Tickets settings

Tickets by DM 1 Opening, in the "Every panel" view. The card that lets members open a ticket by writing to the bot in a direct message. Nothing is sent until the member answers the bot's question, "Send this to the ... team? They will answer you here.", with Send. A member in several servers that take tickets by DM picks the server first. The ticket then opens in a channel or thread only your team sees, and the member keeps writing to the bot. What they write goes straight into that ticket while it is their only open ticket by DM, they are still in the server and no other server they share with the bot takes tickets by DM. Otherwise the bot asks "Which conversation is this for?" before it sends anything: the member picks one of their open tickets or a new ticket with another server. An open ticket never stands in the way of a new one with another server. The bot remembers the answer for 15 minutes after their last message that went into that ticket. With two conversations open, an answer from the other team makes it ask again. The bot keeps quiet when someone writes to it while no server they share with it takes tickets by DM. Only someone who had a ticket by DM before is told, at most once a day: "I can't pass this on: no server we share takes tickets by DM. Open a ticket in the server instead." On a server that runs its own bot, members write to that bot, not to the shared one.

Members can open a ticket by writing to the bot 1 Opening, "Tickets by DM". The switch that turns tickets by DM on. Turning it on needs a panel under "A ticket by DM opens under", and only managers can save the card. Turning it off stops new tickets by DM, and the ones that are open go on until they close. A share code, a backup or a template carries the choices of this card: loading one that has the switch on turns it on here too, unless this server already made its own choice or the panel cannot take tickets by DM here. The Modmail template has it on. Off by default.

A ticket by DM opens under 1 Opening, "Tickets by DM". The panel a ticket by DM belongs to. The ticket uses that panel's team, category, limits and hours. Its rules on who can open tickets apply too, and a member who is refused reads the same answer a click on the panel gives. The panel's questions and its dropdown menu are skipped. Only a panel that is on and opens a channel or a thread can be picked. A panel that opens tickets as threads also needs a channel for the threads. A panel that takes applications cannot be picked, because it has no channel to answer in. The panel does not have to be posted in Discord. When it has several buttons the member may use, the bot asks "What is it about?" and the ticket goes where the picked button sends it. If the panel is turned off or deleted later, no ticket by DM opens until you turn it on again or pick another. The dashboard and the /tickets panel builder say so right away, and the card says it for as long as it lasts.

What staff write in the ticket 1 Opening, "Tickets by DM". The member of a ticket by DM is not in its channel, so this decides what reaches them. "Goes to the member" (the default): every message a person types in the ticket is sent to the member by DM. Its first line names who wrote it and the server. While "Start replies as the team" is on, it names the team instead of the writer. Files are attached again, and a file over 8 MB goes as a link. A check mark on the message means it arrived. A warning mark means it did not, and the bot's reply under the first message that failed says why. The marks are reactions, so the bot needs the Add Reactions permission. Without it the answers still arrive and the bot says so in the ticket. "Stays with staff": what your team types stays in the ticket. With either choice the member gets every reply sent with /ticket respond or from the dashboard. What an automation posts for them goes too: "Post a message" and "Post a canned response", unless the rule runs when the member leaves the server. Never sent: notes made with /ticket note, the staff thread, what "Ping the ticket's team" posts and anything else a bot posts. Deleting a message that was sent removes the member's copy. Messages deleted several at a time, as a clean-up bot does, are not followed. Editing a message changes the copy when it went out as one DM and the new text still fits in one. Otherwise the copy stays and the bot says so in the ticket.

How many tickets one member can open in 24 hours 1 Opening, "Rules for every panel". The second choice in "Each member can have ... tickets open and open ... a day.": "any number" (the default) or 1 to 100. It counts every ticket the member opened in the last 24 hours, closed ones too. Applications are not counted.

Roles that skip these limits 1 Opening, "Rules for every panel". Members with one of these roles skip both limits above, each panel's own limits and the wait between tickets. The blocked list and the opening hours still apply to them.

Blocked from tickets 1 Opening, "Rules for every panel". Members and roles that cannot open tickets. They see "You are not able to open tickets in this server." when they click a panel, and this also applies to people with Manage Server. A blocked member who writes to the bot for a ticket by DM reads the same line when they try to send. Staff can still open a ticket for them with /ticket open. /tickets blacklist changes the same list.

For how long 1 Opening, on the forms that block a member or a role under "Blocked from tickets". "Always, until someone unblocks" (the default), 1 day, 7 days, 30 days or "A number of days" from 1 to 365. A block with an end lifts by itself, and blocking someone again replaces the old end. /tickets blacklist add takes the same length in its days option.

Suggest help articles when a ticket opens 1 Opening, "Help before a ticket". Right after the first message of a new ticket, the bot posts up to 3 published help articles whose title or keywords share words with the ticket's title or answers. Nothing is posted when nothing matches. A ticket by DM gets none, because its member cannot see the channel. On by default.

When members can open tickets 1 Opening. The server's opening hours, used while "Only take tickets during these hours" is on: weekly hours with up to 6 time ranges a day, up to 100 closed dates and a time zone. An empty time zone uses the Server Timezone from the Bot page. "Outside these hours" either refuses the ticket with your closed message or opens it with a notice saying when the team is back. People with Manage Server and the "Roles that can open tickets at any time" are never held. Each panel can follow these hours, stay always open or keep hours of its own: pick the panel and use "How this panel's hours work" under "When this panel takes tickets". A ticket by DM follows the hours of the panel it opens under. When it opens outside them with a notice, the notice is in the bot's receipt to the member.

Tickets from a message 1 Opening, under "Advanced" in the "Every panel" view. Settings for the Start ticket message menu. "Panel the ticket opens in": "The first panel that is on" (the default) or one of your panels; panels that take applications cannot be picked. "Who can use Start ticket": "Staff teams and people with Manage Server" (the default), "Everyone" or "Only people with Manage Server". "Add the message's author to the ticket" is on by default; turn it off for reports, so the author does not learn about the ticket.

Who owns the ticket 1 Opening, "Tickets from a message". "The person who used Start ticket" (the default) or "The message's author, with the staff member added". The author only becomes the owner when staff use Start ticket on another member's message. That ticket then skips the member's limits, the wait between tickets, the opening hours and the panel's questions.

Members pick from 1 Opening with a panel picked, "Buttons". "Buttons" (the default) posts the panel with its buttons. "A menu" shows the same buttons as one dropdown list, with an optional line under each, and picking one does exactly what clicking that button does. A menu holds up to 25. "Text in the menu before a pick" is what the closed list says; empty uses "Pick an option to open a ticket". Members see a change after "Update in Discord".

When the category is full 1 Opening with a panel picked, "Where tickets open". Discord allows 50 channels in a category. Tick up to 5 more categories: when the panel's own category is full, new tickets open in the first of them with room, in the order shown. When they are all full too, the ticket opens outside any category and you get a notice.

This panel's limits 1 Opening with a panel picked, under "Advanced". "At most ... tickets from this panel open at once" takes 0 to 500, "each member waits ... between tickets" takes 0 to 10080 minutes and "Each member can have ... tickets from this panel open at once" takes 0 to 20. 0 means no limit and no wait. A member over the last one is told privately that they already have an open ticket from this panel; applications and tickets waiting to close do not count toward it. The "Roles that skip these limits" skip all three.

Before the ticket opens, suggest matching help articles 1 Opening with a panel picked, "Help articles before the ticket opens". After the member answers the panel's questions, the bot looks for up to 3 published help articles that share words with the answers and shows them privately. "That answered it" opens no ticket and "Open a ticket anyway" opens it with the answers. With no match the ticket opens right away. Panels that take applications never suggest articles. Off by default.

Questions The Questions page, opened from the "Questions" card on 1 Opening. A set asks up to 25 questions, 5 to a page of the Discord pop-up, and the member clicks Continue between pages. Questions filled in for the member are not shown and do not count toward the 25. "Answer length" sets the shortest and the longest answer of a short text or paragraph question; empty means no minimum and up to 200 characters for short text or 1,000 for a paragraph, and Discord allows up to 4,000. "Members pick from ... to ..." sets how many members, roles or channels a pick question takes: one when empty, up to 25.

Keep the member posted 2 Answering. Three DMs to the member who opened the ticket, each with its own switch: "When their ticket opens", "When staff claim it in Discord" (the Claim button, /ticket claim and a take-over; not a claim from the dashboard, /ticket assign or a team that claims tickets by itself) and "When staff reply and the ticket waits on them" (sent once, on the staff reply that leaves the ticket waiting on the member). All three are off by default. A member can turn them off for the server with /ticket dms off. A ticket by DM never sends the first and the third: the member has the bot's receipt, and each answer reaches them by DM itself. Its claim DM carries no link to the channel, which the member cannot open.

Start replies as the team 2 Answering, "Answering as the team". Replies from the dashboard and /ticket respond then start as the team: members see the ticket's team name, or the server's name, instead of the staff member's. Staff can still switch it for each reply, and the activity log always shows who wrote it. In a ticket by DM whose server chose "Goes to the member", the messages staff type in the ticket are sent to the member under that name too. Off by default.

Staff must claim a ticket before closing it 3 Closing, "Who can close". In Discord, staff closing someone else's ticket have to claim it first. The member who opened it can still close it when members may close. A close from the dashboard and an automatic close do not check this. The rule is on for a server that has never saved a Tickets setting and for every server that had Tickets settings when the switch arrived. The first save of most other Tickets settings stores it as off, so look at the switch after you set Tickets up.

Quiet tickets 3 Closing. The wait in "When nobody has written in a ticket for ..., ask the member if it can close." takes 0 to 720 hours; 0, the default, turns it off. The wait in "Close it ... later unless the member replies." takes 1 to 168 hours, default 24. Every message restarts the clock. A ticket where the member wrote last is waiting on your team, so it is never asked. The request has Close now and Keep it open buttons. The member of a ticket by DM cannot see them: the bot tells them about the request by DM, and a message they write to the bot keeps the ticket open.

After it closes 3 Closing. "When a ticket closes, ..." takes "keep its channel" (the default), "delete its channel after a wait", from 1 minute to 10080 minutes (7 days), or "delete its channel right away". A kept transcript is saved first and stays on the dashboard either way, and reopening a ticket before the wait is over keeps its channel. The number in "Delete kept channels ... after they close." takes 0 to 365 days: 0 keeps them until someone deletes them, and a new server starts at 0. Whichever of the two comes first deletes the channel.

Send the member a copy 3 Closing, "Transcripts". When a ticket closes, the member gets a DM with the transcript as a web page file (without staff notes) and the ticket's files. A member who ran /ticket dms off gets nothing. For a ticket by DM the file holds the conversation only, the member's own messages and the replies sent to them, with the files that were on those messages. Off by default.

Attach the transcript file to the post 3 Closing, "Transcripts". Every close posts the same card: who closed the ticket and why, its details, staff notes and answers, with a View transcript button that opens it on the dashboard (staff need dashboard access). With this on, the card also carries the transcript as a web page file, except in a channel @everyone can see, so members never get the whole conversation. A channel like that, a file over Discord's upload limit or a channel where the bot cannot attach files gets the button only, and the card says why. On by default.

Post transcripts in 3 Closing, "Transcripts". The channel the transcript card and the ticket's files (up to 10 files and 8 MB) post in. With "The log channel" picked (the default), they go to the log channel of the ticket's panel when it has one, else to the server's log channel. A channel picked here gets the transcripts of every panel, and the log channel then gets a shorter close summary with the View transcript button.

Ask members to rate their support 3 Closing, "Rating". When a ticket closes, the member gets a DM with 1 to 5 stars, and they can also rate with /ticket survey. Off stops both. Ratings already given stay in Insights. The member of a ticket by DM is not in its channel, so they rate from the DM only. On by default.

Send a close notice while ratings are off 3 Closing, "Rating". While ratings are off, the member gets a short DM when their ticket closes: who closed it and why, with a link to their copy. While ratings are on, the rating DM says this instead. A ticket by DM does not wait for this switch: its member cannot see the channel, so the notice goes whenever no rating DM does, also to a member who ran /ticket dms off. Off by default.

Who can close a ticket from this panel 3 Closing with a panel picked, "Who can close". "Same as every panel" (the default) follows "Who can close a ticket". "Staff only" and "Staff and the member" set it for this panel alone.

Ask for a reason to close 3 Closing with a panel picked, "Who can close". The Close button and /ticket close then open a box that needs a reason. /ticket delete on an open ticket needs one too, and the dashboard refuses to close the ticket until you write one. Close now under a close request, an automatic close, a close when the member leaves and automations close without asking. Off by default.

Keep a copy of the conversation 3 Closing with a panel picked, "Transcripts". Off: a ticket from this panel closes without saving its messages or files. The close post in the log channel says no transcript is kept, with no file and no link. The member gets no transcript DM, and /ticket transcript and the Transcript button say no transcript is kept. Transcripts saved before stay under History until you delete them. On by default.

Answer matching messages Help articles, "Answer questions in your channels". When a member's message in a watched channel has an article's trigger words, the bot replies with that article. "Channels to watch" takes up to 25 channels, and threads and forum posts in them count too. The wait in "In each channel, the same article answers at most once every ..." takes 0 to 1440 minutes, default 5; 0 answers every time. A member gets at most one answer a minute and each message gets one answer at most. Trigger words are set on each published article, up to 20 an article. Bots, webhooks and tickets are never answered. Off by default.

What gets logged Settings, "Logs". Which of the 17 ticket events post in the log channel. "Ticket changes": Ticket opened, Ticket claimed or assigned, Ticket unclaimed, Close requested, Ticket closed, Ticket reopened, Ticket renamed, Moved to another team, Ticket escalated, Member left the server, Ticket deleted and Transcript saved. "Team work and ratings": Priority changed, Someone added or removed, Staff note added, Rating received and Response target missed. Only Ticket closed and Transcript saved are on by default. Event posts never ping anyone, and applications never post to a log.

This panel's log channel Settings with a panel picked under "Settings for". Close summaries and the events you switch on post there for tickets from that panel, in place of the server log channel. Transcripts and the files from each ticket go there too, unless "Post transcripts in" on 3 Closing names a channel for every panel. "The server log channel" is the default.