Helpdesk

Helpdesk is a standalone dashboard feature (not a toggleable module). It targets teams that need agent assignment, internal notes, reminders, waiting-for-user states, SLA tracking, transcripts, post-close ratings, and performance metrics.

Users open tickets from a Discord panel (button or category dropdown). Each ticket gets a private channel or thread. Support staff use slash commands inside the ticket to claim, close, add notes, set reminders, or ping the user.

Requires Plus or Premium on your Lio account. Free users see an upgrade screen in the dashboard sidebar.

• Tickets module — simple panel, categories, open/close, optional transcript. Good for small communities.
• Helpdesk — agent claim workflow, statuses, notes (excluded from transcripts), reminders, unclaimed alerts, inactivity auto-close, stats, leaderboard, SLA per category.
• Both can run on the same server but use different panels and backends. Pick one workflow for your main support channel to avoid confusion.

• Overview — live ticket list with status filter (open, in_progress, waiting_for_user).
• Stats — average first response, resolution time, resolved count, ratings, tickets per day chart.
• Leaderboard — agents ranked by resolved tickets, response time, and ratings.
• Staff — team activity log (claims, responses, notes, punch clock sessions).
• Settings — organized in five tabs: Basics, Team & Channels, Voice Support, Extra Tools, Rules.

Open Settings from the Helpdesk sub-nav. Everything is grouped into tabs so you can find options quickly:

Basics — ticket mode (channel vs thread), categories, panel design & channel.

Team & Channels — support roles, alert/transcript channels, post-close ratings.

Voice Support — Support Ping and Sort Support for voice waiting rooms.

Extra Tools — punch clock embed and internal team feedback panel.

Rules — limits, business hours, automation timers, staff activity tracking.

A setup checklist at the top shows what is still missing. Tab badges show OK, optional, or incomplete areas.

Save settings persists all tabs at once. Repost panel updates the Discord panel message.

When someone joins a selected voice waiting room, Lio pings chosen roles in a text channel — great for alerting staff without watching voice 24/7.

1. Settings → Voice Support → enable Support Ping.
2. Pick the voice channel (waiting room) and the text channel for pings.
3. Select one or more roles to ping and optionally customize the message.
4. Use Test Ping to verify before going live.
5. Save settings.

• Placeholders in the ping message: {user}, {channel}, {roles}.
• Members who already have a ping role do not trigger another ping.
• At most one ping per user every 30 seconds to reduce spam.

Assigns numbered nicknames when members join a voice waiting room — (1), [1], or 1. before their name. When someone leaves, everyone is renumbered.

1. Settings → Voice Support → enable Sort Support.
2. Choose the same or a different voice channel as Support Ping.
3. Pick a number format and save.
4. Ensure the bot can Manage Nicknames.

Separate from post-close ticket ratings: a panel with a Create Feedback button opens a form (team member, type, text, 1–5 stars). Submissions appear as clean embeds in your output channel — ideal for internal praise or improvement notes.

1. Settings → Extra Tools → enable Team Feedback.
2. Set panel channel, output channel, title, description, and feedback types (one per line).
3. Click Post feedback panel and save settings.
4. Members use the button in Discord to submit feedback.

Extra Tools → Punch clock posts an embed with clock-in/out buttons; time is shown on the embed and in the dashboard Staff page.

Rules → Staff activity tracking logs claims, responses, notes, and punch sessions for Stats and Leaderboard.

• Channel mode — each ticket creates a private text channel under your chosen Discord category. Best for long conversations and clear permissions.
• Thread mode — each ticket creates a private thread under a parent text channel. Keeps the server channel list clean.
• Switching modes after tickets exist does not migrate open tickets — plan mode before going live.

• Support roles — members with these roles (or Manage Server) can use staff slash commands and are counted on the leaderboard.
• Alert channel — when a ticket stays unclaimed longer than Unclaimed alert (minutes), Lio pings here once per ticket.
• Transcript archive — on /close, a .txt transcript is uploaded to this channel if configured.

Categories appear on the panel as a dropdown (multiple categories) or a single open button (one category). Each has a display name, optional emoji, and SLA minutes (target first response time for stats — not a hard Discord timeout).

Per category you can set ping roles (mentions only) and access roles (who sees channel-mode ticket channels) independently.

Category IDs are internal — renaming a category in Settings does not break open tickets tied to the old label.

If panel interactions fail, ensure the bot can Send Messages, Embed Links, and Use External Emojis in that channel. The bot defers the interaction immediately to avoid Discord timeouts.

1. Set panel title and description in Settings → Basics.
2. Choose the text channel where members should open tickets.
3. Click Repost panel to Discord in Settings after saving.
4. Members click the button or pick a category — Lio creates their ticket and redirects them.

1. User opens ticket from panel → private channel/thread is created → welcome message with ticket number.
2. User describes the issue. Messages update last activity for auto-close logic.
3. When resolved, staff runs /close → optional transcript → rating DM with star buttons → channel deletes after a short delay.

• open — new ticket, not yet claimed.
• in_progress — claimed by an agent (/claim).
• waiting_for_user — staff waiting on the requester (/waituser pings them).
• resolved — closed; channel will be deleted.

All commands must be run inside an active ticket channel/thread. Default permission: Manage Messages (adjust in Discord if needed).

• /claim — assign yourself; records first-response time if you are the first agent message.
• /close — resolve ticket, optional transcript to archive, send rating DM, delete channel after ~5s.
• /note text:… — internal note (shown in channel, marked not included in transcript export).
• /waituser — set status waiting_for_user and ping the ticket creator.
• /reminder — pick 30m, 2h, 8h, tomorrow 9:00, or a custom duration; you get pinged in the ticket when the time is up.

• Unclaimed alert — every 5 minutes; pings alert channel if ticket unclaimed longer than configured minutes.
• Inactivity warning — every 15 minutes; DMs user before auto-close if enabled (requires auto-close hours > 0 and warn hours > 0).
• Auto-close — every 15 minutes; closes tickets inactive longer than Auto-close hours; DMs user; deletes channel.
• Reminder delivery — every 1 minute; pings the agent who set the reminder when the time passes.

Metrics are computed from resolved tickets and agent actions in the selected period (7 / 30 / 90 days).

Average first response — time from ticket open to first agent message (or claim, depending on data).

Average resolution — open → resolved duration.

Ratings — optional 1–5 stars from the post-close DM.

Ranks support staff by resolved ticket count, with average first response and rating when available.

Only agents who resolved or claimed tickets appear. Useful for team reviews — not visible to regular members in Discord.

• Manage Channels — create/delete ticket channels.
• View Channel, Send Messages, Embed Links — panel and ticket messages.
• Manage Messages — default gate for staff slash commands.
• Create Private Threads, Send Messages in Threads — thread mode only.
• Read Message History — transcripts and message tracking.

• Helpdesk sidebar locked → upgrade to Plus or Premium on your account.
• Panel This interaction failed → check bot permissions in the panel channel and that Helpdesk is enabled with a posted panel.
• Unclaimed alerts never fire → set alert channel and support roles; check unclaimed minutes threshold.
• /claim says staff only → add your role under Support roles in Settings.
• Category dropdown empty → add at least one category in Settings and save.
• Support Ping not firing → fill voice channel, ping channel, and roles; try Test Ping after saving.