Ticket Transcripts
Save, export, and manage ticket transcripts for record-keeping and support team analysis.
Overview
Ticket transcripts allow you to save and archive conversations for future reference. SYNTHET automatically creates transcripts when tickets are closed and provides multiple export formats for analysis and compliance purposes.
Transcripts are valuable for training, compliance, quality assurance, and resolving disputes about ticket resolutions.
Automatic Transcript Creation
SYNTHET automatically creates transcripts when tickets are closed:
When Ticket is Closed
A full transcript is automatically generated and saved. Users receive a copy of the transcript via DM.
Transcript Contents
Includes all messages, timestamps, author information, ticket metadata, resolution status, and any staff notes or tags added during the ticket.
Storage
Transcripts are stored securely and can be accessed from the dashboard or exported for offline storage.
Transcript Management
Use these commands to manage transcripts:
/ticket transcript view <ticket_id> | View a ticket transcript |
/ticket transcript export <ticket_id> <format> | Export in specified format |
/ticket transcript list | View all transcripts |
/ticket transcript search <query> | Search transcripts |
/ticket transcript delete <ticket_id> | Permanently delete transcript |
Export Formats
Export transcripts in multiple formats for different purposes:
HTML .html
Formatted webpage with styling and embeds
PDF .pdf
Printable document format with full formatting
TXT .txt
Plain text format for simple text editors
JSON .json
Structured data format for API integration
CSV .csv
Spreadsheet format for analysis and reporting
Markdown .md
Markdown format for documentation and blogs
Export Examples
Examples of exporting transcripts in different formats:
Transcript Settings
Configure automatic transcript behavior:
/ticket settings transcript auto-save <true/false> | Auto-save on close |
/ticket settings transcript send-user <true/false> | Send copy to user |
/ticket settings transcript send-channel <true/false> | Log to archive channel |
/ticket settings transcript retention <days> | Days to keep transcripts |
/ticket settings transcript channel <#channel> | Set transcript log channel |
Access Control
Control who can view and export transcripts:
User Access
Users can always view transcripts of their own tickets. They automatically receive a copy when the ticket is closed.
Staff Access
Staff members can view transcripts of tickets they participated in or managed. Admins can view all transcripts.
Data Protection
Transcripts containing sensitive information can be anonymized or deleted. Configure retention policies for compliance.
Batch Operations
Export multiple transcripts at once:
Analytics & Reporting
Use transcripts for analysis and reporting:
Quality Assurance
Review transcripts to ensure support quality and identify training opportunities for staff members.
Trend Analysis
Export to CSV and analyze common issues, resolution times, and customer sentiment across your support tickets.
Compliance Records
Keep complete records of all support interactions for compliance audits and dispute resolution.
Tips & Best Practices
- • Enable auto-save transcripts to ensure no data is lost when tickets are closed
- • Send transcripts to users to improve transparency and record-keeping
- • Archive transcripts to a dedicated channel for easy access and organizational records
- • Set appropriate retention policies based on your server needs and compliance requirements
- • Export transcripts regularly for backup and off-site storage
- • Use JSON format for integration with external systems and analytics tools
- • Use CSV format for analysis in spreadsheets and business intelligence tools
- • Use PDF format for professional reports and sharing with management
- • Consider anonymizing transcripts before sharing externally for privacy
- • Review transcripts periodically for quality assurance and staff training
Privacy & Compliance
GDPR Compliance
If your server handles EU residents' data, ensure you have proper data retention policies and deletion mechanisms in place.
Data Minimization
Only keep transcripts for as long as necessary. Set appropriate retention periods and automatically delete old transcripts.
Access Controls
Restrict who can view sensitive transcripts. Implement role-based access and audit logs for compliance.
Anonymization
Use transcript anonymization features to remove personal data before sharing transcripts for analysis or training.
Troubleshooting
Transcript not created when ticket closes
Verify that auto-save transcripts is enabled in settings. Check that the bot has permission to read message history in the ticket channel.
User didn't receive transcript copy
Check that "send-user" transcript setting is enabled. Verify the user hasn't disabled DMs from the bot or the server.
Export file is too large or incomplete
Very long conversations may have size limits. Try exporting to JSON or splitting into smaller date ranges.
Cannot view old transcripts
Check the transcript retention setting. Old transcripts may have been automatically deleted based on your policy.
Export format not available
Some formats may require additional permissions. Check your staff role has access to transcripts export feature.