Set up tickets

A panel is a message with buttons in a channel of your choice. When a member presses a button, the bot creates a private channel that only the member, your ticket managers and the roles on that button can see.

1. 1Turn on the Tickets module and open it in the dashboard.
2. 2Pick your Ticket managers under General.
3. 3Click New panel, pick a Channel and write a Title.
4. 4Adjust the buttons under Buttons.
5. 5Click Save, then click Publish at the top of the page.

The bot needs the "Manage Channels" permission to create tickets.

• Ticket managers: roles that can see all tickets and claim, park, complete, close, reopen and delete them. Up to 20 roles. Members with "Manage Channels" can always use these actions.
• Transcript channel: when a ticket is deleted, the whole conversation is posted here as a text file.
• Category for parked tickets: where Park moves a ticket. Without a category the ticket stays where it is and is only renamed.
• Open tickets per member: how many open tickets a member may have at once (1 to 10, default 1). Closed tickets do not count.

You can have up to 10 panels. Each panel has a Channel, a Title, a Description and a Color, and you can see it under Preview. A panel has 1 to 5 buttons. Each button has its own settings:

• Label, Emoji and Style: how the button looks (Blue, Grey, Green or Red).
• Category for new tickets: where the ticket channels are created. With No category they end up outside any category.
• Channel name: the start of the channel name, followed by the ticket number. With support, a channel is called something like support-0012. Numbers count up for the whole server, across buttons. Only lowercase letters, numbers and hyphens, up to 20 characters.
• Welcome text in the ticket: the first message in the ticket. {user} becomes the member and {server} the server name. Empty gives a default text.
• Roles pinged and able to see tickets from this button: roles that are pinged when a ticket opens and get access to it. Up to 10 roles.

The first message in a new ticket has the buttons Claim, Park, Complete and Close. Once the ticket is closed, they change to Reopen and Delete. The buttons use the server language.

• Claim: a ticket manager takes the ticket. This is posted in the channel, and a ticket can only be claimed once.
• Park: a ticket manager parks the ticket when you need more time. It stays open, the channel is renamed to parked-0001 and moved to the Category for parked tickets, and the member is told you will get back to them. Unpark puts it back.
• Complete: a ticket manager closes the ticket as solved. It closes the same way as with Close.
• Close: the member or a ticket manager closes the ticket. The member can still read but not write, and the channel is renamed to closed-0001.
• Reopen: a ticket manager opens the ticket again. The member can write again and the channel gets its old name back.
• Delete: a ticket manager deletes a closed ticket. If a Transcript channel is set, the conversation (up to 2000 messages) is posted there as a text file, and the channel is deleted after 5 seconds.

Discord only allows 2 renames per channel every 10 minutes. If you close and reopen quickly, the name may lag behind a little.

You can also do all of this with /ticket. See the article on ticket commands.