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.config.example
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.config.example
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######################################
######################################
# TAGS
######################################
# exact name of tag to apply to new tickets (set to null if you don't want to apply a tag)
NEW_TICKET_TAG = 'null'
# exact name of the tag to be applied to tickets currently being resolved, i.e. when a support member has sent a message to the ticket (set to null if you don't want to apply a tag)
WORKING_TICKET_TAG = 'null'
######################################
######################################
# TICKETS OPTIONS
######################################
# Your ticket IDs will start with...
TICKET_PREFIX = 'T'
# the word the user must send when the bot asks for the ticket to be closed
TICKET_WORD_CLOSED_WHEN_BOT_ASK = 'yes'
# Message to customer requesting confirmation of ticket closure
TICKET_CLOSE_ASK = 'A member of support has reported your problem as solved.
To confirm this and close the ticket, simply send "yes".
Otherwise, describe your problem.'
# Message when the ticket has been forced closed by a support member
TICKET_CLOSE_FORCE = 'Your ticket has been closed.
Thank you for using our services.
If you have a new issue, please open a new ticket!'
# Message when a ticket has been closed because it is a duplicate ticket (the problem has already been dealt with/is being dealt with)
TICKET_DUPLICATE_MSG = 'Another ticket concerns the issue you describe.
This ticket will now be closed.
You can participate in the initial ticket to solve your problem, using the link below.'
# Ticket opening message
TICKET_TEMPLATE_OPEN = 'Thank you for using our services.
A member of our support team will take care of your problem as soon as possible.
Support information :
'
# Message when pinging a user who has opened a duplicate ticket in an initial ticket
TICKET_INITIAL_PING_DUPLICATE_MSG = 'A user seems to have the same problem. It will be mentioned so that it is automatically linked to this ticket: '
# Final message when a ticket is closed
TICKET_LAST_MSG_WHEN_CLOSED = 'Ticket closed.'
# if true, a new post made by a support member is not considered a ticket
DESABLE_TICKET_FOR_SUPPORT_MEMBRE = 'false'
######################################
######################################
# ERRORS MESSAGES
######################################
# Error message when a support order is used outside the support channel
ERROR_NOT_IN_SUPPORT_CHANNEL_MSG = 'You are not in a ticket. It is therefore impossible to perform this action here.'
# Error message when a command has been used by someone who does not have the support role
NO_SUPPORT_MEMBER_ERROR = 'You do not have permission to use this command, please contact a support member'
######################################
######################################
# AUTO-CLOSED FOR INACTIVITY
######################################
# Enable automatic ticket closure after prolonged user inactivity
ENABLE_AUTO_CLOSE_TICKET = 'true'
# Time of inactivity on the part of the user before the ticket is automatically closed (in hours)
TIME_BEFORE_CLOSE_IN_HOURS = '48'
# Ticket closure message in case of inactivity
TICKET_AUTO_CLOSED_MSG = 'No action on this ticket,
it has been closed automatically.
If your issue persists, please reopen a new ticket.'
# Cron config
AUTOCLOSE_CRON_CONFIG = '0 2 * * *'
AUTOCLOSE_CRON_TIMEZONE = 'Europe/Paris'
# Message which, if contained in the last support message, does not close the ticket in AUTO_CLOSE
KEEP_TICKET_OPEN_MSG = 'keep open'
######################################
######################################
# AUTO-MESSAGE
######################################
# Request information from the user about their ticket, follow up on it
AUTO_RELAUNCH_USER = '
Support is waiting for your feedback on this ticket.
If you do not reply, the ticket will be closed automatically.
'
# Closing a ticket that does not comply with the rules
AUTO_RULES = '
Your ticket does not comply with the support rules.
Please refer to the rules available on the server.
'
# Informs the user that support is working on the ticket and that it stays open
AUTO_KEEP_OPEN = 'Support has taken your issue into account and is currently working on resolving it.
This ticket will stay open until further notice.'