Ticket records
We keep the inquiry you submit, your Discord identity, ticket category, assigned staff, timestamps, messages, attachments and feedback. This lets our support team answer your request and keep a record of how it was handled.
Who can access a ticket
You can view your own open and closed tickets. General support staff can access General Support channels, High Rank staff can access General and High Rank channels, and Management staff can access all support channels. Discord administrators and the server owner can also access channels through their Discord permissions.
In the support portal, staff can view their own tickets and tickets currently assigned to them, including closed tickets. Unclaiming removes that assignment and its portal access. Management can view all tickets, transcripts and feedback. Authorised California dashboard administrators can review all support records. An individual transcript link still requires sign-in and permission; sharing its address does not give someone access.
Secure storage
Transcript contents, attachment contents, inquiries and feedback are encrypted before they are stored. Archives use private storage rather than public file links. Connections use HTTPS, and access is checked on every transcript and attachment request. Operational identifiers and timestamps are kept so we can manage the archive.
Feedback
After your ticket closes, you may submit a rating and feedback through the bot. The review is visible to you, the assigned staff member, Management and dashboard administrators. It is also sent to the configured Ticket Quality channel.
Sign-in and connection records
Discord sign-in requests your identity, not your email or full server list. Membership and support roles are checked using the bot. A secure, HTTP-only cookie keeps your session for up to seven days. Session identifiers are hashed, and sessions are tied to the connection and browser that signed in. Encrypted connection and security logs are kept for up to 30 days.
Retention and deletion
Closed ticket transcripts, archived attachments and feedback are retained until manually deleted. There is no automatic expiry for closed archives. A superadmin can permanently delete a closed archive. Contact the California administration team in Discord to request access, correction or deletion.
Service providers
Discord provides sign-in and ticket conversations. Cloudflare provides hosting, private storage and network protection. Archived conversations use DiscordChatExporterPy to preserve their Discord-style appearance.