Tickets

Overview#

The Ticket system lets you create support panels that members click to open private ticket channels. Staff can claim, manage, and close tickets with tracked reasons and history. Everything from panel creation to ticket analytics is available on the dashboard.

How to Set Up#

1. Go to the dashboard and select your server
2. Navigate to the Tickets section
3. Click Create Panel to set up a new ticket panel
4. Configure the panel embed: set a name, description, emoji, button label, and button color
5. Choose the category where new ticket channels will be created
6. Set a prefix for the ticket channels (up to 10 characters, e.g., ticket or support)
7. Optionally add ticket types so members can say what their ticket is about before it opens
8. Optionally choose roles to mention when a ticket is opened, so staff are notified immediately
9. Post the panel to a channel, and members will see a button they can click to open a ticket
10. Manage incoming tickets from both Discord and the dashboard

Configuration Options#

Panel Settings#

Setting	Description
Name	The title of the ticket panel embed
Description	Instructions or context shown on the panel
Emoji	An emoji displayed on the panel button
Button Label	Text on the button members click to open a ticket
Button Color	The color style of the panel button
Category	The channel category where ticket channels are created
Prefix	The first part of every ticket channel name, up to 10 characters
Ticket Types	Optional categories members choose from when opening a ticket
Mention Roles	Roles pinged when a new ticket is opened

Channel Naming#

Ticket channels are named prefix-username: the prefix you set on the panel, then the name of the member who opened the ticket. With a prefix of support, a ticket opened by ashleigh becomes #support-ashleigh.

The prefix is a plain piece of text, not a template: there are no placeholders to fill in, and it is capped at 10 characters. Each panel has its own, so a Support panel and a Bug Report panel produce channels you can tell apart at a glance in the channel list.

A ticket type can have a channel prefix of its own. Tickets opened with that type are named after their number instead: a type with the prefix bug turns ticket 42 into #bug-42.

Ticket Types#

Ticket types let a member tell you what their ticket is about before anyone reads it. Each panel can have up to 15 types, and each type has:

• Name: required, and what the member sees in the list (e.g., Bug Report, Ban Appeal, Partnership)
• Emoji: optional, shown beside the name. Standard emojis and your server's custom emojis both work
• Description: optional one-line explanation shown under the name, useful for steering people to the right option

Types are ordered, and you can move them up and down so the most common reason sits at the top.

What Members See#

• With no types configured, clicking the panel button opens a short form
• With types configured, clicking the button first shows a select menu of your types, then the same form

The form asks one optional question, What is this about? (up to 1000 characters). The answer is posted at the top of the new ticket as About, and becomes the ticket's topic in the dashboard. Closing the form without submitting opens no ticket.

The chosen type is recorded on the ticket, shown as a badge in the dashboard's ticket list, and included in the ticket-opened log entry, so staff know what they are walking into before they read a word. When a member leaves the question blank, the ticket list shows the type as its topic instead.

Reports From the Right-Click Menu#

Staff can also open a ticket about a member or a message without a panel. Right-click the member or message, open Apps, and pick Open user ticket or Open message ticket (see Context Menus).

• Only admins and members holding one of the default panel's staff roles can use them
• A form asks What is this report about? This one is required, since a report without a reason gives staff nothing to act on
• The member it is about can see the ticket. For a message report, the message is forwarded into the ticket as evidence
• The ticket opens under the panel marked as default, or the first panel if none is

Ticket Lifecycle#

• Open: A member clicks the panel button and a private ticket channel is created
• Claimed: A staff member claims the ticket, signaling they are handling it
• Closed: The ticket is closed with an optional reason

Dashboard Features#

• Ticket history: View all past and current tickets, each with its topic: the reason the member gave, or its type when they gave none
• Transcripts: Read every message in a ticket, including messages forwarded into it, and download it as text
• Stats: Track ticket volume, response times, and resolution rates
• Search and filter: Find tickets by member, status, or date
• Close an open ticket, with an optional reason that is posted before its channel is deleted

Deleting a Ticket#

Staff who can manage tickets can delete one from its transcript page with Delete. The ticket and its whole transcript are deleted and can't be recovered. If the ticket is still open, its Discord channel is deleted too. If the bot can't delete the channel, the ticket is kept and the dashboard says why.

Closing keeps the transcript; deleting removes it. Delete a ticket when it should not be kept at all, for example when a member asks for their data to be removed.

Bot Permissions#

To open tickets, the bot needs these permissions server-wide (Administrator covers them all):

Permission	Why
View Channels, Send Messages, Embed Links, Attach Files, Read Message History	To post in the ticket and keep its transcript
Manage Channels	To create the ticket channel, rename it, and delete it when the ticket closes
Manage Roles	To add members to a ticket with Add Member

The bot gives itself these permissions on every ticket channel it creates. Discord only allows that for permissions it already has server-wide, so if one is missing, the bot says which before anyone fills in the form.

Tips#

• Place ticket panels in a visible channel like #support or #help so members can easily find them.
• Use mention roles to alert your support team the moment a ticket opens. This reduces response time.
• Set up a dedicated category for tickets to keep them separate from your regular channels. You can set default permissions on the category so only staff and the ticket creator can see new channels.
• Add ticket types before you add a second panel. One panel with well-named types is usually easier for members to navigate than several panels scattered across channels.
• Keep type names short and type descriptions specific. "Ban Appeal: appeals for bans issued in this server" stops people opening appeals for the wrong thing.
• Encourage staff to claim tickets to avoid multiple people working on the same request.
• Skim the topic column in the dashboard to see what each open ticket is about before opening it.
• Close tickets with a reason so you have a clear record of how each issue was resolved. This is valuable for reviewing patterns and training new staff.
• Review ticket stats on the dashboard periodically to identify peak times, common issues, and how your team is performing.