Introduction

What is Help Buddy?

Help Buddy is a highly feature rich and customizable ticketing and support bot for Discord. Whether you are managing a small gaming community or a massive SaaS support server, Help Buddy gives you the flexibility to handle support requests exactly how you want and without the rigid constraints or hard limits of traditional bots.

Key Features

We have built Help Buddy to cover everything from basic ticketing to enterprise level support routing. Here is a quick look at what can be done with Help Buddy:

Seamless User Experience

• Ticket Panels & Types: Let users open tickets directly from interactive dropdown menus. Route them to specific categories with custom labels and colors.
  
• Ticket Forms: Collect crucial information upfront using custom modal fields before the ticket is created.
• Private Channels: Every ticket generates an automatic and secure channel or private thread visible only to the creator and designated support staff.
• Direct Messaging (DM): Automatically DM users when their ticket is successfully opened.

Powerful Staff Tools

• Intuitive Commands: Claim, close, reopen, transfer, and rename tickets using simple slash commands inside the thread.
• Snippets & Notes: Insert canned responses with a few clicks, and leave private internal notes for your team.
• Ticket Priority: Flag tickets as low, normal, and high priority.

Total Access Control and Automation

• Role Based Permissions: Granular control over which Discord roles can view and respond to specific ticket categories.
• Auto Management: Set up inactivity timers with configurable warnings to automatically close or delete abandoned tickets.
• Blacklisting: Block disruptive users from abusing the support system.

Insights and Records

• HTML Transcripts: Keep full, permanent, and searchable records of conversations. Export them in bulk as PDFs, HTML, CSVs, or Word documents, or images.
• Analytics & CSAT: Track ticket volume, measure response times, and collect customer satisfaction ratings after a ticket is closed.
• Live Chat: Read and reply to open tickets directly from the web dashboard.

Advanced and Custom Integrations

• Custom Bot: Run own branded support bot with a custom name, avatar, and status.
• Developer API & Webhooks: Push real time events to external URLs or manage tickets over HTTPS.

How the Docs Are Organized

To make finding the information you need as easy as possible, we have broken the documentation into five main sections.