Internal bot of the RMRP project

RMRP Tickets

RMRP Tickets is an internal Discord bot that runs the player support ticket system of the RMRP game project (rmrp.ru). A player opens a request from the «ticket hub», the bot creates a private channel, keeps the dialogue, routes the request to the responsible staff members and closes it according to the project's rules.

Purpose

The bot receives and processes RMRP player requests: player questions, complaints, access recovery, dispute reviews and other cases handled by the project team. It is not a public service: it runs only on the project's own Discord servers and provides no services to third parties.

• Ticket hub. The !discord_staff command (alias !ds) deploys an interactive request panel in a channel. The channel is locked for everyone except the bot.
• Dialogue in the ticket. All communication happens in the private ticket channel; every ticket gets a code such as prod1-fsbu-00042.
• Routing to staff. Who may take and assign tickets is defined by the project's settings: lists of allowed, required and excluded roles, plus a list of super-admins.
• Transparency. Statuses, assignments, timestamps and close reasons are recorded in the project's database, and ticket messages are relayed to a service channel so support quality can be reviewed.

How a ticket works

1. A player presses the «Create ticket» button in the hub channel.
2. The bot checks the user's limit of simultaneously open requests (two by default).
3. A private text channel is created next to the hub; the author, the bot and the required staff roles get access.
4. A pinned message with the ticket card is posted: ticket code, author, status and control buttons.
5. A staff member presses «Take» or «Assign» and picks the assignee. An assignee must hold one of the allowed roles and must not hold any excluded role.
6. If the player replies and the assigned staff member stays silent longer than the configured time (12 hours by default), the bot pings them.
7. A staff member or the author closes the ticket: a close reason is selected, the status and time are recorded and write permissions are removed.
8. After closing, the player is invited to rate the request, and the channel is deleted automatically after a few days (three days by default).

Commands and buttons

Command / button	What it does
!discord_staff / !ds	Deploys the ticket hub in the current channel. Available to project super-admins only; the channel becomes read-only for everyone else and the service message is removed from the chat.
🧾 «Create ticket»	Hub button: creates the private ticket channel and the ticket card.
🧰 «Take»	A staff member assigns the ticket to themselves.
👤 «Assign»	Transfers the ticket to a particular staff member from the eligible list.
🔒 «Close ticket»	Closes the ticket with a reason (for staff — «Request completed», «Request declined», «Intervention no longer needed», «Other»; for the player — «No longer needed», «Problem solved», «Other»).
⭐ Rating	After closing, the player is invited to rate how the request was handled.

Requested Discord permissions

The bot requests only the permissions required to run the ticket system:

View Channels Manage Channels Manage Roles Send Messages Manage Messages Manage Webhooks Embed Links Read Message History

The bot also uses the Server Members and Message Content intents: the first is needed to grant ticket channel access to members and to resolve their roles, the second to see messages inside a ticket channel and pass them on to the staff. The Presence intent is not used.

What data is processed and why

Data	Why	Where it is stored
Discord user ID, username, display name, server nickname, account creation date	identifying the ticket author and the recipient of the reply, the ticket card	project's MySQL/MariaDB
Snapshot of the member's roles at the moment the ticket is created (role IDs and names)	understanding who is asking and which staff members can access the ticket	project's MySQL/MariaDB
Ticket content: message text, attachments, links, service channel and message IDs	keeping the dialogue with the player and passing the request to the responsible staff	project's MySQL/MariaDB and the project's service channels and logs
Statuses, assignments, close time and reason, ratings	support quality control and internal reporting	project's MySQL/MariaDB
Hub configuration: guild, channel, message, request type, game server, deploying author	operating deployed hubs and routing requests	project's MySQL/MariaDB
List of super-admins (Discord IDs)	restricting who may deploy hubs and manage assignments	project's MySQL/MariaDB
Technical logs and metrics (errors, database pool size, query error counters)	diagnostics and bot stability	project's server (local logs, Prometheus metrics)

The data is processed solely to handle player requests and for the project's internal reporting. The bot does not sell data, does not use it for advertising and does not share it with third parties except as described in the Privacy Policy.

Retention and deletion

• the ticket channel and its content are deleted automatically a configured number of days after closing (three days by default, minimum one day);
• records of requests, their statuses, assignments and ratings are kept in the project's database as long as needed to review disputes and for internal reporting;
• technical logs are kept for a limited period required for diagnostics;
• requests for access, correction or deletion of data are sent to the contacts below and are handled within 30 calendar days.

Legal documents

• Privacy Policy — «RMRP Tickets» section (RU)
• Terms of Use — «RMRP Tickets» section (RU)
• Overview of all project bots

Discord is an independent platform; the bot uses the official Discord API and is not affiliated with Discord Inc. The RMRP game project is an independent GTA 5 RP project, not affiliated with Rockstar Games / Take-Two Interactive.