Tickets

Let server members contact staff through a ticket!

Tickets give your members a private place to talk to your staff. A member presses a button, answers a few questions, and gets their own channel that only they and your staff can see.

Start with one panel and the default ticket types. Everything after that is optional.

A ticket panel in Discord with Support, Billing and Report a member buttons

What your members will see

Before you start

You need:

  • Your bot in your Discord server. See Invite Your Bot if it isn't yet.
  • A role for your staff, like @Support team.
  • A channel for the panel, like #support.

Set up your first panel

  1. 1

    Turn on Tickets

    Open Tickets in your bot's dashboard and press Enable at the top right.

    The top of the Tickets page with Enabled, Watch how it works and the server menu marked
    • A Enable turns Tickets on for your bot.
    • B Watch how it works gives you a one minute tour.
    • C The server you're setting up, if your bot is in more than one.
  2. 2

    Follow the steps

    The strip under the header walks you through the setup, one step at a time: pick who answers tickets, where tickets go, and the channel for the panel.

    The setup strip with the progress, the next step and All steps marked
    • A How many steps are done.
    • B The next step. Pick it right here.
    • C All steps shows the whole list.

    Not sure where to start? Press Start from a preset for a ready made setup, like Simple support, Community server, Shop and orders or Staff applications.

  3. 3

    Save

    A bar pops up at the bottom of the page. Press Save Changes.

    The Unsaved changes bar with Save Changes marked
    • A Save Changes sends your settings to your bot.
  4. 4

    Post the panel

    The panel is the message members press to open a ticket. Press Post the panel on the setup strip, or Post it on the Panel tab.

    This panel, with the channel, the looks and the Update it button marked
    • A The channel the panel is posted in.
    • B How it looks: a card, a list, a classic embed, or your own message.
    • C Post it sends the panel. Once it's posted, this says Update it and changes the message that's already there.
  5. 5

    Test it

    Press Send a test ticket on the setup strip. The bot opens a ticket for you, so you can see it all work.

    The bot uses your saved settings, so always save first.

That's it. Your members can now open tickets.

Find your way around

The tabs follow a ticket from start to end.

The Panel, Opening, Staff tools, Automations, Closing and Transcripts tabs, and the search box
  • A Panel, Opening, Staff tools, Automations, Closing and Transcripts.
  • B Search for any setting, like "transcript" or "ping".

On every tab, the preview on the right shows what happens in Discord at that point.

The preview of the panel, and the five steps of a ticket under it
  • A What members see right now.
  • B The rest of the ticket. Press Edit to jump to that tab.

Panels

A panel is one message with buttons. Each button opens a different type of ticket.

Your panels, with a panel and Add a panel marked
  • A A panel. Pick it to change it below.
  • B Add a panel, for example one in #support and one in #appeals.

Ticket types

Open the Opening tab. Each ticket type is a button on your panel, with its own staff, questions and channel.

Your ticket types, with a type, Add a ticket type and its switch marked
  • A A ticket type. Pick it to set it up.
  • B Add a ticket type.
  • C Turn a type off, or delete it.

Then choose where it opens and who answers it.

Where Support opens, with Opens as, Category and Who answers it marked
  • A A private channel, a private thread, or a forum post.
  • B The category new ticket channels go in.
  • C The staff for this type. Leave it empty to use the staff from the setup steps.

Ask questions first

Each type can show a form before the ticket opens. The answers are posted in the ticket, so your staff know what it's about.

The questions form with a question, its answer type, Needed and Add a question marked
  • A A question.
  • B The answer: short, long, a dropdown, or a picker.
  • C Needed: they can't skip it.
  • D Add a question.

Where staff answer

Staff usually answer in the ticket, next to the member. Turn on Where staff answer on the Opening tab and staff answer from a private staff forum instead. The member never sees who is helping, and staff can talk among themselves.

Where staff answer, with the switch, the staff forum, the copy rule and how replies show marked
  • A Turns it on for this ticket type.
  • B The staff forum. Each ticket gets its own post there, with Close, Claim and the staff tools.
  • C Which staff messages reach the member.
  • D How staff replies show: as Staff, as their name, or just the words.

Here's what happens:

  1. The member writes in their ticket. It shows in the staff post under their name and picture.
  2. Staff write in the post. What the rule allows goes to the member, and gets a tick.
  3. Everything else stays between staff.
Rule What reaches the member
All but staff talk Everything, except messages that start with # (or your own start)
Only marked ones Only messages that start with your start, like !r
Only replies Only replies to the member's own messages
Every message Everything staff write

The staff forum has to be private. If members or @everyone can see it, tickets don't open. To show members under their own name and picture, the bot needs Manage Webhooks in that forum.

Escalate to senior staff

On the Staff tools tab, open Escalate and pick a senior forum. Escalating a ticket moves it to a new post there for your senior staff, and the old post is locked. The member is told, unless you turn that off. Handing a ticket to someone else stays quiet.

Edits and deletes aren't copied, so check a message before you send it. The member's transcript is what they saw, without staff talk.

Staff tools

Open the Staff tools tab. These are the buttons your staff use inside a ticket. Members never see them.

Staff tools, with where the tools show, a tool and More marked
  • A Where the tools show: buttons, a menu, or both.
  • B A tool, like Claim. Press it to change how it works.
  • C More tools: add people, staff notes, saved replies, lock and more.

Automations

Open the Automations tab. The bot nudges people and tidies up quiet tickets for you.

Reminders and auto close, Support hours and On duty marked
  • A A reminder, like when staff don't answer. Press it to change the waits.
  • B Support hours: when your staff are around.
  • C On duty: staff use /ticket duty, and pings only reach staff who are on.

Closing

Open the Closing tab to choose what happens when a ticket ends.

Keep or delete, the closing message, Save a transcript and Ask for a rating marked
  • A Keep closed tickets so they can be reopened, or delete them.
  • B The message the member gets by DM.
  • C Save a transcript of the whole ticket.
  • D Ask for a rating from 1 to 5 stars.

Transcripts

Open the Transcripts tab to find any past ticket.

Transcript settings, the search and filters, a past ticket and the stats marked
  • A Transcript settings: the look, and how it's sent.
  • B Search by member, number, label or answer.
  • C A past ticket. Press it to read it.
  • D How many tickets, how fast staff answer, and the ratings.

Transcripts come in 16 looks with your own colours. Send them as a link, a file, or both. Each link only works for a while.

Other ways to open a ticket

On the Panel tab, press Show under the panel settings to find more ways in.

Other ways to open, with Type a command, DM the bot and Open one for someone marked
  • A Type a command: members use /ticket open.
  • B DM the bot: members message your bot and staff reply by DM.
  • C Open one for someone: staff start a ticket with a member.

Members can also right click a message to open a ticket about it, or mention the bot.

Free and Premium

Free Premium
Ticket types 3 Unlimited
Panels in each server 1 Unlimited
Questions, staff tools, automations and ratings Yes Yes
Transcripts in all 16 looks Yes Yes
Open by command, right click, mention or for someone Yes Yes
DM the bot and Say a keyword No Yes
Reply as the bot No Yes
Staff answer in a private forum No Yes
Export your tickets as a spreadsheet No Yes
Change the ticket events in the builder No Yes

Using the old Tickets?

The old Tickets keeps working for bots that use it. You'll find it in your modules as Tickets (old). When you're ready to switch, set up the new Tickets and turn the old one off. Your old settings don't move across, so set up your panel and ticket types again.

Advanced: change it in the builder

Everything on the page runs through five ticket events: Ticket Requested, Ticket Changed, Ticket Needs Attention, Ticket Closed and Ticket Rated. Find them at the bottom of the Tickets page.

The ticket events, with an event and Open in builder marked
  • A An event, and how many paths it has.
  • B Open in builder takes you to the event. Add your own blocks under any path.

Changing the events needs Premium.

Something not working?

The panel won't post

  • Press Save Changes first. The bot posts what's saved.
  • Make sure your bot can View Channel, Send Messages and Embed Links in that channel.

Tickets don't open

  • Your bot needs Manage Channels to make ticket channels, or Create Private Threads for thread tickets.
  • Check the category has room. Discord allows 50 channels in a category.

Staff can't see tickets

Check the staff role is picked in the setup steps, or under Who answers it on the Opening tab.

Still stuck? Ask in our support server.