A ticket logs channel gives your team one running record of every ticket that closes, without anyone opening the dashboard. Pick a channel on Tickets, then Settings, and from then on each closed ticket posts a summary there: who opened and closed it and when, the category, how long it was open, who took part, how many messages it holds, and buttons to the transcript and the dashboard. Nobody is pinged. Ticket logs are included on Free and Pro alike.
Setting it up
- Open Tickets, then Settings. The Ticket logs channel field is in the Access & limits card.
- Pick a channel OnyxBot can post in. A private staff channel is the usual choice. Whoever can read the channel can read the summaries, and the View transcript button follows your transcript access setting like any other transcript link.
- The setting saves as soon as you pick. Set it back to No channel to stop.
OnyxBot needs View Channel and Send Messages in that channel. If it loses them, or the channel is deleted, the ticket still closes normally and only the log entry is skipped.
What a log entry contains
- The ticket number and category, and how it closed: Staff close, Member close, AI resolved, Inactivity, or Force closed from the dashboard.
- Who closed it and who opened it, as plain mention chips that never ping.
- When it opened and when it closed, shown in each reader's own timezone, and how long it was open.
- The priority, if staff set one, and who claimed it, if anyone did. A line with nothing to show is dropped rather than left blank.
- Everyone who took part: the opener, anyone who wrote in the ticket, anyone added to it, and whoever closed it. Up to ten are listed and the rest are counted.
- How many messages the transcript holds.
- View transcript, which opens the transcript in the browser, and Open in dashboard, which opens the ticket's page for anyone with dashboard access.
With Store transcripts off there is no transcript to link, so the View transcript button and the message count are left out, and the participants list is built from the ticket record alone: the opener, the claimer, anyone added, and the closer. Everything else still posts, the dashboard button included.
Logs post for every way a ticket can close, including auto-close for inactivity and force-closes from the dashboard, so the channel is a complete record from the day you set it.
Changing the wording
The entry is a message like any other on Tickets, then Messages, under Ticket log. You can rewrite the text, reorder the lines, drop details you do not need, add your own, and relabel the two buttons. You cannot remove the buttons, because their links only exist once the ticket closes. See customizing the bot's messages.
Logs, transcripts, alerts, and reviews
- A log is a one-message summary at close. The transcript is the full conversation, on Tickets, then Transcripts and behind the button.
- The Staff alerts channel, next to the logs field, is different. It mirrors the alerts from open tickets where a member has been left waiting, so a lead can see what needs attention now. Logs are the record afterwards.
- The review channel on Tickets, then Reviews is for member ratings, not for logs.