Overview
A full ticket system for support, applications and reports — panels, forms, claiming, transcripts and AI auto-answers.
What the ticket system does
Tickets give your members a private channel to talk to your staff. A member clicks a button (or picks from a dropdown), optionally fills in a short form, and exceed opens a fresh channel that only they and your support team can see. Staff can claim it, reply with saved snippets, set a priority, add or remove people, and close it with a saved transcript when it is done.
It works for support, applications, reports, partnership requests, or anything that needs a private back-and-forth.
Note: Tickets are off by default. Turn the system on under Tickets on the dashboard (the Enable tickets toggle), then build a panel. The quickest path is the Setup wizard.
The pieces
- Panels — a message you post in a channel that holds the ticket buttons (or a dropdown). A panel decides where tickets are created, where logs go, and how channels are named.
- Options — each button or dropdown entry on a panel. An option is a ticket type (for example "General Support", "Report a User", "Apply for Staff"). Options control which roles support the ticket, which form to ask, and dozens of behaviour toggles.
- Forms — an optional set of questions a member answers before the ticket opens. Answers are saved into the ticket and shown to staff. Forms can use text fields, checkboxes, dropdowns, and role/user/channel pickers.
- Transcripts — a saved record of every ticket, generated automatically on close so you keep a paper trail.
- AI Assist — an optional knowledge base that auto-answers common questions with cited sources the moment a ticket opens. See AI Assist.
How a ticket flows
- A member clicks a button (or selects from the dropdown) on your panel.
- If the option has a form, the member answers it.
- exceed creates a private ticket channel and posts a greeting plus the control buttons.
- If AI Assist is on and a relevant entry exists, a cited suggested answer is posted.
- A staff member claims the ticket and helps.
- When it is resolved, staff close it. A transcript is saved, the member can be asked to rate their experience, and the channel is deleted after a short delay.
Where to manage it
| Page | What it is for |
|---|---|
| Tickets | The main manager — panels, options, forms, blacklist, profiles, and business hours. |
| Tickets → Setup | A guided wizard to build your first panel and option fast. |
| Tickets → List | Browse, filter and review every ticket plus analytics (CSAT, response times, staff leaderboard). |
| Tickets → AI Assist | The knowledge base and AI auto-answer settings. |
Most day-to-day operating (claim, close, reply, priority) happens inside Discord with the ,tickets command and the buttons on each ticket. See Managing tickets.
Next steps
- Setup — build panels, options and forms on the dashboard.
- Managing tickets — claim, close, reopen, transcripts, blacklist and staff actions.
- AI Assist — turn on cited auto-answers from your own knowledge base.