Ticket System

01Free and Premium

• Free: 1 ticket panel, and transcripts are kept for 7 days.
• Premium: up to 10 panels, and transcripts are kept forever.

02What it does

Tickets are the cleanest way to handle support, reports and ban appeals. Instead of people DMing random admins or posting in public chat, they press a button and the bot makes a private channel that only they and your staff can see.

You'll find it under Management > Discord Integration > Ticket System. At the top is the main switch and a few numbers: how many tickets are open, how many were closed this week, and how long it takes your team to close one on average. Below that are three sections: Tickets, Panels and Settings.

03Getting it running

1. 1Pick your admin role when the dashboard asks for it. This role can manage every ticket.
2. 2Go to Settings and pick your Support roles. These are the people who handle tickets day to day. Save.
3. 3Go to Panels and pick one of the presets to start from. Support only is the simplest.
4. 4Change the text, buttons and questions however you like, then pick the channel the panel goes in.
5. 5Press Post panel. It shows up in that channel.
6. 6Flip the main switch on.

04Panels and ticket types

A panel is the message members click to open a ticket. You can have up to 10 panels, and each one can have up to 10 ticket types, like Support, Report a player and Ban appeal.

• Buttons or a dropdown: show each type as its own button, or tidy them into one menu. With a dropdown you edit the options right in the list: name, emoji and short description, plus the text shown in the menu. Use the arrows to change the order.
• Name, emoji, colour and description for every type.
• A form: ask up to 5 questions before the ticket opens, like "Who are you reporting?" The answers get posted at the top of the ticket, so your staff don't have to ask.
• Its own category: send report tickets to a different category than support tickets, if you like.
• Extra roles: let a specific role see one type of ticket only. For example, only your appeal team sees ban appeals.
• Welcome message: what the bot says when the ticket opens. It supports variables like {user}, {type}, {number} and {staff}.

The preview on the right shows the panel, the form and the ticket itself, so you can see the whole thing before it goes live. Click a button or open the menu in the preview and pick an option to see exactly what happens next.

05Inside a ticket

Every ticket gets a channel like ticket-0042, with the member's answers and two buttons: Claim and Close.

• Claim lets everyone know you're handling it, so two staff members don't reply at once. Turn on Only the person who claimed it can reply if you want the claimer to have it to themselves. Other staff can still read along.
• Close closes the ticket. If you've turned on Ask for a reason when closing, the bot asks for one first.

Staff can also use /ticket inside a ticket channel:

• /ticket add and /ticket remove to bring someone else into the ticket, or take them out.
• /ticket claim and /ticket unclaim.
• /ticket close with an optional reason. The person who opened the ticket can use this one too, if you allow it.
• /ticket rename to give the channel a better name.

06Settings

• Ticket admin role: the role that manages your tickets. It can see, claim, close, reopen and delete every ticket and get the transcripts, and it can always reply, even when someone else claimed the ticket. When you pick it, it also gets access to the tickets that are already open.
• Support roles: who can see, claim and close every ticket. Admins and anyone with Manage Server can always do this too.
• Blocked role: people with this role can't open tickets. Good for people who keep spamming them.
• Category: where new ticket channels get made.
• Open tickets per member: how many tickets one person can have open at the same time. Default is 1.
• Channel name: how ticket channels are named, using {number}, {type} and {username}. The box shows what the next ticket will be called.
• Ping support roles when a ticket opens.
• Members can close their own ticket: turn it off if only staff should close tickets.
• When a ticket closes: either delete the channel after a short countdown, or keep it. Kept tickets get Reopen, Transcript and Delete buttons for staff.
• Log channel: the bot posts here every time a ticket opens, gets claimed or closes, with the transcript attached.
• Save transcripts: keeps a copy of every message when a ticket closes. You can also DM the transcript to the member.

07The Tickets list

The Tickets section shows every ticket, newest first. Switch between Open, Closed and All, or search by name, ticket number, type or reason.

Click a ticket to see who opened it, who claimed it, who closed it and why, and the answers they gave in the form. From there you can Open in Discord, Download transcript or Close ticket without leaving the dashboard.