Queues
Queues put tickets in order. When a busy category has more tickets than staff, each member is told their position, and the next in line is DMed as soon as the ticket ahead of them closes.
Where: Dashboard → Support desk → Queues · In Discord: /setup → Queue
#How it works
A queue is a name plus the ticket categories that belong to it. When a ticket opens in one of those categories, FiveUnity adds it to that queue and posts a Ticket Added to Queue embed in the ticket channel with its position. When the ticket at the front closes, everyone behind it moves up and the new front-of-queue member gets a Your Ticket is Next! DM.
Tickets join a queue automatically; there is nothing for the member to do. A paused queue takes no new tickets.
#Set it up
Queue rows are created for you. Run default setup on the Tickets page (or /setup → Tickets → Run Default Setup) adds one row per built-in ticket type (Support Ticket Queue, Tebex Ticket Queue, and so on) each already covering that type's categories. Open the Queues page afterwards to rename them, adjust the categories, or switch parts off.
Use Add queue at the top of the Queue rows section to create one by hand, and Remove queue on a row to take it away. Everything on the page (the defaults and the rows) is saved together by the save bar at the bottom.
#Queue defaults
Changing either of these applies it to every queue row on this server when you save. Leave them alone and each row keeps its own value.
| Setting | What it does |
|---|---|
| DM members when their ticket is next | On, the member at the front of the queue is DMed as soon as the ticket ahead of them closes. |
| Staff mention role | The role mentioned when a ticket reaches the front of a queue. |
#Queue rows
Each row is one queue.
| Setting | What it does |
|---|---|
| Name | What the queue is called, in the position embeds and in /queue. Up to 64 characters. |
| Categories | The ticket categories that feed this queue. A ticket opened in any of them joins this queue. |
| Sticky message channel | Where the queue position embed is pinned. |
| Next-in-queue message | The text of the DM sent when a member reaches the front. {user} and {server} are filled in. Up to 500 characters. |
| Staff mention role | The role mentioned for this queue, overriding the default above. |
| DM members when their ticket is next | Turns the next-in-line DM on or off for this queue only. |
| Paused | On, no new ticket joins this queue. Tickets already in it stay where they are. |
A server can hold up to 20 queue rows, with up to 25 categories each.
Point a queue at both halves of a ticket type (the normal category and its ⏰ Staff Reply - … twin) so a ticket does not fall out of the queue when it swaps sides. The default setup does this for you. See Ticket behaviour.
#In Discord
/queue is an admin command for looking at and tidying up queues. Day-to-day configuration belongs on the dashboard.
| Command | What it does |
|---|---|
/queue view logical_queue_name:<name> | Lists everyone currently in that queue, in order, with their ticket channel. |
/queue remove ticket:<ticket> | Takes one ticket out of its queue and posts a notice in the channel. Everyone behind moves up. |
/queue clear logical_queue_name:<name> | Empties a queue without deleting it. |
/queue delete logical_queue_name:<name> | Deletes the queue and everything in it. |
/setup → Queue offers Toggle DM Notify and Set Staff Role, the same two settings as Queue defaults above.
/queue delete removes the queue row itself, not just its contents. The tickets stay open; they simply stop being queued. Use Paused on the dashboard if you only want to stop new arrivals.
#Tips
Pause a queue during an event or an overnight gap rather than deleting it. Members already in line keep their position, and new tickets simply open without a queue position.
Keep the next-in-queue message short and specific; it lands in a DM with a link to the ticket channel, so Your ticket is next, {user}! A member of the {server} team will be with you shortly. is plenty.
#Related
- Tickets: panels, ticket types, and the categories queues point at.
- Applications: forms and reviews, which do not use queues.