Handling tickets

The basics — what a ticket looks like and what the buttons do — are in Handle your first ticket. This page covers the tools a team uses once tickets come in every day.

Who is staffCopy Anchor Link

For the bot, staff is anyone with Manage Messages or a role in the Admin, Staff, Support or Moderator tiers on the Roles page, or in the dashboard-access roles of Ticket setup. Staff see the Tags button, can claim, and can run /ticket. Ticket channels are visible to the four role tiers; the member who opened the ticket sees only their own.

ClaimingCopy Anchor Link

Claim on the opening card marks the ticket as yours: the button changes to Claimed by you, the channel topic says so, and the dashboard list shows your name. While a ticket is claimed, only the claimer — or someone with Manage Server, who can take over — can reply. Press the button again to release it.

Claim before you type on a busy server. It is the difference between one answer and two contradicting ones.

PriorityCopy Anchor Link

/ticket priority in the channel, or the Priority select on the dashboard conversation: low, normal, high, urgent. High and urgent put a coloured dot in front of the channel name so they stand out in the sidebar, and Analytics shows the mix.

Notify meCopy Anchor Link

The member's messages do not ping anyone by default. Notify me (or /ticket alert) mentions you at the next message posted in the ticket — one time, then the subscription is cleared, so press it again after you have answered. Press it a second time before that to cancel.

For tickets nobody is watching, Alert when a member waits for a reply in Ticket setup pings a role after a set number of hours without a staff answer.

Adding membersCopy Anchor Link

A ticket can take in more people than the one who opened it. Press Members on the opening card, or use /ticket add user and /ticket remove user, or the Members panel of the dashboard conversation (by user ID or name).

An added member gets the same access as the opener: they see the channel, write in it and attach files. The ticket says who added them, and their messages count as the member's side — they keep the ticket from auto-closing, and they are not counted as a staff reply. When the ticket closes they get the close message with a link to the transcript (the rating stays the opener's), and the ticket appears in their My tickets.

• Staff add and remove members. In Ticket setup the server can let the opener do it too.
• Bots, blocked users, people who are not in the server and the opener themselves are refused, as is anyone past the per-ticket limit.
• An added member can leave with Members → Leave the ticket.

Members can be added to channel tickets; DM tickets do not support it yet.

When a member leavesCopy Anchor Link

When the member who opened a ticket leaves the server, the bot posts it in the ticket: left, kicked or banned. With Close when the member leaves set in Ticket setup, the notice also says when the ticket closes. If they come back before then, a second notice says so, the close is cancelled and they get their channel access back.

To keep the ticket anyway, a staff member presses Keep open on the notice: the ticket stays until it is closed by hand, and a line in the ticket says who kept it. With a delay longer than an hour, the bot also posts a reminder an hour before the close, with the same button.

With DM tickets, the notice also warns that replies may no longer reach the member: Discord only lets the bot DM someone it shares a server with.

An added member who leaves the server is taken off the ticket, with a notice. They are not added back if they return.

All of it shows on the transcript in Ticket History.

Asking for a file or linkCopy Anchor Link

/ticket request asks the member for something you need: a file, a link, or either. Add a message to say what ("A screenshot of the error"), and max_files to accept up to 5 files.

The member gets a card with a Send button, in the channel for a channel ticket or in their DMs for a DM ticket. The button opens a form with an upload field and/or a link field. What they send is posted in the ticket by the bot, mentioning whoever asked, and kept in the transcript. The button then reads Sent, so each request is answered once.

• Only the member who opened the ticket can answer.
• Since the bot posts the files and links, they get through even on servers that stop members from posting links or attachments.
• Uploads follow Discord's size limit for forms. Links must start with http:// or https://.
• Once the ticket is closed, the button says so.

Internal notesCopy Anchor Link

Notes are private to staff and never shown to the member — not in the channel, not in their transcript, not in the export unless a staff member asks for the version with notes. Add them from the dashboard conversation (the Internal notes panel) or with /ticket note add. Use them for context the next person will need: what was checked, what was promised, why the priority changed.

Canned responsesCopy Anchor Link

Saved replies for the questions you answer ten times a day. They are managed under General → Canned responses and sent from the Tags button, /ticket tags send, or the Canned replies dropdown on the dashboard. Details in Canned responses.

Replying from the dashboardCopy Anchor Link

Open Tickets lists open tickets with their category, claimer, priority and age; filter by user or reason. Open & reply opens the conversation:

• Replies are sent as yourself — the member sees your name and avatar in the channel (or in their DM, for DM tickets).
• Attach a file up to 8 MB. (Premium)
• Insert a canned response, set the priority, claim or take over, add notes, close.
• Refresh pulls in new messages; the page does not stream.

Who can use this view is set by Dashboard ticket access in Ticket setup. Members with Manage Server always can.

ClosingCopy Anchor Link

Close, /ticket close, or Close ticket on the dashboard. What happens:

1. The close message is posted in the channel, and the channel is deleted after the close delay.
2. The member gets the close DM, with the rating prompt if ratings are on and a link to the transcript. Added members get it too, without the rating.
3. The ticket is archived to Ticket History with its transcript, attachments, notes and who closed it.
4. The webhook, if set, receives the close card.

If Close ticket — required role is set, only that role can close. Otherwise the member can close their own ticket too.

Close reasonCopy Anchor Link

A ticket can be closed with a reason: /ticket close reason, or the reason field when closing from the dashboard. With Ask for a reason when closing with the button on in Ticket setup, the Close button opens a short form first; the reason stays optional. The reason is:

• shown to the member (and added members) in the close DM, and in the close message in the channel;
• added to the webhook's close card;
• kept with the ticket: on the transcript in Ticket History, in the HTML export and in the member's My tickets.

Since the member reads it, keep anything private for an internal note.

ReopeningCopy Anchor Link

From Ticket History, open the transcript and press Reopen, or run /ticket reopen id with the id shown in the close message. A new channel is created with the previous conversation carried over as its opening card, added members who are still in the server get their access back, and the member is told by DM. A member who already has an open ticket cannot get a second one this way.

MovingCopy Anchor Link

/ticket move category moves the channel to another Discord category — for example from Support to Escalated. The ticket keeps its record and buttons. Add a reason and it is kept as an internal note ("Moved to Escalated: …"), so the next person knows why.