Ticket system
Private support tickets with ticket types, forms, claiming, close requests, full transcripts and ratings. Set it all up from your dashboard.
On this page
- Before you start
- Set it up
- Settings explained
- Ticket type settings
- Commands
- How a ticket works
- Opening a ticket
- Claiming
- Closing
- Ratings
- Tickets from applications
- Examples
- Troubleshooting
- "I can't create ticket channels here yet."
- The panel didn't appear
- Staff can't see new tickets
- "You already have an open ticket"
- Nothing appears in the ticket log channel
- The member didn't get the transcript or rating
- Related
The ticket system gives members a private way to reach your staff. A member picks the kind of help they need on your ticket panel, answers a short form, and the bot opens a channel only they and your ticket staff can see. Staff claim the ticket so nobody answers twice, close it when it's sorted, and the member gets a copy of the conversation and a chance to rate the help.
Before you start#
- Members with Administrator, Manage Server or Manage Channels always count as ticket staff. Add your other staff roles under Staff roles.
- If a channel or role is missing from the dashboard lists, run
/setupin Discord, choose Update Channels and Roles for Website, then refresh the page.
Set it up#
It's under Tickets & applications in the sidebar.
In Staff roles, pick a role and click Add. These roles see and work every ticket.
In Ticket types, type a name such as Mod problem and click Add. You're taken to the type's page to set its emoji, form questions, extra staff, pings and welcome message. Add one type for each kind of help you offer, up to 25.
In Settings, pick a Ticket log channel, the categories tickets go in, and how many tickets a member can have open. Click Save settings.
How it looks in Discord shows the panel with your ticket types. In Ticket panel, pick the channel members should open tickets from (for example #support) and click Post panel. The bot posts it within a minute. You can also run /setup in that channel and choose Create Ticket Embed with Button.
Change the panel text or ticket types any time: the posted panel updates itself within a minute.
Settings explained#
| Setting | What it does | Default |
|---|---|---|
| Panel title / Panel text | The panel's heading and message. | "Server Support" and a short message |
| Ticket types show as | One button per type, or a single dropdown menu with each type's description. | Buttons |
| Ticket log channel | Where the bot posts when a ticket is opened, claimed, transferred, closed, reopened or deleted. Closed and deleted tickets come with the HTML transcript file. | Disabled |
| Open tickets category | Where new tickets go. Ticket types can use their own. | TICKETS, created by the bot |
| Claimed tickets category | Moves a ticket here when staff claim it. | Don't move |
| Closed tickets category | Moves a ticket here when it's closed, and back when it's reopened. | Don't move |
| Open tickets per member | How many tickets one member can have open at once (1–10). Staff aren't limited. | 1 |
| Minutes between tickets | How long a member waits before opening another ticket. Staff aren't limited. | 0 |
| When staff claim a ticket | Other staff can still reply, or Other staff can only read so only the claimer answers. | Other staff can still reply |
| Members can close their own ticket | Lets the member who opened a ticket close it. | Yes |
| DM the transcript when closed | Sends the member the HTML transcript with their "ticket closed" DM. | Yes |
| Ask members to rate the help | Adds 1–5 star buttons to the "ticket closed" DM, with an optional comment. | Yes |
| Ratings channel | Where ratings are posted. Empty uses the ticket log channel. | Ticket log channel |
Discord allows 50 channels in a category. When a ticket category is full, the bot makes NAME 2, NAME 3 and so on next to it, with the same permissions.
Ticket type settings#
| Setting | What it does |
|---|---|
| Name, Emoji, Button colour | How the type looks on the panel. |
| Description | Shown under the name when the panel is a dropdown menu. |
| Order | Lower numbers come first. |
| On the panel | Hide a type without deleting it. |
| Channel name | Tickets are named name-0042-member. Default ticket. |
| Category | Where this type's tickets go, instead of the Open tickets category. |
| Extra staff roles | Roles that see this type of ticket as well as your Staff roles. Good for a mod team that only handles mod tickets. |
| Ping when opened | Roles mentioned in the new ticket. |
| Welcome message | The first message in the ticket. {user} mentions the member. |
| Form questions | Up to 5 questions asked in a pop-up before the ticket opens (Discord's limit), each a long or one-line answer, required or not. Leave them all empty to open the ticket straight away. |
With no ticket types, the panel has one 🎫 Create Ticket button that asks "What do you need help with?".
Commands#
/setup <feature> AdministratorAdmin bot setup for discord server settings.
/ticket add <member> EveryoneStaff: add a member to this ticket.
/ticket block <member> [reason] EveryoneStaff: stop a member from opening tickets.
/ticket claim EveryoneStaff: take this ticket so the team knows you're handling it.
/ticket close [reason] EveryoneClose this ticket.
/ticket closerequest [reason] EveryoneStaff: ask the member if this ticket can be closed.
/ticket open [type] EveryoneOpen a ticket with this server's staff.
/ticket remove <member> EveryoneStaff: remove a member from this ticket.
/ticket rename <name> EveryoneStaff: rename this ticket channel.
/ticket transfer <member> EveryoneStaff: hand this ticket to another staff member.
/ticket unblock <member> EveryoneStaff: let a blocked member open tickets again.
/ticket unclaim EveryoneStaff: let someone else pick this ticket up.
Anyone can use /ticket open. The other /ticket commands work inside a ticket channel:
| Command | Who | What it does |
|---|---|---|
/ticket open [type] | Anyone | Opens a ticket, the same as the panel. |
/ticket close [reason] | Staff, or the member if Members can close their own ticket is on | Closes the ticket. |
/ticket closerequest [reason] | Staff | Asks the member to confirm they're sorted, with ✅ Close ticket and ✋ Keep it open buttons. |
/ticket claim / /ticket unclaim | Staff | Takes the ticket, or lets someone else pick it up. Same as the 🙋 Claim button. |
/ticket transfer member | The claimer or a server manager | Hands the ticket to another staff member. |
/ticket add member / /ticket remove member | Staff | Lets another member into the ticket, or takes them out. |
/ticket rename name | Staff | Renames the channel to name-0042. Discord allows 2 renames per 10 minutes. |
/ticket block member [reason] / /ticket unblock member | Staff | Stops a member opening tickets, or lets them again. Blocked members are listed on the dashboard, where you can unblock them too. |
/setup is for Administrators.
How a ticket works#
Opening a ticket#
A member clicks a ticket type on the panel (or runs /ticket open). The bot first checks they
aren't blocked, over their open-ticket limit or still waiting out the time between tickets.
Then it shows the type's form, and once they submit it:
- creates
name-0042-memberin the type's category, hidden from@everyone, with the member, your staff roles and the type's extra staff roles allowed in, - tells the member privately: "Your ticket is open: #channel",
- posts the welcome message with the member's answers and 🔒 Close and 🙋 Claim buttons, mentioning the member and the type's ping roles,
- posts Ticket #42 opened in your log channel with the answers.
Ticket numbers count up per server and are never reused.
Claiming#
🙋 Claim (or /ticket claim) marks you as the one handling the ticket. The welcome message
shows Claimed by, the ticket moves to the Claimed tickets category if you set one, and
with Other staff can only read the rest of the staff can read along but not reply. Click
Unclaim to hand it back, or use /ticket transfer to give it to someone.
Closing#
🔒 Close asks for an optional reason. /ticket closerequest asks the member to close it
themselves. When a ticket closes the bot:
- removes the member (and anyone added with
/ticket addwho isn't staff) from the channel, - moves it to the Closed tickets category if you set one,
- saves every message to the website and builds an HTML transcript with the images in it,
- DMs the member: their ticket, the reason, the transcript and the rating buttons (as set),
- posts Ticket #42 closed with the transcript file in your log channel,
- posts a Ticket closed message with 📝 Transcript, 🔓 Reopen and 🗑️ Delete.
| Button | Who | What it does |
|---|---|---|
| 📝 Transcript | Staff | Saves the latest messages and sends you the HTML transcript. |
| 🔓 Reopen | Staff | Lets the member back in, moves the ticket back and mentions them. |
| 🗑️ Delete | Staff | Deletes the channel after 5 seconds. A transcript is saved first if there isn't one. |
Ratings#
If ratings are on, the "ticket closed" DM has 1 ⭐ to 5 ⭐ buttons. After rating, the member can 💬 Add a comment. The rating is posted to your ratings channel with who handled the ticket, once they comment or 10 minutes after they rate. Ratings also show on the Tickets and transcripts page.
Tickets from applications#
Reviewers can open a ticket with an applicant from the application log with Create Ticket with Applicant. It works the same way, but only the application's reviewer roles (and server managers) are let in.
Examples#
Ticket types for a Farming Simulator community:
| Type | Emoji | Questions |
|---|---|---|
| Server down or lagging | 🖥️ | Which server is it on? · What happened, and when? |
| Mod problem | 🧩 | Which mod? · What goes wrong? (paste the log.txt error) |
| Farm or money issue | 💰 | Which server and farm? · What's wrong? |
| Report a player | 🚩 | Who are you reporting? · What happened? (screenshots welcome) |
What members see on the panel:
🖥️ Server down or lagging 🧩 Mod problem 💰 Farm or money issue 🚩 Report a player
What the member sees in their new ticket:
🔒 Close 🙋 Claim
Troubleshooting#
"I can't create ticket channels here yet."#
The bot is missing Manage Channels. Give it to the bot's role in Server Settings → Roles.
The panel didn't appear#
Check the bot can Send Messages and Embed Links in the panel channel, then click Move or post again. Missing permissions are listed in your dashboard's error log.
Staff can't see new tickets#
Add their role under Staff roles (or the type's Extra staff roles). The bot needs Manage Roles, and its own role must be above the roles it adds.
"You already have an open ticket"#
The member is at your Open tickets per member limit. Close one of their tickets first, or raise the limit. Tickets whose channel was deleted by hand don't count.
Nothing appears in the ticket log channel#
Check a Ticket log channel is saved and that the bot can View Channel, Send Messages, Embed Links and Attach Files there.
The member didn't get the transcript or rating#
They have DMs from server members turned off. The Ticket closed message says so.