Customise
Branding & messages
Your name, colours, logo, panel and every message the bot sends.
Branding#
Make the bot look like part of your server. Set it in Settings → Branding & panel or /config area: Branding.
| Setting | Default | Notes |
|---|---|---|
| Bot name | The bot’s own name | The bot’s nickname in your server, up to 32 characters. Needs the Change Nickname permission. |
| Accent colour | #3ba55c | The coloured bar on the bot’s messages. A hex value like #5865f2. |
| Logo | None | An https:// image link, shown on the panel and messages. |
| Footer | None | A short line under the bot’s messages, up to 200 characters. |
| AI persona name | Support Assistant | The name the AI assistant uses for itself, up to 32 characters. |
The support panel#
The panel is the message players see most. Besides your title and text it can show:
- A banner: a wide https:// image above the panel.
- Your categories with emoji, name and description (on by default).
- Up to 3 quick links under the panel, e.g. Rules, FAQ, Store. In Discord, write one per line:
📜 Rules | https://example.com/rules 🛒 Store | https://store.example.com
It always ends with a privacy note (“Only you and our team can see your ticket”) and, when players get their transcript, a note that they’ll receive a copy.
In Discord, Preview panel shows it to you privately before you publish. After a change that affects the panel, the old panel is removed and a fresh one is posted, so it is always the newest message in the support channel.
Messages#
Every text the bot sends to players and staff can be rewritten: the panel, the form labels, the welcome message, closing notes and more. Edit them in Settings → Messages or /config area: Branding → Customize messages.
- Use placeholders in curly braces, like
{user}or{number}. Each message has its own set, listed below. - A placeholder the message doesn’t support is left as-is; the editor warns you about it.
- Clear a message, or set it back to the original, to use the default again.
- Up to 2000 characters per message. Discord markdown works.
Every message#
| Message | Default text | Placeholders |
|---|---|---|
Heading of the ticket panelpanel.title | 🎫 {server} Support | {server} |
Text on the ticket panelpanel.body | Stuck on something, missing a purchase, or need to report a player? Open a ticket and we will sort it out with you, one on one. | {server} |
Heading above the category list on the panelpanel.categories | What we can help with | None |
Privacy note at the bottom of the panelpanel.privacy | 🔒 Only you and our team can see your ticket. | None |
Panel note shown when players get their transcriptpanel.copy | 📄 You get a copy of the conversation when it closes. | None |
Label of the panel buttonpanel.button | Open a ticket | None |
Placeholder of the category menu on the panelpanel.select | Choose what you need help with… | None |
Title of the ticket formmodal.title | Open a ticket | None |
Category field labelmodal.category | Category | None |
Subject field labelmodal.subject | Subject | None |
Description field labelmodal.description | Describe your issue | None |
First message in a new ticketticket.welcome | Hi {user}, thanks for reaching out! A team member will be with you shortly. Add anything that helps, like screenshots or your in-game name. | {user}{number}{subject}{category} |
Posted when staff claim a ticketticket.claimed | {staff} is handling this ticket. | {staff} |
Posted when staff change the categoryticket.recategorized | {staff} moved this ticket to **{category}**. | {staff}{category} |
Posted when a ticket closesticket.closed | This ticket was closed by {closer}. | {closer}{reason} |
Posted when a ticket auto-closesticket.closed.inactive | This ticket was closed automatically after a period of inactivity. | {reason} |
Close confirmation promptticket.close.confirm | Are you sure you want to close this ticket? | None |
Reply to the user after opening a ticketticket.opened | Your ticket is ready: {thread} | {thread} |
Shown when a user reaches the open ticket limitticket.limit | You already have {limit} open tickets. Please continue in one of those. | {limit} |
Shown when tickets are not configuredticket.unavailable | Tickets are not set up on this server yet. Please ask a server admin. | None |
Sent when the AI stops gathering details without its own closing messageintake.handoff | Thanks! I have passed everything to the team, and a team member will take it from here. | None |
Staff channel notification for a new ticketstaff.new | New ticket #{number} from {user} in **{category}**: {subject} | {number}{user}{category}{subject} |
Staff channel notification when a ticket changes categorystaff.moved | Ticket #{number} from {user} was moved to **{category}** by {staff}: {subject} | {number}{user}{category}{staff}{subject} |
Message sent to the player with their transcripttranscript.dm | Your ticket #{number} on {server} was closed. Here is a copy of the conversation. | {number}{server} |
Rating request under the transcript messagerating.ask | How did we do? Your rating helps the team improve. | None |
Shown after the player rates a ticketrating.thanks | Thanks for rating ticket #{number}: {stars} | {number}{stars} |