Support Tickets

Fealty Support is a private ticket desk for your community, handled by your own team. Members open a ticket from a panel, get a private channel with your support staff, and your team claims, answers and closes it. Fealty is never in the conversation; it is your desk, in your server.

It is opt-in and separate from /setup, so servers that only want the web3 side never get support channels they did not ask for.

Setting it up

Run /support-setup in your server. It creates, and idempotently repairs on re-run:

• a Support category,
• a #support channel with the "Open a ticket" panel,
• a staff-only #support-log for one-line audit events.

The category is deliberately named just "Support": it is your desk for your members, not a help line for the bot. Rename it to whatever suits your server; /support-setup only ever renames a category still carrying its original default name, so your own naming survives every re-run.

Then, on the dashboard Support Tickets page, pick your support team: the Discord roles whose members can see and handle every ticket. The server owner and Discord admins always have access. If you change topics or support roles, re-run /support-setup to refresh the live panel.

Who staffs tickets

Support staff are Discord roles, not Fealty dashboard roles. That matches how communities organize their mods and helpers, and it is what controls who can see each private ticket channel. Optionally, a toggle can also grant your Fealty dashboard team members ticket access.

Opening and handling a ticket

A member clicks Open a ticket, fills in a short subject and details, and gets a private channel visible only to them and your team. The channel opens with:

• a claim and close control for staff,
• a Fealty holder context panel: the member's linked wallets, level and points, X handle, and the holder roles they currently hold, with a one-click Re-verify that refreshes their roles on the spot. This is unique to Fealty, since the desk already knows each member's on-chain standing.

Staff can:

• Claim a ticket so it is clear who owns it,
• Close it as Resolved or Unresolved (the member loses access, the channel is kept and renamed),
• Reopen a closed ticket,
• Archive it to a separate archive category to keep the active view tidy,
• Delete it permanently,
• /ticket add and /ticket remove to bring another member in or out.

Closing keeps the channel, so the full conversation stays in Discord for your team; there is no separate transcript to dig through.

Ticket topics

Optionally add topics (for example Support, Report, Whitelist) on the dashboard. With two or more topics the panel becomes a topic picker, and each topic can route to its own support roles. With none, the panel is a single Open a ticket button.

The dashboard

The Support Tickets page shows desk status, your support roles, ticket topics, and a View all tickets link to a log with open counts, resolution rate, average time to close, and a table of recent tickets that jump straight to their Discord channel.

Plans

The support desk is available on every plan. Free servers can have up to 10 open tickets at once; paid plans are unlimited (closing a ticket always frees a slot). See Plans.

Need help with the desk itself?

Everything above is your desk for your members. If you need a hand from the Fealty team, join the Fealty Discord and open a ticket there. We run our own desk on the same feature, so you can see it working before you set up yours.