Support
What does the Voice-Support module do?
With the Voice-Support module you can designate a single support waiting room. When a user enters this waiting room, a notification with a ping to your team role is sent to a channel you specify.
Setup
For setting up the Voice-Support module, perform the following on your server:
- Create a support waiting room (e.g., named
Support Waiting Room) - Create a channel where notifications will be sent (e.g., named
#support-ping) - Have a team role such as
TeamorVoice Support; this role must be assigned to every team member authorized for Voice Support.
On the dashboard you must now configure these items:
Times
First, add your support times. You can do this via the button in the top right corner.
A window will open where you can select the weekday for which you want to add support times; as an example we'll choose Monday.
Next you must add a time range. For example, use 08:30 - 16:30.
Then press Create to save the time.
10:30 to 09:30).Next, add an evening support time for Monday. Click the again and choose Monday. For the time range enter 18:00 - 22:30.
Then press Create again.
If everything was set up correctly it should look like this:
Now configure your support times for all days.
Waiting Room
A voice channel that a user joins to create a new support ticket.
Notification Channel
A text channel where team members are notified about new support tickets.
Team Role
A role that is mentioned when new support tickets are created and that can pick up tickets.
Support Channel Prefix
A text or character string that is placed before the channel name. With a prefix of Support, the channel for a user named Pluto would be Support Pluto.
Duty Mode (optional)
With Duty Mode you can control which team members get notified about new support cases. Instead of pinging everyone with the team role, only members who have actively checked in will be notified.
Enable the Duty System toggle to activate it. Two additional fields will then become available:
- Check-In Channel: A text channel where GalaxyBot posts a message. Team members can check in and out using a button there.
- On-Duty Role: The role that checked-in team members automatically receive. Only this role will be pinged for new support cases.
Hold Music (optional)
If you want more than just a notification when a user enters the waiting room, you can enable hold music. When a user enters the waiting room, GalaxyBot will join the channel and play the hold music you have selected. There are 11 German hold-music audio files and two English hold-music audio files for open support, and four German support audio files for closed support.
Commands
/support invite
Allows team members to invite people into the support waiting room. The selected user receives a direct message from the bot with all relevant information. The command has two parameters:
/support times
Shows the configured support times.