Knowledge base, tags and integrations
Knowledge base
Every server gets a public help site at /kb/<server id> (the Go to Knowledge Base button on the Knowledge Base page opens it). Write articles in Markdown, group them in categories, and publish them when they are ready. Drafts are only visible in the dashboard.
Premium servers can set their own title, logo and accent color, and the "Powered by Ticket Cricket" footer disappears.
Tags
Tags are saved responses staff send with /tag name, optionally pinging a user: /tag refund-policy mention:@someone. Create them under Tags or with /managetags add.
Premium: tick Also register as its own slash command and staff can type /refund-policy directly. Use Resync Command Aliases if the commands ever get out of step.
Integrations
An integration fetches information about the member who opened a ticket from an HTTP API and makes it available as %placeholders% in panel welcome messages, so staff see things like a game account or a linked username at the top of every ticket.
Built-in placeholders work without any integration: %user_id%, %username%, %display_name%, %user_mention%, %guild_id%, %guild_name%.
Creating an integration
Under Integrations → Create Integration:
- Request URL – a GET request. Use placeholders in it, e.g.
https://api.example.com/players/%user_id%. - Headers – one per line, e.g.
Authorization: Bearer %secret:API_KEY%. - Secrets – names of values each server must supply (such as an API key). They are entered when the integration is added to a server and stored encrypted.
- Fields – which parts of the JSON response become placeholders:
steam_id = identifiers.steam. Nested keys use dots; array items use numbers (accounts.0.id).
Tick Public to let other servers add it; otherwise only you can.
Using it
Add the integration to a server, then put its placeholders in a panel's welcome message: Steam ID: %steam_id%. When a member opens a ticket, the bot makes the request and fills in the values (or N/A if the request fails or the field is missing). Requests time out after five seconds so tickets never stall.