What's new

Bot language: English

Two separate settings. “Bot language” — Russian or English: replies, buttons, embeds, the /ticket setup wizard, default texts, logs, transcripts and descriptions in the command menu. Your server’s own texts aren’t translated — they’re yours. “Command language” — English names (/ticket close) or the same commands with Russian names; the bot’s hints follow this setting. By default nothing changes: English commands, Russian bot.

Where: Settings → LanguageLanguage →

Web panel in English

Everyone has their own panel language: the RU/EN switch in the header, the browser language by default. It doesn’t depend on the bot language on the server — you can run a Russian server from an English panel and vice versa.

Where: Web panel → header

Website and docs in English

paperbot.ru/en: home page, statistics, all the docs with search, “What's new”, the privacy policy and the terms of use. The RU/EN switch is in the site header.

Docs →

Member history

/ticket history shows, as a hidden reply, a person’s past tickets on the server: a summary (total, open, closed, average rating) and the last 10 — with status, category, subject, dates and who claimed and closed them. In a ticket channel without an argument — the author’s history; a member who left can be found by ID. The web panel inbox has the same in the “Author history” right column, “Show more” — up to 50.

Where: /ticket history; Web panel → Tickets → right columnAuthor history →Commands →

Rule groups

Rules from one template (for example, the “Issue solved” button and its closing) sit in the list as one block named after the template, with a shared switch and arrows. The “Group” field in the rule editor sets your own group. A group travels with the rule into copies, codes and backups; it doesn’t affect how rules work.

Where: Automations → rule list; the “Group” field in the editorAutomations →

Copyable form answer

A “Copyable answer” checkbox on a question: the answer arrives as a code block, and Lolka copies it with one button — handy for nicknames, IDs and links. Off by default.

Where: Category → Form → Form questionsCategories →

Clearer from the first run

The /ticket setup summary says that for now only you can see tickets and takes you to the web panel’s “Staff” page with a button. The bot’s welcome on a new server points to the wizard and the panel sign-in. Overview in the panel notices when a staff role exists but nobody has it.

Where: /ticket setup; Web panel → OverviewSetup and launch →

Docs with live examples

Docs sections show previews of how bot messages look in Lolka, plus diagrams; search the docs with Ctrl+K.

Docs →

“What to log”: nothing selected means the log is off

An empty selection used to mean “log everything”. Now, to turn the event log off, just uncheck everything.

Where: Settings → LogsLogs →

Rating without a claim

If nobody claimed the ticket, the rating counts for the staff member who replied first.

Statistics →

Reviews instead of tickets

A category can be switched to “Reviews” mode: the button doesn’t open a ticket — the person fills in the category form, gives a rating (⭐ 1–5 or 👍/👎) in a message only they can see, and the review appears in the reviews channel right away. A review can be posted under the author’s name and avatar or anonymously: always, or at the person’s choice. The review look (text or embed), reply texts and rating buttons are configurable; the pause between reviews from one person is none, an hour, a day or a week. Ticket limits and support hours don’t apply to reviews; the blacklist does.

Where: Category → General → Reviews; look — the “Form” tabReviews instead of tickets →

Reviews in statistics

A “Reviews” block: how many reviews, average rating, share of good ones, star distribution, a daily chart and a breakdown by category — for 7, 30, 90 days or all time. Who left a review is not shown.

Where: Web panel → StatisticsStatistics →

Files in replies from the web panel

A paperclip next to the reply box, or paste a screenshot from the clipboard (Ctrl+V): up to 4 files, up to 8 MB each, 25 MB in total. The bot doesn’t keep the files — they go straight to the ticket channel.

Where: Web panel → TicketsReplying from the web panel →

Editing and deleting your reply

Your reply from the web panel can be edited or deleted while the ticket is open: the pencil and bin next to the message. The text changes, the files stay.

Where: Web panel → Tickets

Unread in the inbox

Open tickets show a counter of new messages you haven’t seen yet. Each staff member has their own; your own messages, bot messages and events don’t count.

Where: Web panel → Tickets

A ticket on behalf of a member

Staff open a ticket for another person: the author is that member, and they see the channel as if they had opened it themselves. Limits, the blacklist, hours and the form don’t apply; who opened it is shown in the welcome message and the history.

Where: /ticket open member:@member or “+” above the list in the inboxOpening a ticket →

A rule on demand

A new trigger, “Manually from the web panel”: the rule never fires on its own, you run it on a specific ticket. The rule’s conditions are checked, and the staff member who ran it counts as the one who acted.

Where: Ticket in the inbox → “⋯” → “Run a rule”Automations →

Ticket voice channel

A private voice channel for everyone in the ticket: access changes along with the ticket — add a member, claim, move it, and the voice channel follows the text one. You can pick a category, otherwise the channel appears next to the ticket channel. It is deleted when the ticket closes, by the “Delete voice channel” step, or when everyone has left — after 5 minutes … a day, your choice. It isn’t created twice; the {voice} placeholder links to it. The bot needs the “Manage channels” permission.

Where: Automations → New rule → “Creating a voice channel” or the “Voice channel” stepAutomations →

Long lists in the web panel

A blacklist with more than 50 entries gets search and pages, and a long conversation in the inbox opens at the last 200 messages — earlier ones load with “Show earlier”. A big ticket no longer freezes the panel.

Where: Web panel → Blacklist; Tickets

The panel works better with a keyboard

Dialogs, lists and labels make sense to screen readers and can be used from the keyboard, small text has more contrast, links in text are underlined.

Private ticket

The /ticket private command hides the ticket from the rest of the staff — support roles and the category’s extra roles: only the claimer, whoever turned it on, members and admins can see it. The same command makes it visible again.

Tickets →

“Claimed — only the claimer writes”

While a ticket is claimed, the rest of the staff can read it but not write. Once it’s unclaimed, everyone can write again.

Where: Category → Behavior → ClaimClaim →

Staff note

A ticket has one note for the team: the “Note” button in the ticket channel shows it as a hidden reply with “Edit” and “Delete”, and the same note is in the web panel inbox. The ticket author doesn’t see it, and it never gets into the channel or the transcript.

Where: The “Note” button on the ticket welcome; Web panel → Tickets → right column

Per-staff statistics and a first reply target

Set how many minutes staff have to reply (a category can have its own), and statistics will show the share “on time”, a daily chart, tickets overdue right now and the latest misses. The staff table covers 7/30/90 days or all time: claimed, closed, replied first, on time, messages, ratings; sortable by any column. Plus a “Load by hour” chart.

Where: Web panel → StatisticsStatistics →

Web replies under your own nickname or the server’s name

Each staff member can set a nickname and picture for their replies from the web panel, and the server can reply under its own name and icon. The panel and the transcript always show the real author.

Where: Inbox → “Edit” under the reply box; Settings → General

Transcript button — only for whoever pressed it

The “Transcript” button under a closed ticket sends the file as a hidden message: no one else sees it. You can switch back to the old way — the file goes to the channel. It can be pressed at most once a minute.

Where: Settings → General → “Transcript” buttonTranscripts →

Answer length in the form

A form question can require “from … to …” characters — too short an answer won’t open the ticket.

Where: Category → Messages → Form questionsCategories →

Blocked roles in a category

People with the selected roles can’t open a ticket in this category. Admins and staff aren’t affected.

Where: Category → Access → Who can’t openCategories →

Bot message color and footer

One stripe color and one footer line for the whole server, wherever a message doesn’t have its own.

Where: Settings → Texts and buttons → Bot message lookSettings →

The bot notices when it loses permissions

Once a day the bot checks its permissions and posts to the log channel if something is missing — and once more when the permissions are back.

New automation events

A member added or removed, an auto-close pause ended, the staff member who claimed the ticket left the server, a custom command was used in the ticket; “Message” got “only with an attachment”.

Where: Automations → rule → WhenAutomations →

Forwarded messages

Shown in the transcript and in the web panel inbox with a “↪ Forwarded” label, as in the Lolka client.

Transcripts →

“Creating your ticket…”

Right after pressing the button you can see the bot is working; the channel link arrives as soon as it’s ready.

Transcripts in the web panel

Paged, with search by number, subject and author, and sorting.

Where: Web panel → TranscriptsTranscripts →

The inbox loads more tickets

The ticket list in the web panel loads more as you scroll instead of stopping at the first page.

Where: Web panel → Tickets

“Claim” is the new name

That’s what taking a ticket is now called in the bot, the panel and the docs. After pressing “Claim” the button turns into “Unclaim”. If claiming is off in the category, these buttons are gone both in the channel and in the panel.

Where: Category → Behavior → ClaimClaim →

Faster closing, fewer messages

A ticket closes noticeably faster, the transcript catches up in the background. “Ticket closed” and the rating question are one message, form answers are a second card of the welcome message, and during a rush the log sends up to 10 entries in one message.

Blacklist in the web panel — admins only

Same as /blacklist in the bot: staff can only view it.

Where: Web panel → BlacklistBlacklist →

Support roles from the web panel

Access to tickets that are already open is granted and removed right away, not only for new ones. /staff add and /staff remove work the same way — and faster on servers with hundreds of tickets.

Where: Web panel → StaffStaff →

Refreshed web panel

A panel and a category are set up in one window with a live preview; Overview has “Needs attention” — what’s worth fixing on the server.

Settings transfer by code

Instead of a file — a code like PB-XXXX-XXXX-XXXX-XXXX, valid for a day. /ticket reset also gives a code before resetting, so you can bring everything back.

Where: Server settings → TransferSettings →

Six new automation templates

Ticket rush, frequent reopens, newcomer on the server, weekends, empty ticket, five stars to the reviews channel. New steps: block writing, add to the blacklist, remove buttons; new placeholders {user_name}, {staff_name}, {priority}, {rating} and more.

Where: Automations → TemplatesAutomations →Templates →

“Author’s role” and “Rush” triggers

The rule fires when the author gains or loses a role, or when the number of open tickets in a category goes over a threshold.

Automations →

A broken rule turns itself off

After 10 failed runs in a row; the reason is shown in the rule list.

Two new ticket permissions

Voice messages and bypassing slow mode.

Where: Category → AccessCategories →

Who can do what

/ticket escalate is available to staff; only admins can delete an open ticket.

Commands →

Automations

A “when → if → do” rule. When — a ticket event or time (the author is silent, nobody claimed…); if — category, priority, roles, support hours and more; do — post, close, move, give a role, send a webhook and a couple dozen other steps. You can wait between steps, repeat and branch with “if / else”.

Where: Web panel → AutomationsAutomations →

Ready-made scenarios

18 templates: remind the author and close, auto-reply outside working hours, call senior staff, close a ticket open for a week, “Issue solved”, appeal → unban and others.

Where: Automations → TemplatesTemplates →

Rule editor

Searchable blocks, a rule as a list of steps or a diagram with branches, highlighting of what’s not filled in, Ctrl+Z. “Dry run on a ticket” shows what the rule would do without doing anything. A run log, versions with rollback, copy and export.

Custom buttons

Buttons like “I got help” or “Need a specialist” can be added to the ticket welcome — with a label, color, emoji and who may press them. What a button does is up to an automation.

Where: Category → ButtonsCategories →

Rating after closing

After closing — ⭐ 1–5 or 👍 / 👎 and a review. The rating counts for whoever claimed the ticket; reviews can go to a separate channel. Statistics get a ratings block, the ticket table a column and a filter.

Where: Settings → Ratings (or in the category)Tickets →

Auto-close pause

/ticket pause and /ticket resume pause auto-close for a single ticket.

Commands →

Conversation retention

Conversations of closed tickets are kept for 180 days; the period can be changed in settings. The site now has a privacy policy and terms of use.

Where: Settings → Storage

Limits

The server limit counts across the server, a category limit counts that category’s tickets. The “support will reply soon” message is configurable and can call roles via {support}. Bot buttons can use your server’s emoji.

Rule safety

Only the server owner or a Lolka administrator can add ban, kick, role and ticket access steps to rules. @everyone and @here in rule texts don’t ping.

Ticket inbox

The list on the left, the live conversation in the middle (with edits and deletions), details on the right: priority, moving to another category, renaming, members. The table is still there — switch in the header.

Where: Web panel → TicketsTickets →

Replying from the web panel

Under the conversation of an open ticket there’s a reply box; the message arrives in the channel with your nickname and avatar. The bot needs the “Manage webhooks” permission — check with /debug.

Server home

A summary, a first steps wizard, weekly numbers with a chart, configuration tiles, “who changed what” and a settings check.

Where: Web panel → Overview

Texts, buttons and logs — once per server

Service texts and button looks, the log channel and events are in the server settings; a category can override any of them.

Where: Settings → Texts and buttons, LogsSettings →

The category comes first

A category is a type of request, a panel is a storefront with options. Support roles, buttons, limits, support hours, the welcome message, logs and transcripts belong to the category; the panel keeps its look, options and order. Tickets are moved between categories.

How it fits together →

Small things

The preview shows exactly what will arrive in Lolka; bulk actions in the ticket table are smarter; the bot is more patient with platform limits.

Support hours

A time zone and working hours for each day. Outside working hours the bot politely declines and says when support opens again. Admins and staff always get through.

Ticket author roles

A role the author gets while the ticket is open, and a role they get after it closes. Handy for verification and applications.

A role while the ticket is claimed

The staff member who claimed the ticket gets a role. It’s removed when they unclaim or the ticket closes.

Who can press the buttons

For each ticket button (“Close”, “Claim”, “Reopen” and others) you can allow only the roles you need. The setting narrows who can press, it doesn’t grant new rights.

Ticket limit per period

For example, no more than 3 tickets in 24 hours, closed ones included. The bot tells you how long until you can open the next one.

Roles that bypass limits

Roles that no ticket limit applies to can be set for the whole server.

Pinning the welcome message

The first ticket message with buttons can be pinned in the channel automatically.

The /debug command

A server check for admins: bot permissions, how full the categories are, log and transcript channels, roles and panels — on one screen.

Commands →

A category no longer overflows

A Lolka category holds at most 50 channels. When it fills up, the bot creates a continuation (“Name 2”) with the same permissions.

Multi-panel

Several panels in one message: each has its own button with a label, emoji and color. A preview is shown before sending.

Where: Web panel → PanelsPanels →

Command visibility

Bot commands you don’t need can be turned off on the server, or a group of commands can be shown only to those with the right permission.

Who can run a command

Any command can be tied to a list of roles; everyone else gets “closed for your roles”. Admins always get through.

Admins in commands too

Roles and people set as admins in “Staff” count as admins for bot commands as well.

Tidier commands

/panel delete removes the panel message from the channel, /staff remove takes away a role’s access to tickets, /ticket transfer posts to the channel and the log, and /ticket rename works only inside a ticket.

Live web panel

When a ticket is claimed, closed, reopened, escalated or renamed in chat, the ticket list and card in the web panel update right away, without reloading.

Close request outcome

A close request no longer disappears from the channel: instead of the buttons it keeps “Closing approved by …” or “Request declined by …”.

“Transcript” button on

The button is on by default again and puts the transcript file right into the ticket channel.

The panel follows its categories

When you change categories, the sent panel message updates right away. A panel holds up to 25 categories.

Settings check

Overview shows what’s missing: no staff assigned, the panel isn’t sent, log channels aren’t picked, the bot lacks permissions or a category is full. Each hint leads to where you fix it.

Where: Web panel → Overview

What a role can do

Pick a role and see what it can do in chat and in the web panel.

Where: Web panel → StaffStaff →

Public statistics

The site has a /stats page: how many tickets have been handled, how many servers the bot runs on and how long closing takes on average.

The author can reopen a ticket

A new setting: the author can reopen their own closed ticket.

Styling custom commands

A custom command’s reply can be an embed: title, color, image and footer.

Light theme

The web panel got a light theme; the switch is in the header.

Categories inside a panel

Each category belonged to its panel: server → panel → category → ticket (in 1.3.0 it flipped — the category comes first).

Two access levels

Admins and staff sign in to the web panel; which sections staff see is set by the permissions table.

Where: Web panel → Staff

A ticket in one click

If no questions are set, the ticket opens right away, without a form. Form answers come as a separate message, each next to its question.

A real panel copy

“Clone” copies all of the panel’s settings and categories.

Clear errors

Instead of codes like “403”, the bot and the web panel explain the reason in plain words, for example “the bot lacks the Manage channels permission”.

Mentions in transcripts

In transcripts and the ticket card, mentions look like @Name and #channel.

Tickets with a button

A panel in a channel: a member presses a button or picks a category and gets their own private channel with support. There’s also the /ticket open command.

Panels and categories

As many panels as you like, each with its own categories, form questions, messages, buttons, access rights and limits.

Working with a ticket

Claiming, escalation, priority, renaming, adding members. Closing in two steps or with staff approval; a closed ticket can be reopened.

Transcripts

On closing, the bot saves the conversation and sends it to the transcripts channel; the transcript also opens in the web panel.

Auto-close and blacklist

Tickets close on their own after N hours of silence or when the author leaves the server. The blacklist — for an hour, a day, a week or forever.

Web panel

Panel setup, ticket list, statistics, logs, staff, custom commands, settings backup, ticket export to CSV and transcripts to ZIP.

Custom commands

Commands with the “!” prefix and your reply — as text or an embed.