Tickets

Checked 2026-09-21 against the service source and the dashboard templates. The numbered steps are customer copy. The "Evidence" section at the end maps each step to source lines for the reviewer and is not part of the copy.

1. Enable Tickets on the dashboard. Open the dashboard, choose the server, and switch Tickets to Enabled on the Services page. Until it is on, every ticket command answers "❌ Tickets is not enabled for this server." and panel buttons answer "The Tickets service is not enabled."

2. Pick the fast path or the manual path. While the server has no panel, the Tickets Overview page shows a "Run auto-setup" button. It leads to the Ticket Setup page, whose "Run auto-setup" creates two categories, two channels, one staff team and one panel in one go: a "Support Tickets" category and a "Closed Tickets" category hidden from @everyone; an #open-a-ticket channel everyone can see but not type in; a #ticket-logs channel hidden from @everyone, saved as the ticket log channel; a "Support Staff" team built from roles whose names contain mod, admin, staff, moderator, support or helper and that hold kick, ban, manage messages or manage server; and a "General Support" panel (title "Need Help?", button "Open Ticket") posted straight into #open-a-ticket. The bot needs the Manage Channels permission. Running it again only creates what is missing. If you take this path, continue at step 7.

3. Build a panel on the Panels page ("+ New Panel"). A panel is what members click. It holds a name and slug; the embed title and description members see; the button label, emoji and style; the channel mode, a private channel per ticket or a thread under a chosen parent channel; a name template for the channel name (default "ticket-{number}") and a title template for the queue; the open tickets and closed tickets categories; a welcome message shown on the ticket card; a staff team; an intake form; an SLA policy; an open ticket limit for the panel and a cooldown between tickets. Extra buttons and categories can each override the form, team, role or categories.

4. Create a staff team on the Teams page and pick it in the panel's "Staff Team" field. Add users or roles, and set a ping role if the team should be pinged on new tickets. Team members get access to every ticket channel opened from that panel, count as staff for claim, close, note and the other staff commands, and can be assigned tickets automatically. Without a team, roles with Manage Server are given access instead, so tickets are never invisible to staff.

5. Put the panel in Discord. Run /tickets setup and pick the panel: the bot creates a "🎫 <panel name>" category and a "<panel slug>-tickets" channel where members can view but not type, and posts the panel there. Or run /tickets panel with the panel and an existing text or announcement channel; the bot first checks that it has View Channel, Send Messages and Embed Links there. Both commands need Manage Server.

6. Set the ticket log channel on the Settings page. Pick a staff-only channel under "Log channel". When a ticket closes the bot posts the transcript embed there, plus any files kept from the ticket. Without it, transcripts still reach the dashboard, but staff get no Discord post. While on the page, check "Max open tickets per user" (default 1), "Allow users to close their own tickets" (on by default), and the "Member notifications" switches for DMs on open, claim and staff reply (all off until you turn them on).

7. Open a first ticket yourself. Click the panel button. The bot checks, in order, the blacklist, support hours, the panel's cooldown, the panel's open limit, the daily limit and your open ticket limit; members with Manage Server skip the hours check. If the panel has categories, a private picker asks "Select a category to open your ticket:"; if it has a form, the form opens. Then a private channel is created under the open tickets category, visible only to you, the bot and the staff team, and the bot posts a message that mentions you with the ticket card and its Claim, Close and Note buttons. Up to three matching help articles may follow. You get a private confirmation, "✅ Your ticket has been created! Head to #channel", which disappears after the confirmation delay (default 5 seconds) because "Auto-clean intake messages" is on by default.

8. Work the ticket as staff. Claim it with the Claim button or /ticket claim, reply in the channel, add private notes with /ticket note, and close it with the Close button or /ticket close. Staff need the ticket claimed first; the opener does not. The close form takes an optional reason.

9. Find the results. The transcript of every closed ticket is on the dashboard Transcripts page, described there as the archive of transcripts from /ticket transcript or ticket close. The ticket log channel receives the transcript embed and the files. The member receives a rating DM with five stars, unless they ran /ticket dms off. Ratings, volumes and response times appear on the Analytics page, and open tickets are worked from the Queue page.