Tickets
A panel members click to open a private channel with your staff: support, appeals, applications, reports.
Set up
Tickets are set up on the dashboard, where you can see every option at once.
- Open the dashboard → your server → Tickets, and set your staff roles (who handles tickets) and a log channel.
- Create a panel: the message members click. It shows buttons or a dropdown.
- Add options to it, one per kind of ticket (General help, Report, Appeal…). Each option has its own category, support roles, messages, and timers.
- Send the panel to a channel from the dashboard.
The bot needs Manage Channels and Manage Roles to create ticket channels and set who can see them.
Handling tickets
Inside a ticket, staff use the buttons on the first message, or these commands:
| Command | What it does |
|---|---|
| ,tickets claim | Take the ticket, so others know you've got it |
| ,tickets close | Close it (the member, and anyone you allowed, no longer see the channel) |
| ,tickets reopen | Open it again |
| ,tickets delete | Delete the channel (a transcript is saved first) |
| ,tickets move | Move it to another option, e.g. from General to Reports |
| ,tickets allow | Let another member or role into this ticket |
| ,tickets transcript | Get the transcript, or a saved one by case number |
With a reason
,tickets close resolved, thanks! ,tickets move Reports wrong option
More features
- Forms: ask questions in a popup before the ticket opens (an appeal form, an application). The answers are posted in the ticket under the opening message, unless your opening message already shows them with
{ticket.form.field.<key>}. - Automations: close inactive tickets, delete closed ones after a while, remind members.
- Trainees: staff who can see tickets but need permission to speak, claim or close (,tickets trainee).
- Claim profiles: a staff member's own claim message and channel rename (,tickets profile).
- Stats: tickets per period and per staff member (,tickets stats).
- Blacklist: stop someone opening tickets (,tickets blacklist).
Custom messages
Every ticket message (the panel, the opening message, claim and close messages…) takes embed script, with {ticket.*} variables like {ticket.case}, {ticket.claimer} and form answers. See the ticket variables.