TicketWave v1.0.7 - Patch Notes

In this release, we added internal Ticket Notes for your team, replaced the fixed ticket feedback with your own questions, added two new ticket step types and made categories, steps and questions deactivatable instead of deletable.

TicketWave Bot

📝 Ticket Notes - What your team knows, the member never sees

Support does not end with the last message. Our new Ticket Notes let your staff attach internal notes to a ticket - what was already checked, what the member did not mention, what the next staff member should know before they answer. A note is never shown to the ticket owner.

• We added /ticket noteadd to write an internal note to the current ticket, up to 4000 characters.
• We added /ticket notes to list every note of a ticket in chronological order, with its author and the time it was written.
• We added /ticket noteremove to remove a note again. The note to remove is picked from a select menu of the existing notes.
• We added a private Ticket Notes thread per ticket. It is created with the first note, reused for every following note and remembered, so it survives a restart instead of creating a second thread. All three commands also work inside that thread.
• We added a switch for the notes thread. If you turn it off, your notes stay fully available through the commands and your dashboard, they are just no longer mirrored into a Discord thread.
• Removing a note is a soft delete. The note disappears from every view, but the entry stays auditable.
• We added a new Ticket Note log type, so an added or removed note can be logged into a log channel of your choice - including the note id, the author, the content and whether it was written in Discord or in your dashboard.
• The whole module can be turned off. A deactivated module keeps every note it already holds, it is only no longer offered until you turn it back on.
• Notes of a closed ticket can no longer be changed.
• Ticket Notes are a premium feature.

⭐ Your own Ticket Feedback questions

The feedback we asked after a ticket was closed was a fixed star rating plus one free text field. From now on you decide what your members are asked. You configure your own ordered list of questions - in exactly the same shape as your ticket steps.

• We added four question types: a rating question with a scale from 1 to a maximum you choose, a button question, a menu question that renders your options inside a Discord select menu, and an input question that is answered in the member's own words through a modal.
• We added the fields that belong to each type: an own emoji for the rating scale, a placeholder and an own description per option for the menu, and a short or paragraph style with a placeholder and a minimum and maximum length for the input.
• We added required and optional questions. An optional question can be skipped with a skip button, and a skipped question is stored as skipped so it is not asked again.
• We added an optional restriction per question, so a question is only asked for tickets of a specific category or subcategory. This is a premium feature.
• We added own custom emojis for the rating and for your question options. This is a premium feature.
• We added the option to deactivate a single question or a single option instead of deleting it.
• Every question is reorderable, so you decide in which order they are asked.
• Free servers can configure up to 2 questions with up to 3 options each, premium servers have no limit.
• The questions are asked one after the other in the same direct message, and every answer is stored on its own row. A feedback that was started but never finished is now marked as incomplete and is not posted to your feedback channel.
• Nothing changes for you unless you want it to: every existing server starts with exactly the two questions the old flow asked, and older feedback keeps being displayed the way it always was.

🧩 New Ticket Step types

Ticket steps used to be answered by clicking one of your buttons. We added two more ways to answer a step, and both are available for free servers as well.

• We added the Menu Step. It behaves like a button step, but renders your options inside a Discord select menu - including an own description per option and an own placeholder for the menu.
• We added the Input Step. Instead of picking one of your options, the member answers the step with their own words through a Discord modal. You can choose a short or a paragraph style, set a placeholder and set a minimum and a maximum answer length.
• The options of a step now share one label and one emoji field, no matter whether they are rendered as a button or as a menu entry. Every existing option keeps its value.

🔌 Deactivate instead of delete

Deleting a category because you do not need it this month means rebuilding it next month. So we added the reversible alternative.

• We added the option to deactivate a category, a subcategory, a ticket step and a step option. A deactivated entry keeps its complete configuration, it is only no longer offered while a ticket is created.
• Your history stays intact. Tickets, transcripts and logs still resolve the name of a deactivated entry, so an old ticket does not suddenly lose its category.
• Deactivating does not cascade. A deactivated category hides its subcategories implicitly, so reactivating it restores exactly the state you had before.
• We also hand the information to LunAI, so the AI still understands a ticket that was created before an entry was deactivated.

👻 Ghost Ping is now a setting

The ghost ping is the short mention TicketWave sends and instantly deletes to pull the other side back into a ticket. Both directions were always on - now they are two switches under Ticket Automation.

• We added Ghost Ping Your Team, which mentions your support roles when the ticket owner writes into a ticket your team has not answered yet. It still stays quiet while your holiday mode is active.
• We added Ghost Ping the Ticket Owner, which mentions the member when a staff member answers their ticket.
• Both switches follow the on and off switch of the whole Ticket Automation module and are available for free servers.

General

• We added a direct message confirmation for your votes. After every vote you now get a short summary with the bot list you voted on, the coins you just earned, your new balance, an active coin boost, your current streak and your total votes. Closed direct messages are not treated as an error.
• We fixed an issue where the vote announcement on our support server showed your current votes instead of your total votes.

TicketWave Website

• We added a Notes tab to your ticket detail page. You can read every note of a ticket, write a new one and remove one again - and the bot mirrors each change into the private notes thread of the ticket.
• We added the new Ticket Notes module to your settings, including the switch for the notes thread.
• We added the Ticket Note log type to your logs page, with its own filter entry and its own badge.
• We added a complete creator for your Feedback Questions. It is opened directly from the Ticket Feedback module, supports every question type with the fields that belong to it, and lets you reorder, deactivate and restrict your questions.
• We added a new kind of settings entry for that: a creator that lives inside a module instead of having its own card - including the number of configured questions, a hint while the module itself is deactivated, and it is still found by the search of your settings.
• We added the feedback answers to your ticket detail page and to the public transcript page. Every question is shown with its answer, a skipped question is marked as skipped and a feedback that was never finished carries an incomplete badge. Feedback that was submitted before the questions became configurable is still displayed the way it always was.
• We added the new menu and input step types to the ticket step creator, so the fields of the selected type appear right underneath it.
• We added an activate and deactivate button to every creator list. A deactivated entry stays in your list, greyed out and struck through, so you can see at a glance what is configured but currently not offered.
• We added icons to the type selection of our creators, so you can recognize the type you are looking for much faster.
• We updated our premium comparison table with everything that arrived in this release, including the Ticket Notes, the feedback questions, the new step types, the deactivation of entries and the ghost ping switches - and with the Ticket Automation module, the log channel bulk setup, the realtime blacklist and the vote confirmation from the last releases.

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We are committed to continuously improving our product and providing you with the best experience possible. If you have any questions or feedback, please don't hesitate to reach out to us on our Discord server.

Thank you to everyone. Your feedback makes TicketWave better and stronger than ever.