Set up support tickets

10 minutesAdmins (Administrator)

At the end you will have a ticket panel in a channel of your choice. A member presses a button, answers a few questions if you set any, and the bot opens a private channel that only they and your support role can see. When staff close it, a transcript is saved to a log channel and sent to the member.

Before you start

• You need the Administrator permission in your Discord server, or to be the server owner. Members without it get "You don't have access to this command here."
• Make a category for ticket channels (for example "Tickets") and a support role (for example "Support Team"). Make a private text channel for transcripts too (for example #ticket-logs).
• The bot needs Manage Channels and access to the ticket category, or it cannot create ticket channels.

Steps

1. Open the ticket type builder

Type /tickettype builder in any channel.

You see: a "Ticket Types" card with two menus and three buttons: Add Type, Remove Last and Done.

2. Pick the category and support role

In the first menu pick your ticket category. In the second menu pick your support role.

You see: the card updates under "A new type will use" with your category and role. The support role is pinged when a ticket opens and can see every ticket of this type.

3. Add a ticket type

Press Add Type. Fill in the form:

• Button label, for example General Support
• Description shown on the panel (optional)
• Questions before it opens, one per line. Add (optional) at the end of a question that members can skip. Up to 5 questions.

Press Submit.

You see: the new type listed on the card, with its category, role and number of questions.

Repeat step 2 and step 3 for each type you want, such as Report a Player or Staff Report. Each type can use a different category and role. You can have up to 20 types. When you are finished, press Done.

You see: "Done, post it with ticketpanel."

4. Choose where transcripts go

Type /ticketlog channel:#ticket-logs.

You see: "Ticket transcripts will log to #ticket-logs."

5. Post the panel

Go to the channel members should use, for example #support, and type /ticketpanel. You can also type /ticketpanel channel:#support from anywhere. Add description: to change the text at the top of the panel.

You see: "Posted the ticket panel in #support." The panel shows a Support heading and one button per ticket type.

6. Work a ticket

When a member opens a ticket, the new channel shows the member's answers and these controls:

• Claim marks the ticket as yours. Press it again (it now says Release) to let it go.
• Close asks for a reason (optional), saves the transcript, sends the member a copy, and deletes the channel.
• The Staff tools menu adds or removes people, renames the channel, asks the member to close it, sends you the transcript so far, and sets the priority.

You can also type these inside a ticket channel: /ticket claim, /ticket close reason:, /ticket add member:, /ticket remove member:, /ticket rename name:, /ticket priority level:, /ticket transfer member: and /ticket notes (a private staff thread the member cannot see).

Change it later

• Change a type's category, support role or description: /tickettype set label:General Support role:@NewRole
• Change the questions for a type: /tickettype questions label:General Support questions:What happened? | Roblox username (optional) (separate questions with |, leave empty to remove them all)
• Add a type without the builder: /tickettype add label:Appeals category:Tickets role:@Support
• Remove a type: /tickettype remove label:Appeals
• See every type: /tickettype list
• Stop someone opening tickets: /ticket blacklist member:@user (run it again to allow them)
• After any change to types, run /ticketpanel again so the panel shows the new buttons.

If something goes wrong

• "Add ticket types first with tickettype add." You ran /ticketpanel before making any types. Do steps 1 to 3 first.
• "I couldn't create the ticket channel. I need Manage Channels (and access to the ticket category)." Give the bot's role Manage Channels, and make sure it can see the ticket category.
• The ticket category is full. Discord allows 50 channels per category. Close old tickets, or set an overflow category on the dashboard (Tickets, edit the type, Channels).
• "Only staff can claim tickets." or "Only staff can close tickets." The person does not have the type's support role. Give them the role, or change the role with /tickettype set.
• No transcripts appear. Set the channel with /ticketlog, and check the bot can send messages and attach files there.
• A member says they cannot open a second ticket. By default each member can have one open ticket per type. They see a link to the one they already have.
• The panel still shows an old type. Panels do not update themselves. Run /ticketpanel again and delete the old panel message.