Guides
Tickets
Built-in support tickets. Members click a panel to open a private ticket; staff answer, and every ticket is saved with its transcript.
Tickets are built in. Set them up on the dashboard, with no code:
- You post a panel: a message with buttons or a dropdown, like "Open a ticket".
- A member clicks it. The bot opens a private thread or channel that only the member and your staff can see.
- Staff answer there. The first staff member who writes claims the ticket.
- When it is closed, the bot saves a transcript you can read and download on the dashboard.
Open Tickets in the dashboard menu.
1. Turn tickets on#
Open the Settings tab and turn on Tickets are on. Then set:
| Setting | What it does |
|---|---|
| Staff roles | Who answers tickets. Members with Manage Server always count as staff. |
| Log channel | Every ticket event is posted here. Optional. |
| Transcript channel | A summary of each closed ticket, with a link to its transcript. Optional. |
| Open at once per member | How many tickets one member can have open. |
| Blocked members and roles | People who can't open tickets. |
2. Make a panel#
A panel is one kind of ticket, like "Support" or "Report a member". Open the Panels tab and click New panel.
| Field | What it does |
|---|---|
| Name | Shown to members and staff. |
| Opens as | Private thread (the default) or Channel. Threads don't use up your server's channel slots. |
| Ticket name | The name of each ticket, like ticket-{number:4}, which gives ticket-0012. |
| Ask | Up to 5 questions in a pop-up before the ticket opens, or a longer form. |
| Welcome message | The first message in each ticket. Type { to add a variable, like the member's name or the ticket number. |
A saved panel saves itself as you edit it.
3. Post the panel#
On the Panels tab, under Posted messages, click Post panels. Pick a channel and which panels the message shows:
- Buttons: one button per panel.
- Dropdown: one menu with a choice per panel. It resets after each pick.
With Components V2, you can place the buttons or the menu anywhere in your message.
Working on a ticket#
Staff work in the ticket itself, or with /ticket commands:
| Command | What it does |
|---|---|
/ticket close | Close the ticket, with an optional reason. |
/ticket claim, /ticket unclaim | Take the ticket, or let it go. |
/ticket transfer | Hand your claim to another staff member. |
/ticket assign | Add or remove a helper. Several people can be assigned. |
/ticket add, /ticket remove | Let another member or role into the ticket, or take them out. |
/ticket rename, /ticket priority, /ticket label | Organize the ticket. |
/ticket tag | Send a saved reply. |
You can rename every subcommand in Settings → Command, then click Save.
On the dashboard#
The Tickets tab lists every ticket. Filter by status, panel, priority, staff, opener or label, and search by number, name or words in a closed ticket's messages.
Open a ticket to:
- Read it live while it is open, or read its saved transcript.
- Claim, assign, close, rename, change the priority or labels, or move it to another panel.
- Write staff notes. Only staff see them; they are not sent to Discord.
- Get a short AI summary. It uses your AI allowance.
Select several tickets in the list to close them or change their label or priority at once.
When a ticket closes#
- The member can get the transcript and a rating request by DM.
- In channel mode, the channel can move to a "closed" category.
- Staff can reopen it, or delete it.
Turn on auto-close in Settings to close tickets that go quiet, or when the member leaves the server.
Premium#
| Free | Starter | Basic | Advanced | |
|---|---|---|---|---|
| Panels | 2 | 5 | 15 | Unlimited |
| Open tickets | 50 | 200 | 1,000 | 5,000 |
| Transcripts kept | 7 days | 30 days | 90 days | 1 year |
| Saved replies | 5 | 25 | 100 | 250 |
| Staff teams, support hours, "no answer" pings | Yes | Yes | Yes | |
| A longer form before opening | Yes | Yes | Yes |
Labels (up to 50) and everything else on this page work on every plan.
Want to build your own version instead? See ticket system with code.