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 staff

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.

Claiming

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.

Priority

/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 me

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.

Internal notes

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 responses

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 dashboard

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.

Closing

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.
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.

Reopening

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, and the member is told by DM. A member who already has an open ticket cannot get a second one this way.

Moving

/ticket move category moves the channel to another Discord category — for example from Support to Escalated. The ticket keeps its record and buttons.