Close tickets and save transcripts
Let Dexbi close finished tickets, check in on quiet ones, and keep a copy of each conversation.
Tickets that nobody closes pile up. Smart close closes a ticket when the member says they're done, or after they stop replying. Transcripts keep a copy for your records and for the member.
When you're done, solved and abandoned tickets close by themselves, get tidied up, and each one leaves a transcript.
Check Smart close is on
Open Deploy and click your ticket agent deployment. Smart close tickets is on by default. When it's on, you'll see:
- Auto-close in: how long a member can stay silent before the ticket closes. Default 1440 minutes (24 hours). Anything from 5 minutes to 7 days.
- Time extension: extra time when the member asks for more, like "give me a day to check". Same default and range.
How Dexbi checks in before closing
When Dexbi has replied and the member goes quiet, Dexbi knocks twice before closing:
- First knock, halfway through the wait. Dexbi pings the member, mentions their issue and asks if everything is sorted.
- Second knock, 15 minutes before the ticket closes.
- Close, with no goodbye message.
With the default 24 hours, that's a knock after 12 hours, another at 23 hours 45 minutes, and the close at 24 hours. Waits shorter than about an hour only get the first knock.
Any message from the member or your staff stops the clock. It starts again after Dexbi's next reply.
Choose what happens to the channel
Open Guidance and find Ticket closing. Under On close, add the actions you want:
- Move to a category, for example "Closed tickets".
- Rename the channel with a prefix, like
closed, soticket-3500becomesclosed-ticket-3500. - Ping a role or Ping a teammate.
- Remove their access, so the member can't see the channel any more.
- Delete the channel. This must be the only action.
Leave it empty and Dexbi closes the ticket without touching the channel.
Turn on transcripts
Back in Deploy, open the ticket deployment and switch on Transcripts. In Save to, pick a staff channel where a copy of every closed ticket gets posted.
When a ticket closes, the member gets a DM with a link to their transcript, then a short "How did we do?" rating.
Check it works
Set Auto-close in to 5 minutes for a quick test. Open a ticket, ask a question, let Dexbi answer, then say "thanks, that's all". Dexbi checks if there's anything else. Answer "no" and the ticket closes and your On close actions run.
Put Auto-close in back to your normal value when you're done.
Transcripts
- A transcript is one web page that looks like the Discord channel: text, names and avatars. Attachments and images show as placeholders.
- It covers up to the last 5,000 messages. Times are in UTC.
- The log message in your Save to channel shows the customer, the ticket, whether the member confirmed or just stopped replying, and a View transcript button. The page is attached as a file when Dexbi's role has Attach Files in that channel. Without it, the log has just the link.
- If the member's DMs are closed, they don't get the link. Nothing else breaks.
- Ratings: the member can give 1 to 5 stars, mark it Resolved or Not resolved, and add a comment.
Good to know
- With Smart close off, Dexbi never closes a ticket.
- A member can close their own ticket by saying so, like "you can close this".
- Escalated tickets are never closed by Dexbi.
- Rename, move, remove access and delete need Manage Channels in Discord. Remove their access also needs Manage Roles.