Ticket System
Private support channels, with a transcript left behind when they close.
A member clicks a button, gets a private channel with your support team, and when the ticket closes the conversation is saved. No mod DMs, no lost context.
Setup
In Dashboard > Tickets > Settings:
| Setting | What it does |
|---|---|
| Enabled | Turns the system on for this server |
| Category | Where ticket channels are created |
| Support roles | Who can see and answer every ticket |
| Panel message | The text on the panel embed |
| Button text | The label members click, Create Ticket by default |
Save, then use the Ticket panel card at the bottom of the page: pick the channel
members should open tickets from, for example #support, and post the panel. It is
rebuilt from your settings every time you save, so editing the message is enough.
Permissions on the category
Deny View Channel for @everyone. Fenrai needs View Channel, Manage Channels, Send
Messages, Embed Links, Attach Files and Read Message History; support roles need the same
without Manage Channels.
A ticket, start to finish
- The member clicks the button and gets a channel visible only to them and the support roles. One open ticket per member.
- Staff answer in the channel. Moderation commands work there too.
- Close Ticket saves the transcript, logs the ticket in your log channel, and deletes the channel a few seconds later.
Transcripts
Dashboard > Tickets > Transcripts lists every closed ticket with who opened it, who closed it and when. Open one to read the conversation, or download it for your own records. The last 100 messages are kept.
Common questions
- "You already have an open ticket": the member closes the old one first.
- No channel is created: check Fenrai's permissions on the category, that its role sits above the support roles, and that the category is under Discord's 50 channel limit.
- Empty transcript: the ticket was closed before anyone wrote anything, which is normal.
Need more than one kind of ticket? Post a separate panel in a separate channel and say in the panel message what it is for.