Transcripts and logs
A transcript is an HTML file with the ticket's whole conversation, created on close. The log is a stream of events (opened, closed, claimed…) to the log channel (the category's or the server's); in the web panel the events show in the ticket's feed.
Transcript
| Question | Answer |
|---|---|
| When it is created | On any close: by button, by command, by auto-close, when the author leaves, from the web panel — unless “Save the transcript on close” is off (Settings → Logs or the category's “Logs” tab); then there's no file in channels or in the panel, but the conversation in the database and search stay. /ticket delete makes no transcript. |
| What's inside | All of the channel's messages with author and time, attachments as links, embeds, the welcome and form answers. |
| Where it is sent | As a file — to one channel: the transcript channel (category → server), and if none is set — to the log channel, when “Transcript” is ticked in “What to log”. And always — to the web panel → Transcripts. To DMs — not yet: Lolka doesn't deliver direct messages from bots. |
| Mentions | Users, roles and channels are shown by name (@Alex, @Moderator, #general) — as in chat; names are remembered at close time, so they don't disappear when a person leaves the server. If the name is unknown — a bare id. Clicking a mention copies the id. The same in the ticket card in the web panel. |
| Who sees it | Staff and admins — in the channel and in the web panel. The author — if they have access to the transcript channel. A private ticket is an exception: its transcript doesn't go to the transcript channel, and in the web panel only admins, the claimer, whoever made the ticket private and members see it. |
| How long it's kept | By the server's retention period — 180 days after closing by default, no more than a year (Settings → Storage); earlier — if the ticket is erased in the web panel or a full /ticket reset is run. Channel auto-delete doesn't touch the transcript; a file sent to the transcript channel stays in the channel. |
Empty in both — the file goes to the log channel (if “Transcript” is logged); it's always in the web panel.
The “Transcripts” section in the web panel
A table: number, author, category, how many messages, close date. Actions — open a preview, download the HTML, download all as one ZIP archive. The “Transcript” button in a closed channel gives the file only to the presser (or, if set up so, puts it in the ticket channel). No more than once a minute: each person gets their own file, the ticket channel gets one for everyone.
Search
One box searches two places at once: the transcript list (number, subject, author) and the conversation text. Matches in conversations are below the list: the ticket, how many matches and up to three pieces of text around the word, with links to the transcript and the ticket itself. Tickets with the transcript turned off are found too — the conversation is kept in the database.
Maria used /Logs
Each event is an embed with the ticket number, panel, author and details (the close reason, who closed it). What to log is set once in the server settings; everything ticked — all events are logged (new ones too, if they appear), nothing chosen — no log. A category can set its own list — then it applies to its tickets; you can’t turn the log off only for a category: an empty list there means “same as server”.
The bot also writes here itself if it lost permissions it needs (“Manage channels”, “Manage roles” and others): once a day it checks its permissions and reports what’s missing and what doesn’t work because of it — and once more when the permissions are back. The same thing isn’t repeated every day.
Events
ticket_created- Event
- Opened
- Details in the log
- Author, category, subject
ticket_closed- Event
- Closed
- Details in the log
- Who closed it, reason
ticket_reopened- Event
- Reopened
- Details in the log
- Who
ticket_deleted- Event
- Deleted
- Details in the log
- Who
ticket_claimed- Event
- Claimed / transferred
- Details in the log
- Staff member (on transfer — to whom and by whom)
ticket_unclaimed- Event
- Unclaimed
- Details in the log
- Who
ticket_renamed- Event
- Renamed
- Details in the log
- New name, who
ticket_escalated- Event
- Escalated
- Details in the log
- From which category to which
ticket_private- Event
- Privacy
- Details in the log
- Who hid the ticket from staff or brought it back
transcript_saved- Event
- Transcript saved
- Details in the log
- The channel with the file (if the file itself went to the log channel — no line)
message_deleted- Event
- Message deleted in a ticket
- Details in the log
- Author, text
user_added- Event
- Member added
- Details in the log
- Who added whom
user_removed- Event
- Member removed
- Details in the log
- Who removed whom
The “Logs” section in the web panel
Actions in the web panel: who changed what and when, the panel, details — plus bot errors. It doesn’t depend on the log channel or the event filter. Actions in the Lolka channel (claiming with a button, /ticket close) aren’t written here — they’re in the ticket’s event feed.