Triage, escalate, resolve.

Members open a ticket from a panel button or a right-click on a message, answer an intake form if you want one, and land in a private channel with the right staff team already inside. Staff work it from Discord or from a live queue on the web. Every ticket ends with a transcript.

Commencer

ticket layouts

buttons per panel

intake field types

slash commands

Comment ça fonctionne

STEP 1

Run setup

The wizard creates the channels, builds a Support Staff team from your moderator roles and posts a panel.

STEP 2

A member opens a ticket

They click a panel button or right-click a message. A category picker and an intake form can come first.

STEP 3

Staff work it

In the private channel or on the dashboard: claim, reply, note, set priority, transfer. The status follows the conversation on its own.

STEP 4

It closes with a record

Close with a reason, or let inactivity do it. A transcript is saved, the member can rate the help, and the channel is removed after your retention period.

Everything it does

The complete list, grouped by what you are trying to do. Every item describes what Tickets does today.

Panels and entry points

A panel is the message with the buttons. You can run several, each with its own rules.

Three layouts per panel. A private channel, a private thread, or a form that goes to a review queue with no channel at all.

Up to 25 buttons on a panel. Each button has its own label, emoji and style, and can override the form, team, role, category and channel name.

Nested categories. A dropdown menu up to 10 levels deep, and any level can override the routing and the form.

Channel names from a template. Use {number}, {panel}, {username}, {button} and {category}. Ticket titles can also use {subcategory}.

Start a ticket from a message. Right-click any message, choose Apps, then Start ticket. The message is quoted, and you decide whether everyone, staff or only Manage Server can use it.

Applications with a review queue. Form mode posts the answers to a staff channel with Accept and Reject buttons, an optional role on accept and a DM for each outcome.

Limits per panel and per member. Cap open tickets per panel, add a cooldown between a member's tickets, and set a per-member cap and a daily cap for the whole server, with roles that bypass the counting.

Intake forms

Ask the questions up front so the first staff reply is useful.

Eight field types. Short text, paragraph, number, date, dropdown, multi-select, yes or no, and section headers.

Native Discord forms, plus steps. Up to five text fields open as a Discord modal. Dropdowns and toggles come first as short select steps, each with a cancel button.

Conditional fields. Show a field only when another answer equals, contains or has a value.

Prefilled from Discord. Username, display name, join date, roles, booster status and more, shown editable, read-only or hidden.

Working a ticket

Most of the bookkeeping happens without anyone touching a status.

Six statuses that track themselves. Open, claimed, awaiting user, awaiting staff, close requested and closed. A member's message flips it to awaiting staff, a reply flips it back, and the first reply time is recorded for the SLA.

Claim, priority, notes. Claim or unclaim with a button or a command, set low, normal, high or urgent, and leave internal notes members never see.

Close request with a countdown. Ask to close with a countdown, 24 hours by default. If the member replies, the countdown cancels.

Move and reshape. Add or remove a participant, rename the channel, or transfer the ticket to another team, which re-permissions the channel and pings that team.

An Awaiting Reply category. Tickets waiting on the member can move to their own category and come back when they answer.

Tidy channels. The category picker and confirmation messages clear themselves after a delay you set, up to 30 seconds, so the panel stays at the top.

Teams, hours and access

Who answers, when, and who is not allowed to ask.

Staff teams. Each team has a ping role, members added by user or role, and an assignment mode: manual, round-robin or least loaded. Each member's open workload shows next to their name.

Support hours. A daily window per weekday, roles that bypass it, and a custom closed message. The hours follow the server timezone set on the Bot page unless you give them a zone of their own.

A blocklist. Block a member or role from opening tickets, with a reason only staff see.

Member DMs, opt-in. Three notifications, opened, claimed and staff replied, each a switch. Members can turn all of them off with /ticket dms off.

Knowledge base and canned responses

Answer the common questions before a ticket is even needed.

Staff-written articles. Title, body up to 4,000 characters, keywords and categories, with drafts and view counts.

Search from Discord. /kb search returns the top five matches and /kb browse lists a category. Open to everyone.

Suggested on open. When a ticket opens, up to three matching articles are posted right after the welcome message.

Canned responses. Reusable replies grouped by category, with a use counter, one-click copy on the dashboard, and /ticket respond to post one as the bot.

Transcripts, ratings and the web chat

The record of each ticket, and the ways staff can work it without opening Discord.

A transcript for every ticket. An HTML transcript styled like Discord, with avatars, date dividers, links and attachment chips, kept in an archive you can view or download as HTML or plain text.

Attachments kept. Up to 10 files and 8 MB per ticket travel with the transcript, and can be DMed to the member on close.

Star ratings. A 1 to 5 star survey by DM when a ticket closes, with an optional written comment. Members can also rate with /ticket survey.

Reply from the web. The ticket page mirrors the Discord channel. Staff send, edit and delete their own messages there and attach files up to 8 MB.

Backup and reuse

Build the setup once and carry it to the next server.

Share codes. Snapshot panels, buttons, categories, forms, teams, SLA policies, canned responses and the knowledge base into a code like TKT-XXXXX-XXXXX, or start from one of the platform's ready-made templates.

JSON export and import. Up to 2 MB, as an alternative to codes.

Imports only add. Nothing is overwritten or deleted. You map the source server's channels, roles and users to yours first, and imported panels stay unpublished until you post them.

No IDs leak. Exports strip channel, role and user IDs, so a code is safe to hand to another server.

Commandes

Every slash command the service registers, and who can run it. Most day-to-day use happens through buttons and the dashboard; commands are the fast path.

commandes	Ce que cela fait	Qui
`/ticket status`	Shows the current ticket's details.	Anyone in the ticket
`/ticket close`	Closes the ticket, with an optional reason.	Staff, or the member if allowed
`/ticket reopen`	Reopens a closed ticket.	Staff
`/ticket closerequest`	Starts a close countdown, 24 hours by default. A member reply cancels it.	Staff
`/ticket transcript`	Generates the transcript.	Staff or the member
`/ticket survey`	Rates the help from 1 to 5 after close, with optional feedback.	Ticket creator
`/ticket dms`	Turns this server's ticket DMs on or off for you.	Everyone
`/ticket claim`	Claims the ticket.	Staff
`/ticket note`	Adds an internal note members never see.	Staff
`/ticket respond`	Posts a canned response as the bot.	Staff
`/ticket priority`	Sets low, normal, high or urgent.	Staff
`/ticket assign`	Assigns the ticket to a staff member.	Staff
`/ticket rename`	Renames the ticket channel.	Staff
`/ticket add`	Adds a member to the ticket.	Staff
`/ticket remove`	Removes a member from the ticket.	Staff
`/ticket transfer`	Moves the ticket to another team and re-permissions the channel.	Staff
`/kb search`	Searches the knowledge base, top five matches.	Everyone
`/kb browse`	Lists knowledge base articles by category.	Everyone
`/tickets panel`	Posts a panel to a channel.	Manage Server
`/tickets setup`	Creates the Discord channels for a panel.	Manage Server
`/tickets search`	Finds tickets by keyword or number.	Manage Server
`/tickets blacklist add`	Blocks a member or role from opening tickets.	Manage Server
`/tickets blacklist remove`	Unblocks them.	Manage Server
`/tickets blacklist list`	Lists the blocked entries.	Manage Server
`Start ticket`	Right-click a message, choose Apps, then Start ticket. Opens a ticket with that message quoted.	Everyone, staff or Manage Server, as you set it

In the dashboard

Everything is configured from the web, per server. These are the areas you will find there.

Overview

Open, awaiting, mine and closed tiles, tickets at SLA risk, tickets claimed by you, recent activity and a command reference.

Queue

Every ticket, filtered by status, priority, assignee, team, category and opened date, with bulk actions.

Ticket detail

The details, the live chat mirror, priority, team, staff notes and the close reason.

Panels

Appearance, ticket setup with the three layouts and name templates, limits and cooldowns, categories for open, closed and awaiting tickets, the review channel for form mode, routing and form, the category tree editor, and publish to Discord.

Teams

Create teams with a ping role, an assignment mode and members by user or role, with each member's workload.

Forms

The field builder: label, type, required, placeholder, help text, number ranges, choices, prefill source and visibility, and conditions. Plus embed colour, header image, footer and the confirmation message.

Responses and knowledge base

Canned responses with categories, and articles with keywords, categories, drafts and the suggest-on-open switch.

Settings

Log channel, per-member and daily caps, bypass roles, auto-close on leave, allow members to close, intake cleanup delay, inactivity and countdown hours, closed channel retention, DM transcript on close, start a ticket from a message, member notifications, support hours in the server timezone or one of their own, the blocklist, SLA policies with first response and resolution minutes and a breach role, and a data purge with typed confirmation.

Backup and Templates

Generate or apply share codes, browse platform templates, and export or import JSON, with the channel and role remap screen on import.

Analytics

Open and closed counts, average first response, resolution and rating, seven-day volume, SLA breaches, feedback rate, one-touch resolution, auto-closed count, volume by panel, staff performance, peak hours, close reasons, a per-button breakdown, and CSV export.

Transcripts

The archive, with view and download as HTML or plain text.

Setup

The one-click wizard and its status, with re-run. If the bot can no longer see an existing Support Tickets or Closed Tickets category, the wizard says so and creates new ones instead of failing.

Runs on its own

SLA watch every 5 minutes. Staff get one warning 30 minutes before a breach, and the policy's breach role is pinged when it happens.

Inactivity to close. A ticket idle past your limit gets a close request with a countdown of 1 to 168 hours. Any member reply cancels it.

Auto-close every 2 minutes. Due close requests are carried out, an auto-closed notice is posted and a transcript archived.

Channel retention. About once an hour, channels of tickets closed longer than your retention period, 7 days by default, are deleted after a transcript is captured. Set 0 to keep them forever.

Orphan repair. A ticket channel deleted by hand closes its ticket, so the member's open-ticket count is freed.

Close on leave. Optionally close a member's open tickets when they leave the server.

Limits and plans

The service is included with every subscription tier. These are the fixed limits it works within.

Setting	Valeur	Notes
Buttons per panel	`25`	Discord's limit for one message.
Category menu depth	`10 levels`
Text fields per form	`5`	Discord's modal limit. Dropdowns and toggles are asked as steps before it.
Open tickets per member	`1 to 20`	Default 1. Bypass roles skip the count.
Tickets per member per day	`0 to 100`	0 turns the daily cap off.
Open tickets per panel	`0 to 500`	0 means unlimited.
Cooldown between a member's tickets	`up to 7 days`	Per panel.
Attachments per ticket	`10 files, 8 MB`	Kept with the transcript.
Inactivity before a close request	`0 to 720 hours`	0 turns it off.
Close countdown	`1 to 168 hours`	Default 24.
Closed channel retention	`0 to 365 days`	Default 7. 0 keeps channels forever.
Intake cleanup delay	`0 to 30 s`	Default 5.
SLA warning	`30 minutes before breach`
Config export	`2 MB JSON`	Up to 20 panels, 20 forms, 25 teams, 10 SLA policies, 200 canned responses and 500 articles.

Safety and permissions

Fails closed. If the bot cannot hide a new ticket channel from everyone, it refuses to create the channel rather than open a public one.

Who counts as staff. Manage Server, membership of the ticket's team, or a route role granted when the ticket opened.

Least privilege. Channel permissions the bot writes are trimmed to what it holds, so a bot with fewer permissions still creates the channel.

Purge is deliberate. Deleting old tickets removes records, transcripts, notes and ratings but never panels, teams, forms, responses or SLA policies, and needs a typed confirmation.

DM opt-out is respected everywhere. /ticket dms off stops the opened, claimed and replied DMs and the rating survey for that member.

A transcript before every deletion. Retention cleanup captures a transcript before it removes a channel, so a short retention never destroys history.

Every action is logged. Opened, claimed, closed, reopened, priority, assignment, renames, participants, transfers, form decisions, blocklist changes, SLA events and auto-closes all write to the audit log.

What it does not do

Worth knowing before you set it up. If one of these matters to you, the marketplace may have a plugin that covers it.

The web chat mirror refreshes by polling, not a live socket.
One breach ping per SLA policy. There is no multi-step escalation chain.
Text channels and threads only. No voice or video tickets.
The knowledge base is searched from Discord. There is no public web help centre.
No rule engine beyond category routing and team assignment.
No email or SMS channel.
One claimer per ticket. Adding a member grants access but is not a claim.

Questions

Do tickets use channels or threads?

Your choice per panel: a private channel, which is the default, a private thread, or no channel at all for application-style forms that go to a review queue.

Can members open a ticket from a message?

Yes. Right-click any message, choose Apps, then Start ticket. The message is quoted in the new ticket, and you choose who may use it.

What happens to closed tickets?

Each one gets an HTML transcript. The channel is deleted after the retention period you set, 7 days by default, or kept forever with 0, and a transcript is captured first.

Can staff reply without opening Discord?

Yes. The ticket page on the dashboard mirrors the channel. Staff can send, edit and delete their messages there and attach files up to 8 MB.

Which timezone do support hours use?

The server timezone from the Bot settings page, which the other services follow too. Give the hours a zone of their own only if your support team keeps different hours from the server.

How do I move my setup to another server?

Generate a share code or a JSON export from Backup and Templates, apply it on the other server, and map channels and roles on the confirm screen. Imports only add, never overwrite.

Will members get too many DMs?

Three DMs exist, opened, claimed and staff replied, and each is a server-side switch. Any member can run /ticket dms off to stop all of them, including the rating survey.