Poggy Tickets

Overview#

Poggy Tickets gives players one place to ask for help, and gives your staff one panel to handle it. A player presses a key or types /ticket, picks what it is about and says what happened. The ticket goes to the staff who handle that kind of ticket. One of them claims it, answers in a chat with the player, or teleports to them with one press.

Staff roles are yours. A new server starts with Admin, Mod, Helper and Developer, but you can rename them, change what each may do, or make your own. Warn, kick and ban work from a ticket or with no ticket at all, and bans are poggy_core's account bans.

• Ticket window for players: two big buttons, I need help right now and Send a ticket, plus My tickets and Solved questions.
• Help requests: one press, no form, calls staff to where the player is.
• Staff panel: live ticket ages, online and offline players, filters, claim, assign, escalate, internal notes, ready-made replies, one-press teleports.
• Players menu (/mod): everyone online with their record, and Warn, Kick and Ban.
• Staff chat: a room per role, plus rooms you make. Never saved.
• Solved questions: staff can share a solved ticket with every player, names hidden.
• Audit trail: everything staff did, grouped by day.
• Discord: one post per ticket, edited as the ticket moves, never deleted.
• Website (off by default): players and staff use tickets in a browser at poggy.app/tickets, and banned players can appeal at poggy.app/appeal.

Requirements#

• A RedM server running VORP Core, RSG Core or QBCore RedM.
• poggy_core 0.19.0 or newer. For the screens to follow the Poggy theme you choose in /poggy, use poggy_core 0.23.0 or newer; with an older one they keep their own look.
• oxmysql.
• OneSync, for Go to player.

Installation#

1. Download Poggy Tickets and put the poggy_tickets folder in your resources folder.
2. Add it to server.cfg, after poggy_core and oxmysql:

   ensure oxmysql
   ensure poggy_core
   ensure poggy_tickets

3. Start the server. The database tables are made for you; there is nothing to import.
4. In game, type /tickets and add your staff on the Staff tab. Anyone your framework counts as an admin can already do this.
5. Optional: paste a Discord webhook in /poggy → Tickets → Discord, then restart the script.

Configuration#

Every setting is in config.lua, with a comment on each, and in game in /poggy → Tickets. Most changes apply at once; command names, the web panel settings and the Discord webhook need a restart of the script.

Opening and keys

Players cannot rebind the two keys themselves, so pick keys nothing else on your server uses. In /poggy you pick them from a key list.

The ticket form

Kinds of ticket

Config.Categories lists the kinds players pick from. Six ship with the script: Bug, Cheater, Player report, Help, Stuck or lost items, Other. Each kind has an id, a label, a starting priority (urgent, high, medium or low), reportsPlayer (the form asks which player, and staff get Warn, Kick and Ban on it) and wantsClip (the form asks for a video link, never required). Edit them in /poggy → Tickets → Kinds & routing.

Config.Routing and Config.HelpRoles are old settings. They are copied into the roles once, the first time 1.1.0 starts, so a server updating from 1.0 keeps its routing. After that, changing them does nothing: each role says what it sees.

Solved questions

Staff and moderation

Discord

To get a webhook: in Discord, channel settings → Integrations → Webhooks → New webhook → Copy URL.

The website (off by default)

Commands#

Every command name and both keys can be changed in config.lua or in /poggy → Tickets → Opening & keys.

Bans can also be handled from the server console with poggy_core's commands: poggycore ban, poggycore unban and poggycore baninfo. See poggy_core.

Permissions#

Who is staff

Staff are the people you give a ticket role, on the panel's Staff tab. Search any character name, online or not, tick their roles and press Save. A role is on the account, so it covers every character that person plays, and one person can hold several roles. Anyone your framework counts as an admin is an Admin here without being added.

Roles are yours

Edit roles in the staff panel (Staff → Roles) or in /poggy → Tickets → Roles, chat & replies. Changes apply at once, with no restart. For each role you choose:

• Name, colour and rank (rank only orders lists).
• What it may do, from 18 powers: claim, reply, close, go to a player, change kind, change priority, give a ticket to someone, escalate, mark the answer, warn, kick, ban, lift bans, staff notes, archive, add staff, read the audit trail, manage roles.
• Which kinds of ticket it sees.
• Whose staff chat it reads, besides its own.
• Whether it is told about help requests.
• An optional Discord webhook that copies the role's staff chat.

A new server starts with these four:

Only Admin can ban, lift bans, archive, add staff, read the audit trail and manage roles until you give those powers to another role.

Deleting a ticket for good

Archive is a role power: the ticket leaves every list but the Archived filter, nothing is destroyed, and Bring back undoes it. Delete is not a role power. Only the server owner can allow it, in server.cfg, and only a ticket that is already archived can be deleted:

add_ace identifier.steam:110000112345678 poggy_tickets.delete allow

Use that person's own identifier, or a group such as group.owner. The audit trail keeps one line saying who deleted which ticket and when; what the ticket said is gone.

Using it in game#

For players

1. Press Page Up or type /ticket.
2. Pick I need help right now to call staff to you with no form (for being stuck, downed or lost), or Send a ticket.
3. On the form: pick what it is about and how urgent, and say what happened. For a report, pick the player from the list and add a video link if you have one. Leave I would like a staff member to come to me on if you want a visit.
4. Send. Your position is saved with the ticket. If no staff are on, you are told, and the ticket is still saved.
5. A pop-up at the bottom right, with a sound, tells you when staff take, answer or close your ticket. Read and reply under My tickets.

While a player types, the form may show answers to similar questions from Solved questions, so a question already answered never becomes a ticket.

For staff

• The list shows each ticket's age live, green names for online players and grey rows for offline ones, and a coloured edge for urgent and high priority. Filter by status, kind and priority, or search. Red bubbles count what is still waiting.
• Claim a ticket to make it yours, Assign it to someone else, or Escalate to bring another role in while you stay the owner.
• Go to player or Go to location takes you there in one press, a few metres behind and invisible. Return takes you back and makes you visible.
• Reply in the Conversation box. Flip the switch for an internal note (dark red): it is removed on the server before anything is sent to the player.
• Ready-made replies sit above the reply box, best match first. Eight ship with the script; change them under Staff → Ready-made replies. {player}, {staff} and {id} are filled in.
• Mark as the answer pins a message in green for staff and player. On a closed ticket with an answer, Make public shares it in Solved questions with names hidden. Check nobody is named inside a message first.
• Close ticket asks why; the note is read by the player.

Warn, kick and ban

Open the Players menu with /mod, the panel's Players tab, or /poggy → Tickets → Players: warn, kick, ban. Pick a player to see their record (warnings, bans, tickets), then Go to, Warn, Kick or Ban. Every action needs a reason, and the player is never told who reported them. Someone who already left can be found by typing their name and pressing Enter.

• A warning is full screen and must be acknowledged; one left for an offline player shows when they log in.
• A ban is on the account, so it follows the player across characters. Tick "This is for cheating" when it is.
• The record shows what the ladder suggests next, which old warnings no longer count, staff notes the player never sees, and a watch flag that tells staff when that player logs in.

Bans belong to poggy_core, not this script: they are reversible and keep working even when Poggy Tickets is stopped. Lift one on the panel's Bans tab (it needs a reason and keeps the record) or with poggycore unban in the console.

Staff chat

The Staff chat tab has a room per role, plus any rooms you make with New room. With the starting roles, admins read every room, mods read Mod and Helper, helpers read Helper, and developers have their own. Messages are never saved: they live in memory and are gone at the next restart. Give a room a Discord webhook if you want a record.

Audit trail

The Audit tab lists everything staff did, grouped by day. Filter by area (Tickets, Moderation, Movement, Staff), by person, or click a ticket number to see only that ticket.

Tickets on the website

The website is off by default. When on, people sign in at poggy.app/tickets with their Cfx.re account and type your community ID.

1. /poggy → Tickets → Web panel → switch it on (or set Config.Web.Enabled = true), then restart the script.
2. Your community ID is made for you. It looks like ABCD-EFGH. Everyone sees it in game at the top of /ticket and /tickets and on their Website tab, so there is nothing to hand out. It is not a secret: on its own it opens nothing.
3. People link their account once. If their game is signed in to Cfx.re, they are linked by themselves the moment they log in, and the Website tab says so. Otherwise, or if they use a different Cfx.re account on the website, they press Get my link code on the Website tab of /ticket (or /tickets) and type the code at poggy.app/tickets. A code is six letters and numbers, works once, and lasts ten minutes. It must never be given to anyone else. Anyone can unlink on the same tab.

What players see: their own tickets, open and closed in the last 7 days, with a chip per character. They can answer and write a new ticket as one of their characters, with the same cooldown and limit as in game. They never see internal notes or anyone else's ticket. A banned player is sent to the appeal page instead.

What staff see: a second tab, the staff desk, for as long as their account holds a ticket role: read, reply, internal notes, claim, release, close. Take the role away in game and the desk is gone at the next sync. A staff link runs out after Config.Web.LinkDays (30) days without a login on your server. Every web action is checked against that person's role on your server, and shows in the audit trail as Name (web).

Confirm each browser (Config.Web.VerifyDevices, on by default): a Cfx.re sign-in alone does not open the staff desk. The first time in a new browser the page asks for a link code from /tickets → Website, so a stolen Cfx.re login is useless without also being in your game. Sign out my browsers on the same tab takes the staff desk away from every browser until each is confirmed again. Players' own tickets never ask for this.

Warn, kick and ban from the website (Config.Web.Moderation, off by default): when on, staff get those three buttons on a ticket that reports a player, if their role has the power in game. A reason is always asked for, and your server checks each one again. A ban from the website is always a local ban: bans for poggy_core's shared ban network are made in game. Keep Confirm each browser on if you use this.

Ban appeals

Switch on Config.Web.Appeals (it needs the website on). Your community is then listed by name at poggy.app/appeal. A banned player signs in with Cfx.re, picks you and writes their appeal. It arrives as a ticket of the kind Ban appeal, seen by every role that may lift bans with nothing to set up. Click the player's name to see their record, reply in the ticket, and they read and answer on the website. One open appeal per player at a time. To lift the ban, use the Bans tab or poggycore unban.

For developers#

Poggy Tickets has no public exports or events for other scripts. Bans are poggy_core's, so another script that needs to ban or check a ban goes through poggy_core; see poggy_core.

Tables, all made and kept up to date by poggy_core when the script starts: poggy_tickets, poggy_ticket_staff, poggy_ticket_roles, poggy_ticket_warnings, poggy_ticket_audit, poggy_ticket_help, poggy_ticket_chats, poggy_ticket_canned, poggy_ticket_notes, poggy_ticket_watch, and for the website poggy_ticket_web, poggy_ticket_weblinks, poggy_ticket_webchars. Edit roles and replies in the panel or /poggy, not in the database.

Troubleshooting#

A staff member cannot open the panel

They need a ticket role. Add them on the panel's Staff tab, or check that your framework counts them as an admin. If they hold a role but see no tickets, tick the right kinds on that role.

Staff do not see tickets of a new kind

Each role only sees the kinds ticked on it. After adding a kind, tick it on the roles that should see it: Staff → Roles → Edit.

I changed Config.Routing or Config.HelpRoles and nothing happened

Those are old settings, read once when 1.1.0 first started. Change who sees what, and who hears help requests, on each role.

The key does nothing

Another resource may use the same key. Pick a different one in /poggy → Tickets → Opening & keys, or use the command. The staff key was Page Down before 1.1.0 and is Home now, because vorp_admin uses Page Down.

Delete is greyed out or refused

Delete needs the poggy_tickets.delete permission in server.cfg, and the ticket must be archived first.

Go to player does not work

Teleporting to a player needs OneSync on the server.

Discord posts do not appear

Check the webhook address in /poggy → Tickets → Discord, then restart the script.

Staff chat messages are gone

That is on purpose: staff chat is never saved and is cleared at every restart. Give a room a Discord webhook if you need a record.

The website says I am not linked

Get a link code from the Website tab of /ticket and type it at poggy.app/tickets within ten minutes. Staff on a new browser need a code from /tickets → Website to open the staff desk.

Updating#

poggy_core's updater installs new versions and keeps your config.lua and translations.lua values: see Updates in poggy_core.

• From 1.0: the first start of 1.1.0 or newer copies your Config.Routing and Config.HelpRoles into the roles once. After that, the roles are what count. The default staff panel key is Home since 1.1.0 (it was Page Down, which vorp_admin also uses); an update keeps the key you already had, so change it in /poggy if it clashes.
• The screens follow poggy_core's theme from poggy_core 0.23.0; update poggy_core too if they still look the old way.