Tickets

Tickets & the panel

Threads or channels, panel styles, names, limits, claiming and closing.

How a player opens a ticket#

Players open tickets from the support panel, a message the bot posts in your support channel. They choose what they need help with, fill in a short form, and get a private ticket that only they, your team and the bot can see. The bot replies with a link to it.

The form always asks for a subject. Below that it asks for a description, or the category’s own questions if you set some up (see Categories & forms). The ticket starts with a pinned welcome message that repeats what the player wrote, with Claim and Close buttons.

Threads or channels#

Choose where tickets live in /config → Channels, or in the dashboard under Settings → Tickets. You can switch any time; existing tickets stay where they are.

	Private threads (default)	A channel per ticket
Where	A private thread inside your support channel.	A new text channel inside a Discord category you pick.
Who sees it	The player, staff who are added (by claiming or replying) and the bot.	The player, every Support, Staff and Management role (plus the category’s own roles) and the bot.
Staff notes	A thread on the staff channel notification.	A private thread inside the ticket channel.
After closing	Locked and archived, so the history stays in Discord.	The player can no longer write, and the channel is deleted about a minute later, after the transcripts are sent.

Discord’s channel limit

A Discord category holds at most 50 channels. In channel mode, if the ticket category is full (or the bot lacks permissions there), the player sees “Tickets are not set up on this server yet”. Close old tickets or pick a roomier category. /status shows missing permissions.

Panel style#

One button (default): a single “Open a ticket” button. The category is chosen inside the form (you can turn that off). If any category has its own form questions, the player first picks the category from a short menu, then gets that category’s form.
Category menu: players pick the category straight from a menu on the panel. The Minecraft SMP template uses this style.

The panel can also show your categories with their emoji and description, a banner image and up to three quick links. See Branding & messages.

What staff see#

Each new ticket posts a notification in the staff channel. It pings your support roles (you can turn the ping off) and shows the ticket number, player, category and subject. If the AI classifier is on, it also shows urgency and the category it thinks fits best. Buttons:

Claim: take the ticket.
Actions: run a tool from a connected integration (see Integrations).
Change category: move the ticket.
Open ticket and Notes: jump to the ticket or its staff notes.

Which roles get pinged: the category’s own roles if it has any, otherwise your Support roles (or Staff roles if no Support role is set).

Good to know

When a category gathers details first in gate mode, staff are notified once the details are in instead of right away. See Info gathering.

Claiming#

Claiming tells everyone who is handling a ticket. Press Claim on the ticket or the staff notification, or use /ticket claim. The bot posts “… is handling this ticket” and adds you to the ticket and its notes.

By default the first staff member to reply claims the ticket automatically, so you rarely need the button. Someone else’s claim can’t be taken over with the button.

Moving, adding and removing#

/ticket category (or Change category) moves a ticket. The new category’s team is notified if it differs, and the correction teaches the AI classifier.
/ticket add user and /ticket remove user bring someone in or take them out. The ticket owner can’t be removed.
/ticket cost shows what the AI spent on this ticket.

Closing#

Close with the Close button or /ticket close reason. By default the bot asks for confirmation, with a choice to close with a reason. Staff can always close; the player can close their own ticket unless you turn that off.

When a ticket closes:

A closing note is posted, then the thread is locked and archived (or the channel removed).
A staff transcript goes to the transcripts channel and the player gets their own copy by DM, with a rating request. See Transcripts & ratings.
If the AI is on, the conversation is summarised into a possible learned solution for staff to approve.

Auto-close

Tickets with no messages for 72 hours close automatically (reason “No activity for 72 hours”). Change the hours (0 turns it off, up to 720) in Settings → Tickets or /config → Ticket behaviour → Edit limits & naming. The bot checks every 15 minutes, so a close can happen up to a quarter of an hour late.

Behaviour settings#

Found in Settings → Tickets, or in Discord under /config → Ticket behaviour.

Setting	Default	What it does
Where tickets live	Private threads	Threads in the support channel, or a channel per ticket.
Panel style	One button	One button, or a category menu on the panel.
Ask for a category in the form	On	With the one-button panel, shows a category field in the form.
Max open tickets per player	3	1–25. Players at the limit are asked to continue in an open ticket.
Ticket name	`ticket-{number}-{username}`	Up to 80 characters. Placeholders: `{number}` (padded, e.g. 0042), `{username}` and `{category}` (the category key).
Auto-close after (hours)	72	0 turns it off. Maximum 720 (30 days).
Let players close their tickets	On	Otherwise only staff can close.
Confirm before closing	On	Asks “Are you sure?” with an option to give a reason.
Ping staff on new tickets	On	Mentions the support roles in the staff notification.
First staff reply claims	On	Whoever answers first owns the ticket.
Staff notes	On	A private notes thread per ticket. See Staff notes.
Post transcripts	On	Staff transcript to the transcripts channel.
DM the player their transcript	On	The player’s copy, without staff notes.
Ask for a rating	On	1–5 stars under the DM. Needs the DM option.