How tickets work
A ticket is both (1) the conversation in Discord and (2) structured metadata in Stavent: priority, tags, owner, SLA timers, and a transcript. Tickets can be created from a form panel, a slash command, or an API call.
Note
Stavent’s “AI triage” is modeled as automations that suggest tags, extract entities, and recommend a team. Agents remain in control.
States
| State | Meaning | Typical transitions |
|---|---|---|
| New | Created and waiting for a first agent touch. | → In progress, → Closed |
| In progress | An agent is actively working the issue. | → Waiting on customer, → Closed |
| Waiting on customer | Agent requested info and is blocked. | → In progress, → Closed |
| Escalated | High impact or time-sensitive; on-call engaged. | → In progress, → Closed |
| Closed | Conversation ended; transcript generated. | (terminal) |
Ownership and assignment
Ownership is a single “responsible agent” for the ticket. Teams can still collaborate, but ownership drives SLA reporting and escalation.
- Auto-assignment: first responder becomes owner.
- Round-robin: distribute by availability.
- Manual: supervisors assign based on context.
SLAs and timers
Stavent tracks two common timers: first response and time to resolve. Timers pause in Waiting on customer and resume when the requester replies.
Tip
Define separate SLAs per priority. A single SLA for all tickets usually penalizes your team on low-urgency work.
Closing and transcripts
On close, Stavent can lock the channel/thread, generate a transcript, post a satisfaction prompt, and send a webhook event for downstream systems.
Transcript export (example JSON)
{
"ticketId": "tkt_9f3b...",
"discord": {
"serverId": "123",
"channelId": "456"
},
"status": "closed",
"tags": ["billing", "refund"],
"messages": [
{"at": "2025-12-01T12:01:00Z", "author": "user", "content": "Hi—need help"},
{"at": "2025-12-01T12:02:10Z", "author": "agent", "content": "Happy to help—what's your order id?"}
]
}