Inactivity Notifications
Alert your staff when a ticket has been waiting too long for a reply.
Inactivity Notifications tells your staff when a ticket has been sitting unanswered. It posts an alert in a channel you pick, and it never closes, renames or otherwise touches the ticket. Everything on this page applies to every ticket panel in your server.
Access the Web Dashboard
Open your Tickety Dashboard. Log in using your Discord Account.
Navigate to Inactivity Notifications
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Once logged in, locate and click on the "Configuration" section under Tickets in the sidebar.
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Select "Inactivity Notifications" from the configuration options.
How the wait works
The clock starts the moment a ticket is opened, and it starts again whenever the member writes after your staff have answered.
A reply from your staff stops the clock. Replies from the member do not, so somebody who keeps typing cannot push the alert further away: a ticket that has been waiting an hour has been waiting an hour.
Once your staff reply, the wait is cleared and the repeat counter is reset, so the same ticket can raise a fresh alert later in the day.
Notification Behavior 👑
- Inactivity Notifications 👑 - Turns the alerts on. It shows as off on servers without premium, even if it was on before.
- Notify After 👑 - How long a ticket may wait for a staff reply before the first alert goes out. Set in days, hours and minutes, up to one year.
Repeats 👑
- Maximum Notifications 👑 - How many alerts one unanswered stretch may produce, counting the first one. Set it to
1to alert only once. The highest value is10. - Repeat Every 👑 - The gap between repeat alerts while the ticket stays unanswered. Only used when Maximum Notifications is above
1, and setting it to zero means only one alert is ever sent whatever the maximum says.
Once the maximum is used up, that ticket goes quiet. It does not alert again until your staff reply and it goes unanswered again.
Destination 👑
- Notification Channel 👑 - Where the alert is posted. Threads can be picked as well as channels. Leave it on
Defaultand it follows your server log channel from then on. Clear it entirely and nothing is ever posted. - Pinged Roles 👑 - The roles pinged in the alert. Up to 10, and leaving it empty posts the alert without a ping.
If Notification Channel is left on Default and your server has no general log channel, the page warns you that nothing is sent. Set one under Settings, or pick a channel here.
Notification Message 👑
By default the alert is titled Ticket Awaiting Reply and carries a link to the ticket channel, how long it has been waiting, the panel, the ticket name and who opened it.
The editor opens with a Message layout choice between Embeds and the premium Components layout.
Two placeholders exist for this message in particular:
{waitingSince}- How long the ticket has been waiting.{ticket.channelMention}- A link back to the ticket channel.
Keep {ticket.channelMention} in the message. The alert is posted outside the ticket, so without it your staff have to hunt for the channel by name. {ticket.channelName}, the {ticket.creator.*} tokens and the usual panel, member and server placeholders work here too.
Turning it off for one ticket
/ticket inactivity turns the alerts off for the ticket you are in, or back on. Use it for a ticket that is parked on purpose, waiting on a refund, a decision or another member of your team.
Your Tickety admin role, the panel's support roles, anyone with Manage Channels and any role you allowed on the ticket command can run it. A short note is posted in the ticket, and the ticket log channel gets a Ticket Inactivity Notifications Updated entry.
Turning the alerts back on restarts the wait from that moment. It does not resume the old one.
Inactivity Notifications or Autoclose
| Inactivity Notifications | Autoclose | |
|---|---|---|
| Watches | your staff going quiet | the ticket opener going quiet |
| What it does | alerts your staff | reminds, then closes the ticket |
| Where the message goes | in a staff channel you pick | in the ticket |
| Closes anything | no | yes |
Both can be on at once. A ticket is either waiting on the member or waiting on your staff, so only one of the two is ever counting down on it.
Defaults
| Setting | Default |
|---|---|
| Inactivity Notifications | off |
| Notify After | 1 hour |
| Maximum Notifications | 1 |
| Repeat Every | 1 hour |
| Notification Channel | Default |
| Pinged Roles | none |
Limits
| Free | Premium | |
|---|---|---|
| Inactivity Notifications | no | yes |
| Notify After and Repeat Every | not available | up to 1 year each |
| Maximum Notifications | not available | 1 to 10 |
| Pinged Roles | not available | 10 |
This feature requires a Premium Subscription.