Tickets

Players ask for help with /report, and one staff member answers them in a private chat.

On this page6

A player asks for help with /report. That opens a ticket: a private chat between the player and one staff member. This page shows the player's side first, then the staff side.

For players

Ask for help

Type /report and your question in the chat, for example /report my car fell through the map.

Situation	The player reads
First `/report`	"Your ticket was sent to staff."
`/report` again while the ticket is still open	"Your message was added to your open ticket."
`/report` with no text	`Usage: /report <message>`
Two `/report` right after each other	"Wait a moment before you send another message."
Chat messages sent too fast in the ticket window	"Not so fast."

A player has one open ticket at a time. A second /report does not make a second ticket. It adds a line to the first one.

The ticket window

After /report a small tab appears on the right edge of the screen: My Ticket [F10]. Press the ticket key (F10 by default) or type /ticket to open the chat.

Part of the window	What it shows
Title	"Support ticket #12", the name of the server and the category
Status line	"Waiting for a staff member…", later `<staff name> is helping you`
Conversation	Your messages, the answers of the staff member with their name, and short event lines
Reply box	"Write a reply…". Press Enter to send
Minimize	Puts the chat away so you can keep playing

The event lines a player can see:

Line	Meaning
`<staff name> is helping you now`	A staff member claimed the ticket, or took it over
"Your ticket is waiting for a staff member again"	The staff member gave the ticket back, or left the server and did not come back in time
"Your ticket was closed"	The ticket is resolved

Minimize and bring it back

Minimize or Escape slides the chat to the edge. The tab My Ticket [F10] stays.
The ticket key or /ticket brings the chat back.
When staff answer while the chat is put away, the tab shows the number of new messages.
After a relog or a reconnect, an open ticket shows its tab again.
/ticket with no open ticket says: You have no open ticket. Use /report <message> to ask staff for help.

When the ticket closes

Only staff close a ticket, by resolving it. The player then reads "This ticket is closed." and "Need more help? Type /report and your message in the chat." in the window. If the chat was put away, the tab disappears and a notice says Your ticket #12 was closed.

A closed ticket cannot be opened again. A new /report starts a new ticket.

For staff

A claimed ticket in the panel — Staff see the chat on the left and the player with every action on the right.

When a ticket comes in

Staff who may see tickets get the notice New ticket #12 from <player name>.
The top bar of the panel counts the tickets that are not resolved yet, next to the word reports.
The quick menu shows "3 tickets waiting" and a Take next button. It gives you the oldest waiting ticket.

The Reports page

Open Reports in the menu. The Active view is a board with up to three columns.

Column	What is in it
Open	Tickets nobody has claimed. Each card has a Claim button
Claimed	Tickets another staff member is handling, with their name
My claims	The tickets you are handling. Only for staff who may handle tickets

Each card shows the ticket number, the player (with a green dot when online), how old it is, the start of the message and the category. A card can also show sit running and 2 new (new messages from the player).

Switch to Resolved to read closed tickets. Click any card to open the ticket.

Handle a ticket

Button	What happens	Who sees what
Claim	The ticket becomes yours. Only one staff member gets it	Player: `<your name> is helping you now`
Send (reply box)	Your message goes into the player's ticket window	The player sees it in the chat
Unclaim	The ticket goes back to Open so another staff member can claim it	Player: "Your ticket is waiting for a staff member again"
Take over	You take the ticket from the staff member who holds it. Needs a higher rank than theirs	They read `Ticket #12 was taken over by <your name>.` Player: `<your name> is helping you now`
Resolve	The ticket is closed for the player. It cannot be reopened	Player: "Your ticket was closed"

When the player writes in a ticket you hold, the line shows up at once and you get the notice New message in ticket #12.

When the staff member leaves the server

A claimed ticket waits 5 minutes for its staff member, so a crash or a quick relog does not lose it.

What happens	Result
The staff member is back within 5 minutes	The ticket stays theirs
They are still away after 5 minutes	Every ticket they hold goes back to Open. Any staff member who may handle tickets can claim it
What staff read in the ticket	`<name> left the server: the ticket is waiting again`
What the player reads	"Your ticket is waiting for a staff member again"
The server or the resource restarts	The 5 minutes start again for every staff member who holds a ticket and is not online
A sit was running	It ends the moment its staff member leaves. See Sits

In the Logs this is an /unclaim line by Console, with "staff member left".

The people on a ticket

The right side lists People in this ticket. The first one is the player who opened it (reporter). You can add more players, for example the person the report is about.

Press Add player.
Search by name. The list shows every online player with their job and what they are doing right now.
Press Add. The player is on the ticket as added.

Adding does not move the player and does not tell them anything. Only the reporter has the ticket chat. Press Remove on an added player to take them off the ticket again.

Each person has a badge that says what they are doing:

Badge	Meaning
Free	On foot, nothing special
Driving / In a vehicle	Driver or passenger
Handcuffed	Cuffed (QBCore and Qbox)
Dead or downed	Dead or in last stand
In jail	In the admin jail or the police prison. See Jail
`In a sit (ticket #7)`	In the sit of another ticket
In the room	In the sit room of this ticket
Offline	Not on the server

Click a person to act on them. You get Profile, the ticket tools (Heads-up, To sit room, Remove) and the normal player actions such as Go to, Freeze, Warn or Kick. The actions unlock once you are handling the ticket. The sit tools are explained on Sits.

Rules

Rule	What staff read
Only an open ticket can be claimed, by one staff member	"Someone already claimed this ticket."
Only the staff member who holds the ticket can reply, unclaim, resolve and act on its people	"Only the staff member handling this ticket can do that."
Take over needs a higher rank than the holder. A super-admin always can	"That player has the same or a higher rank than you."
While a sit runs, the ticket cannot be unclaimed, taken over or resolved	"End the sit first."
A resolved ticket is read-only	"This ticket is already resolved."
You cannot add yourself	"You cannot add yourself."
A player is on a ticket only once	"That player is already on this ticket."
You cannot add a player with the same or a higher rank	"That player has the same or a higher rank than you."
A player in the sit room cannot be removed	"That player is in the sit room. Send them back first."
The reporter cannot be removed	The Remove button is only on added players

Staff who can read but not handle a ticket see one of these under the conversation:

"Your rank can read tickets but not handle them."
"Claim this ticket to reply and use the sit tools."
"Read-only — another staff member is handling this ticket."
"This ticket is resolved. The conversation is read-only."

Permissions

Name in the rank editor	Key	Needed for
See tickets	`reports.view`	The Reports page, reading tickets, the notice for a new ticket
Handle tickets	`reports.manage`	Claim, reply, unclaim, take over, resolve, Take next
Run sits	`reports.sit`	Add player, Remove, Heads-up and the sit room
Private message	`player.dm`	The Heads-up button

The player actions on a person need their own permissions, the same as on the Players page. See Player Actions.

Settings

Key	Default	What it changes
`Config.ReportCommand`	`'report'`	The command a player uses to write a ticket
`Config.TicketCommand`	`'ticket'`	The command that brings the ticket chat back
`Config.TicketKey`	`'F10'`	The first default key for the ticket chat. `''` = no key, the command still works

All three are explained on Tickets & Sits. All commands are listed on Commands.

Limits

One open ticket per player.
A resolved ticket cannot be reopened.
A ticket stays with the staff member who claimed it while they are on the server. Only a higher rank or a super-admin can take it over. It is freed by itself 5 minutes after they left the server.
The 5 minutes are fixed. There is no setting for them.
A player cannot close their own ticket.
/report does not ask for a category. Every ticket is filed as Player.
A reply in the ticket window can be 500 characters long, a /report text and a staff reply 1000.
The board shows up to 100 tickets, the unresolved ones first.
The ticket chat is never drawn over an open staff panel. It comes back as a tab when the panel closes.

#For players

#Ask for help

#The ticket window

#Minimize and bring it back

#When the ticket closes

#For staff

#When a ticket comes in

#The Reports page

#Handle a ticket

#When the staff member leaves the server

#The people on a ticket

#Rules

#Permissions

#Settings

#Limits