Ticket System – additional terms

The Ticket System is an add-on of the VelonLabs tools. It runs a Discord bot that you created yourself in the Discord Developer Portal (“your bot”) as a support ticket system on Discord servers to which you invited it. You manage panels, categories, roles, texts, transcripts and logs in Discord Studio on velonlabs.dev. The Ticket System runs with a hosting package of your bot (section 7). The contracting party is XDEVIO DIGITAL Ltd. (full details in the legal notice). The terms of use, the privacy policy and the acceptable use policy apply in addition.

• You own the bot application and are responsible for its use complying with the Discord Developer Terms of Service and Developer Policy.
• You use the Ticket System only on servers where you are entitled to do so (owner or “Manage Server” permission).
• You inform the members of your server appropriately that tickets, form entries and ticket histories (transcripts) are stored and who can access them.

• We store the bot token encrypted. It is never displayed or passed to AI services and is only used to carry out the ticket functions you configured.
• When you connect, we set your application’s interactions endpoint to our service and enable – where Discord allows it – the message content intent for transcripts. An existing third-party endpoint is only replaced after your explicit confirmation.
• When you disconnect, we remove the endpoint, the /ticket command and the token. You can reset the token in the Developer Portal at any time.

• We process Discord IDs and display names of ticket openers and team members, form entries, ticket status and events, ratings and – when a transcript is created – the messages of the ticket channel including links to Discord attachments.
• Transcripts are deleted after the period you set (1–365 days, default 30 days); form entries of closed tickets are cleared after the same period. Event logs are deleted after 365 days. When you disconnect the bot, we delete the token, settings, ticket data and transcripts of that bot.
• You are the controller under data protection law for the ticket contents of your server members; we process them solely to provide the Ticket System according to your settings. A contract under Art. 28 GDPR and information on the technical and organisational measures can be requested at [email protected]. Details are in the privacy policy.

• If AI first help is enabled, the ticket opener’s form entries, follow-up questions and the knowledge text you provided are sent to the AI services we use (see service providers) to answer them. Answers rely only on your knowledge text and may be incomplete or wrong; the team can take over at any time.
• Each AI answer is billed in credits from your account based on the AI usage actually recorded and shown as “Plugin: TicketSystem”. If your credits are insufficient, the ticket is passed to the team without an AI answer.

The operator of the respective offering activates the Ticket System with an API key “Plugin: TicketSystem”; revoking it stops all functions immediately. The Ticket System is in open beta. Discord may change features, rate limits or policies, which can temporarily restrict functions. There is no entitlement to a particular availability.

Like every bot in Discord Studio, the Ticket System runs only with an active hosting package of your bot (Bot Basic, Bot Plus or Bot Pro). You do not need an own bot version for it. The package is billed in advance in credits for 30 days at a time; the price is shown before booking. While your Plus or Max plan is active, one Bot Basic package per account is included, and Bot Plus and Bot Pro then cost only the difference. Term, renewal, pause for missing credits, cancellation and withdrawal follow the Discord bot hosting terms you confirm when booking. AI answers under section 5 are billed in addition in AI credits.

Without an active package (not booked, stopped, paused for missing credits or ended) your bot accepts no new tickets, and reminders and auto-close are on hold. Members get a notice when opening a ticket; open tickets can still be worked on and closed. Settings, tickets and transcripts are kept according to section 4. We never book a package without your confirmation.

Prohibited are in particular spam, collecting data without informing the persons concerned, circumventing Discord restrictions and any use contrary to the acceptable use policy. We may block the function in case of violations.

You can disconnect at any time in Discord Studio under Settings › Discord connection. This deletes the settings, ticket data and transcripts of that bot; messages and channels already posted in Discord remain there. A booked hosting package does not end with this: you turn off its renewal or end it in Discord Studio under Settings › Hosting.