Tickets

Ticket types

/tickettype builder sets up ticket types by pointing and clicking, and /tickettype list shows them. Everything else about a type is on the dashboard's Tickets page, where each type has these groups:

• Form before it opens. Up to five questions, each a paragraph, a single line or a dropdown of choices, required or optional. /tickettype questions sets plain ones from Discord.
• Welcome message. Its own heading, message, image and colour. Placeholders: {user}, {username}, {nickname}, {num}, {server}, {type}, {account_age}, {open_tickets}.
• Who can open it. Only certain roles, never certain roles, how many of this type one member can have open, a cooldown, and what members can do inside (files, links, reactions and so on).
• Staff and pings. Extra support roles, extra roles to ping, and whether to ping the opener, the support roles or @here.
• Claiming and closing. When claimed: all staff keep typing, only the claimer types, or only the claimer can see it. The Close button can ask for a reason, ask to confirm, or close at once. Ratings, transcripts and the opener's copy can be switched per type.
• Limits and timers. Auto-close for quiet tickets, closing tickets the opener never wrote in, and closing when the opener leaves.
• Support hours. Hours for each day in your time zone. Outside them, new tickets are stopped, or allowed with a note.
• Channels. The channel name (presets or your own with {num}, {username}, {nickname}, {type}), an overflow category for when a category hits Discord's 50 channels, a category tickets move to while waiting on the opener, and a transcript channel of its own.

Anything left on the server default follows the server-wide setting.

Panels

Post the main panel with /ticketpanel. It shows every type, as buttons or as one dropdown. Extra panels show only some types, for example one in #appeals with just Ban Appeal. Make them on the dashboard and post one with /ticketpanel and its name, or from the dashboard.

The panel's text, colours and banner are yours to change on the dashboard's Tickets and Branding pages.

Inside a ticket

The first message is the ticket's control bar. It shows who opened it, who has claimed it, its priority and whether it is waiting on staff or on the member, and it updates in place. Under it are Claim and Close, and a Staff tools menu to add or remove people, rename the channel, change priority, ask the member to close it, or get the transcript so far.

Commands that work inside a ticket: /ticket claim, /ticket close, /ticket add, /ticket remove, /ticket rename, /ticket priority, /ticket transfer to hand it to someone else, /ticket notes for a private staff thread, /ticket switch to move it to another type, /ticket closerequest to ask the member to close (optionally closing it after a few hours), and /ticket transcript.

Staff can open a ticket for someone with /ticket open. Right-clicking a message and choosing Apps, then Open a ticket about this, opens one with the message attached. By default that is for staff only, and the person who wrote the message is not added.

Saved replies

Tags are answers you send often. Staff send one with /ticket tag. Admins add them with /ticket tags or on the dashboard. The same placeholders as the welcome message work.

Limits and the blacklist

Each type has its own open-ticket limit and cooldown, and the server can cap how many tickets one member has open in total. /ticket blacklist stops a member opening tickets, and the dashboard can block whole roles. Staff are never limited.

Closing, transcripts and ratings

One card goes to the transcript channel with the whole conversation attached as an HTML page (avatars and images included) and as a text file Discord previews in the app. The member gets the same card in DM with a 1 to 5 rating and room for a comment, and their rating is added to the card in the log.

/ticket stats shows open tickets, how many closed this week, by type, the average rating, the typical first reply time and common close reasons. Add a member to see their own numbers.

Closing quiet tickets

Off by default. When staff have answered and the member has not replied for the hours you set, the bot posts a warning with a Keep open button. If nobody replies before the warning runs out, the ticket closes with a transcript like any other. A ticket where the member spoke last is never closed this way, because it is waiting on your team.