How am I supposed to incorporate the bot in my server?
Alright, now that you have familiarized yourself with the essential basics about Helper.gg, it's time to set up our bot in your server! Please note that while we've designed the system to allow for zero-setup on Discord's end, you will need to configure the panel according to your use case in order to take full advantage of all our features.
Invite Helper.gg to your server
Creation of default support roles
This should be done manually upon inviting Helper.gg to your guild, and by default these roles will be called ticket-support and ticket-manage(equivalent to support role 1 and support role 2 respectively inside of the panel). For the purposes of your guild's role system within Discord, both aforementioned roles should have identical permission sets.
Designation of support staff team
While we do automate most of the initial setup process for Helper.gg, common sense will inevitably dictate that every server has their own unique needs, specifications, and support resources. To ensure that you are able to fully tailor the bot to your guild in a secure and intuitive manner, we have designed separate and independent permission systems for Discord and panel users respectively.Assigning a user with either of the two specified support roles will grant them the ability to dispatch staff commands through Helper.gg's Discord bot. If you wish to implement access controls for your support roles, this can be configured through our robust web panel.
Differentiation of support roles
As an included feature, we offer our users the ability to not only modulate the bot-specific permissions that come with either of our two support roles, but also to customize the ticket creation system in such a way that allows for basic departmentalization.Modulation of bot-specific role permissions can be done through the panel, and will be described in the panel section of this page, however it would only be fitting to flesh out the concept of category restriction here. For category restriction to be practical for your use-case, it is implicitly necessary to have a functioning setup for Ticket Tags.Assuming that you have a functional Ticket Tag system in place on your guild, there will be a toggle option in the panel for each defined category where you can opt to "remove support role 1 from ticket upon creation". By restricting the first support role's category access, you can effectively delegate specific issue types to different people according to the sensitivity and relevance of any given support tag.
If you require assistance with TicketTags, a guide has been laid out in its specifically labeled category of our documentation - although it goes without saying that you are always welcome to create a ticket in the event that any questions come up.
Configure Helper.gg through our web panel
Configuration of support roles
Upon inviting the Helper.gg bot to your server, two support roles are automatically generated and populated into the panel under their respective sections according to the tab in our Discord section, titled Setting up Discord support roles. As made clear above, both of our support roles will be identical in scope by default, but if you wish to configure access controls for interacting with the bot, this can be done by navigating to the Commands section of your panel and setting the boolean values for each role on the command of your choice to either true or false for Ticket Add Role (1 or 2).For a comprehensive, visually guided tutorial on how this is done, navigate to this link:
Panel Security Measures
When Helper.gg joins a guild for the first time, our system will automatically cache several different pieces of information. Chiefly among that data, at least in terms of security assurances, would be the guild owner's sixteen-digit Discord account ID. As for why this is crucial, the Helper.gg panel operates on its own independent permission system from Discord, and therefore eliminates the conventional practice of providing unfettered panel access to Discord guild administrators.Due to the fact that only the guild owner (at the time of first join) is registered automatically with the panel, it is necessary to have the guild owner configure panel permissions.
If you find yourself in a situation where it is necessary to transfer guild ownership within the context of the panel, you will need to raise a ticket in the Helper.gg support server - providing sufficient, direct evidence of the current owner's authorization for such a transfer so that the change can be reasonably reflected in our databases.
Access Controls by Account
There are several benefits to utilizing separate permission systems for Discord and our web panel, and a few variables to this end that our users have found particularly useful, by example, stem from the ability for panel users to respond to open tickets through the bot anonymously as well as full customization of all variables and even a basic visualization of analytics data on the landing page. Note that all of the benefits listed above are exclusive to the panel.In order to designate staff accounts on the panel, you must either be the owner of the guild or a panel user empowered with the View Modify Page permission. If either of these conditions are met, all that is needed to add staff accounts is the sixteen-digit Discord ID of the user to which you intend to grant panel access.
If you are having difficulties in the process of adding a user to your panel, please first ensure that you're providing their sixteen-digit unique user ID, not their alphanumeric Discord username.
Support issue departmentalization through TicketTags
In case you're unaware of what Ticket Tags are within the context of Helper.gg, we have implemented a system by which our users can designate specific categories in which ticket creation would occur, all based around either a reaction to a tag embed or by running a command with a defined category alias such as -ticket SUPPORT, where SUPPORT would be the alias to create a ticket in some predefined category called Support, just to name an example.The setup process for Ticket Tags would be extremely difficult to cover in a single tab, or even a single page, however you may consult its specific category in our documentation for further help:
Handling support tickets through the web panel
Helper.gg, as an incredibly high-tuned, heavily featured support integration, enables a support team to interface with their customers and clients through multiple means. The first method of communication is rather obvious: direct interaction kept exclusively between support representatives and the client through their own Discord accounts. However, one particular element that sets Helper.gg apart from other similar bots is how it allows for anonymous communication with clients by utilizing the Helper.gg bot as a proxy for their Discord account. This is actually done automatically, where responses are automatically delivered through the bot on behalf of the sender (although it is worth noting that the identity of the sender is not revealed).On the panel, tickets are kept visible up to 30 days from their creation, regardless of whether or not they remain open or have already been closed on Discord. During this time, staff members registered on the panel are empowered with the ability to respond to open tickets, as well as that to review transcripts of those which have already been closed.It is currently possible to generate transcripts through both manual and automated means, however each have their own benefits and peculiarities. Note that generated transcripts are permanently accessible, because Discord Developer TOS does not impose any time limitations upon locally downloaded HTML files. Transcripts which are generated automatically can be retrieved either from a specified log channel in the panel, or forwarded to a specified recipient in the panel via email (note that the transmission of transcripts via email is a Premium feature)
Manual transcript generation is currently impossible via the panel, due to the fact that Helper.gg does not listen for input from either itself or any other bots. Also note that any transcript generation done by manually dispatching the -transcript command must occur within three days of ticket closure.
For a comprehensive, visually guided overview of how this works, navigate to the link below:
Join the official Helper.gg support server
Do you have any questions about Helper.gg that haven't been answered in our documentation?
Is there anything you would like more clarification on that we have covered in here?
Have you encountered any errors, glitches, or bugs in the midst of using Helper.gg?
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If you've responded affirmatively to any of these questions, go ahead and join us through the link below!
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