Tickets
A private support workflow inside Discord.
Before you start
Dashboard changes are currently restricted to the configured Yume owner. Sign in with Discord and choose Yume. Public documentation is available to everyone.
Vault needs the channel-management and message permissions used by the existing ticket system. Staff visibility depends on configured roles and channel overwrites.
Set it up
- Check feature availability: Open General settings → Feature availability. Enable this module, save, then use Apply feature availability to update the running bot.
- Check the Discord panel: Vault creates the support panel when it starts with Tickets enabled. Check the configured Yume support channel and ticket category, and give Vault View Channel, Send Messages, Embed Links and Read Message History in the panel channel, plus Manage Channels for tickets. If the panel is missing, ask the bot operator to check the configured destinations and restart Vault; the dashboard cannot create it.
- Open a support request: Open Support tickets and select a record. Read the conversation, assignment and status before replying or adding a private note.
Check it works
Use the support panel in Discord to create a controlled test ticket, then open Support tickets here and find it. Archiving deletes its Discord channel; resolving keeps it available.
How it works
Ticket creation makes a support space using the current bot configuration. The owner can read its conversation and reply through the dashboard or Discord.
Ticket transcripts can contain message text, attachments and member details. Share them only with people authorized to see that request.
The dashboard includes a ticket inbox with unread counts, assignment, priority, category, member reply locking, private staff notes and recorded resolution. A panel designer is not available.
Handle a support request
Read the latest 200 live messages or the saved transcript, check assignment and add a private staff note. Replies post in the ticket channel. Resolve with a summary to save up to 500 transcript messages. A resolved ticket can reopen; archive requires resolution and deletes its Discord channel immediately. Notes and activity show the latest 100 entries. Staff reports remain private to the authorized owner account.
Staff actions, privacy and refresh
Staff actions require Discord sign-in and current authorized server access. Recovery sign-in supports settings only. Review the exact confirmation before submitting; changes and partial deliveries have a request receipt.
An uncertain outcome is not a confirmed failure. Check the receipt, record and Discord before acknowledging it. Acknowledgment does not retry an effect or remove the server’s duplicate-action protection. Safe notes and other records remain usable; unresolved effects require owner investigation.
Active workspace pages refresh every 30 seconds and Overview every minute while visible. Refresh pauses for drafts or focused controls. Manual refresh preserves edits; a changed staff record requires explicit review before keeping its draft. Private drafts remain in this tab and are not saved in browser storage.
Use Save after editing. If a change is marked as requiring a restart, it is stored but will only apply when Vault next starts. Refresh after the restart to check the pending indicator.
If something is not working
Check that the feature is enabled, that the selected channel or role still exists, and that Vault has the required Discord permissions. A higher role cannot be assigned or moderated by a bot below it.
If the dashboard cannot load or save, keep your edits on the page, check Status, then try again. An expired session requires signing in again. Do not repeatedly submit an action whose result is uncertain.