How tickets work
A ticket is a private channel between one member and your support team. The member asks for it, the bot creates it, staff answer in it, and when it is over the conversation can be saved as a file.
Three objects are involved, and it helps to keep them apart:
| Object | What it is | Where it lives |
|---|---|---|
| Panel | The settings, plus the message members click | Your dashboard, and one channel |
| Ticket | One conversation, one channel | A category in your server |
| Label | A tag on a ticket, picked at opening or added later | Attached to a panel |
The path a ticket takes
- A member clicks Create a ticket on your panel message.
- The bot checks the blocks: is this member blacklisted, is the panel within its business hours, do they already have a ticket on this panel, and can they afford it if you charge for one.
- A channel is created inside the panel's category. Only the member, the support roles and the bot can see it.
- The bot posts a welcome message with the buttons staff will use: Close Ticket, Claim Ticket, Escalate.
- Staff answer, in Discord or from the dashboard.
- Someone closes it. Depending on the panel, the channel is archived or deleted, and a transcript can be sent to the member and to your log channel.
Where you configure it
Everything is on the dashboard, under Tickets then Ticketing. That page holds your panels, the blacklist, and an Analytics tab. Each panel has its own page with a Configuration tab and a Statistics tab.
Members never need a command. Staff have a few, but the buttons cover the common work.
How many panels you get
One panel is enough for most servers. You need a second one when the two kinds of request should not land in the same category, with the same team, or with the same rules.
| Plan | Panels |
|---|---|
| Free | 1 |
| Silver | 3 |
| Gold | 5 |
| Platinum | 20 |
What the bot needs
The ticket system creates channels and rewrites their permissions, so the bot needs Manage Channels in your server. Without it, opening a ticket fails and the member is told the bot is missing that exact permission.
A few extras unlock optional behaviour, and each one is skipped quietly when it is missing rather than breaking the ticket:
- Manage Messages to pin the welcome message
- Create Private Threads for the staff notes thread
- Manage Webhooks so dashboard replies show the staff member's name and avatar instead of the bot's
Next: setting up a panel.
