The dashboard side
Everything a ticket does in Discord can also be read and driven from the dashboard, under Tickets. The section lists your panels, and Open tickets takes you to the inbox.
The ticket list
Closed tickets are hidden by default and the newest come first, twenty per page. Three filters narrow it down, and each accepts several values at once:
- Status, to see only what is waiting on you
- Panel, when you run more than one
- Label, which is why labels are worth setting up
Include Closed brings the archive back in. The Create Ticket button opens one on a member's behalf.
A ticket's page
Click a row and you get the whole ticket in one screen.
The conversation, rendered as it looks in Discord: attachments, embeds, replies, polls, system messages. It updates live while you have it open, so a new message, an edit or a deletion shows up without refreshing. Scroll up to load older messages.
The reply box sends a message into the channel, up to 2000 characters. Your reply is posted through a channel webhook, so it carries your name and your avatar rather than the bot's. Discord marks it with an APP tag, which is unavoidable: no bot can post as a real account. If the bot is missing Manage Webhooks, the reply still goes out, as a message from the bot that says it came from you.
You can ping people from that box, but only the actual participants of the
ticket. Roles and @everyone are never pinged from the dashboard, whatever
the message contains.
The sidebar carries the ticket's identity: status, author, panel, when it was opened, the reason they gave, who claimed it, who it was escalated to, its labels (editable while the ticket is open), the members added to it, and on Platinum the AI summary written when it closed.
The actions: Claim sits next to the status, and a single menu holds Escalate, Close, Reopen and Transcript. They are the same actions as the buttons in Discord and they run the same flow, so closing from the browser still sends the transcript, the direct message and the rating request.
Internal notes is the panel for things the member must not read. It is the same conversation as the private staff notes thread in Discord: write here and it appears there, write there and it appears here. Notes are stored, so they outlive the channel.
Activity is the ticket's timeline: opened, first reply by each participant, claimed, escalated, members and roles added or removed, notes, status changes, the rating, reopened, closed. Like the notes, it survives the channel being deleted, which is what makes deleting a ticket channel safe.
If the channel was deleted on Discord, the page says so and the ticket is closed automatically. Everything except the messages is still there.
Analytics
The Analytics tab on the Ticketing page is a Silver feature. Without it you still see the page, filled with a live preview from the demo server, so you know what you would be getting.
It answers the questions a support lead actually asks: how many tickets and how many are still open, the resolution rate and the median time to resolve, satisfaction, how often tickets get claimed and escalated, first response time and the share of tickets answered within your target. Below the numbers: tickets over time, status breakdown, rating distribution, busiest hours, volume per panel and per label, why tickets are opened and what people ask about (extracted by the assistant), a support team table with a scorecard per staff member, recent written comments, and backlog health with the oldest ticket still waiting.
Each panel also has its own Statistics tab with the same view scoped to that panel.
Giving your support team access
Answering tickets from the dashboard normally requires Manage Server, which is far more than a support volunteer needs.
Ticket Staff Dashboard Access, on the Ticketing page, is the way around that. Turn it on and anyone holding a panel's support role can open the ticket dashboard and see only the tickets of the panels their roles cover. No server settings, no other module, nothing else. The page gives you the link to share with them.
The scoping is enforced when the request is made, not by the address, so sharing the link with someone who has no support role gives them nothing.
