Support tools
Tickets in the panel, feedback with ratings, staff notes, and staff requests that need the owner's approval.
All of these are under Stratum → Support.
Tickets
Users open tickets from the Support page in the panel, optionally about one of their servers. Staff work through a queue with categories, priorities (low to urgent) and statuses (open, answered, on hold, closed).
- Assign tickets to staff, close them, delete them.
- Stale tickets close on their own after the time you set.
- With the Discord bot, tickets also show in Discord.
Feedback
Users send ideas, bugs and ratings from the Feedback page in their account. Staff reply, tag and sort them. A blacklist stops spam. New feedback can be posted to Discord.
Staff notes
Staff write notes on users and servers that only staff see, for example "refunded once, be careful".
Staff requests
With staff requests on, staff must ask the owner before they work on someone else's server. The owner gets the request on the server's Staff Requests page and approves it for a set time, or denies it. While approved, staff can work on the server; afterwards access ends on its own. This also covers SFTP.
Owners can give a subuser the permission to decide requests for them (see Subusers). Staff with access.bypass skip the request.
Suggestions
Staff requests make a good selling point: tell customers that nobody opens their server without their OK, and that every access is in the Activity log.