Ticket setup
The server-wide ticket settings — where tickets go, who handles them, what the bot says, what gets logged, and when tickets close on their own.
Do this on my dashboardTicket Setup (sidebar → Tickets) holds everything that applies to every ticket on the server. Panels and categories are on their own page. Changes apply to the bot as soon as you save.
Ticket system
- Enable ticket system — the master switch. Off, panels stay posted but picking a category tells the member tickets are unavailable.
- Allow users to open multiple tickets at once — by default a member must close their ticket before opening another. It is locked off while DM tickets are on, because a DM has to be matched to one open ticket.
- Ask for a satisfaction rating when a ticket is closed — the member is DM'd a 1–5 star prompt. Ratings show in History, on the overview and in Analytics. Needs transcript archiving (below), since the rating is stored on the archived ticket.
- Close delay — how long the channel stays after Close, in milliseconds (up to 30 000). Long enough for the close message to be read.
Auto-close
Auto-close inactive tickets closes tickets with no new message for 7 days, 15 days, a month or three months. The member is reminded by DM about a day before; any reply keeps the ticket open. Closed tickets are archived like any other, marked auto-closed in Analytics.
Alert when a member waits for a reply is the opposite reminder, for your team: after 1 to 48 hours without a staff answer to a member's message, the bot posts in the ticket and pings the chosen role, anyone who pressed Notify me, and the claimer. Once per unanswered message.
Premium
Routing
Default creation category is the Discord category new ticket channels are created in when the panel category has none of its own. Create an empty Discord category first (the one-click setup names it Tickets). A Discord category holds 50 channels; when it is full, tickets fail to open — see Members get an error.
Staff & access
- Close ticket — required role: only this role can press Close or run
/ticket close. Empty, anyone in the ticket — including the member — can close it. - Dashboard ticket access — roles: members with these roles can open Open Tickets and reply from the dashboard, even without Manage Server. They still need Manage Server to change settings.
Who sees ticket channels in Discord is decided on the Roles page — the Admin, Staff, Support and Moderator tiers.
DM tickets
Lets members open tickets by direct-messaging the bot, optionally handled in a separate support server. It has its own page: DM tickets. DM appearance, right below it, sets how the bot's DMs look: DM appearance.
Ticket messages
The text around ticket events. Leave a field blank for the default in the server's ticket language.
| Message | When | Placeholders |
|---|---|---|
| Auto-notification message | Added to the opening message of every ticket, above the role ping. "Please describe your issue in more detail here." | — |
| Welcome message | The confirmation the member gets when their ticket is created. | — |
| Close message (channel) | Posted in the ticket channel before it is deleted. | {userMention} {userId} {ticketId} {serverName} |
| Close message (DM) | Sent to the member by DM when their ticket closes. It arrives outside the server, so name the server in it. | {userMention} {userId} {ticketId} {serverName} |
Premium
Logging
- Archive transcripts in the database — on by default. Off, a closed ticket leaves no record: no History entry, no transcript, no rating, no team analytics. Existing entries are kept.
- Discord webhook URL for ticket logs — open and close events are posted to this webhook as a card, with the opener, who closed it, how long it took, how many messages, the notes and a link to the transcript. Make the webhook in a private channel: Channel settings → Integrations → Webhooks. (Premium)
- Log viewer roles — members with these roles get a read-only dashboard to browse History without any other access. (Premium)
Support hours
The last section of the page. It is big enough to have its own guide: Support hours.