Handle your first ticket
What happens when a member opens a ticket, what the buttons do, and how to answer from Discord or the dashboard.
Do this on my dashboardFor the member
- They pick a category in the panel's dropdown.
- A form opens — the questions you set, or just a subject.
- A private channel is created, named after them, in the Discord category of that ticket category. Only they, the bot and your staff roles can see it.
- They get a short confirmation (the welcome message from Ticket setup), and the channel opens with a card: who opened it, when their account was created and when they joined, the category, the subject and their answers.
A member can have one open ticket at a time unless you allow several. Someone on the blocked list cannot open any.
For your team
The opening card carries the buttons your staff use:
| Button | What it does |
|---|---|
| Close | Closes the ticket. The channel is deleted after the close delay, the member is told by DM, the transcript is archived. If a close role is set, only that role can press it. |
| Notify me | The bot mentions you at the next message in the ticket, then forgets you — press it again to be told about the one after. Handy for I'll come back when they answer. |
| Rename | Changes the channel name. |
| Claim | Marks the ticket as yours. Others see who has it; only you — or someone with Manage Server — can reply until you release it. |
| Tags | Opens the list of canned responses to send one. Staff only. |
Reply by writing in the channel. /ticket priority flags it low, normal, high or urgent (high and urgent add a coloured dot to the channel name), and /ticket close does the same as the button. The full list is under Commands.
From the dashboard
Open Tickets lists every open ticket with its category, who claimed it and how long it has waited. Open & reply shows the conversation and lets you answer as yourself — the member sees your name and avatar — attach a file (Premium), insert a canned response, set the priority, claim, close, and leave internal notes the member never sees.
Who gets this view is set under Ticket setup → Staff & access → Dashboard ticket access. The one-click setup adds your staff role there.
When it closes
- The member gets a DM with the close message and, if you turned it on, a 1–5 star rating prompt.
- The transcript is stored and appears in Ticket History (7 days on the free plan, unlimited with Premium), where it can be read, downloaded as HTML and reopened.
- If a webhook is set, the close event is posted there with a link to the transcript.
Tips
- Claim before you answer on a busy server; it stops two people typing the same reply.
- Turn on Alert when a member waits for a reply in Ticket setup: the bot pings a role when a member's message has gone unanswered for a while.
- Auto-close removes abandoned tickets for you after a week or a month of silence, with a reminder to the member the day before.