Setup

Before you start

Open the Tickets page on the dashboard and turn on the Enable tickets toggle ("Watch panels and open ticket channels when members click"). Tickets are off until you do.

If this is your first panel, the fastest route is the Setup wizard.

The main Tickets manager has four tabs:

• Panels — your ticket panels and the options on them.
• Forms — question sets you can attach to options.
• Access — the blacklist and per-staff profiles.
• Business Hours — your support window and off-hours message.

Panels

A panel is the message that holds your ticket buttons (or a dropdown). Create one on the Panels tab, give it a Name, then configure it. Up to 15 panels per server.

Panel settings

Two toggles control behaviour:

• Auto-pin opening message — pins the ticket's control message so it stays at the top.
• Allow staff to claim — shows the Claim button inside tickets.

Panel embed

You can style the panel message as an embed: Author name and icon, Title, Color (hex, e.g. #9b6bff), Thumbnail and large Image URLs, and a Footer. Leave these blank for a plain message.

Posting the panel

Panels are not posted from the dashboard — you post them from Discord so you control exactly which channel they land in:

,tickets resend <panel> [#channel]

The Panel channel field in the manager shows where a panel is currently posted, or "not posted yet" until you run the command.

Options

Options are the ticket types on a panel — each is one button or one dropdown entry. Add an option on the panel, give it a Label, and configure it. Up to 10 options per panel.

Identity

• Label — the button/entry text (e.g. "General Support").
• Emoji — an optional emoji on the button.
• Description — shown under the entry in dropdown mode.
• Button style — Primary, Secondary, Success, or Danger (button mode).

Form and categories

• Form — the question set asked before the ticket opens (or None). Build forms on the Forms tab below.
• Open / Claim / Close category — categories the channel moves to at each stage, or "Use panel default".

Naming

• Name format — channel name when opened, e.g. ticket-{ticket.case}.
• Claim rename — optional name when claimed, e.g. claimed-{ticket.case}.
• Close rename — optional name when closed, e.g. closed-{ticket.case}.

Who can open it

• Required roles to open — only members with these roles can use this option.
• Require all roles — members must have every required role, not just one.
• Creator can close — let the member who opened the ticket close it themselves.
• Close when creator leaves — auto-close if the creator leaves the server.
• Creator can view after close — keep the channel visible (read-only) to the creator after closing.

Support staff

• Support roles — the roles that handle and claim these tickets.
• Keep staff visible after claim — keep all support staff in the channel even once one has claimed it.
• Staff can speak in unclaimed tickets — let support reply before anyone has claimed.

Notifications and SLA

• Roles to ping and Ping support roles when a ticket opens — alert staff on open.
• Unclaimed SLA and Response SLA (entered in minutes) — targets for picking up and replying to a ticket.
• Escalation role — pinged when an SLA is breached.

Trainees

A second support tier with limited powers:

• Trainee roles — the trainee tier for this option.
• Trainees can claim / Trainees can close / Trainees can speak — what trainees are allowed to do.
• Allow claim takeovers — let another support member take over a ticket that is already claimed.

Control buttons, timers and messages

• Button UX — customize the Claim, Close, Reopen and Delete buttons (label, emoji, color, and whether each pops up a reason prompt).
• Timers (seconds) — Auto close, Auto delete, and Inactivity windows.
• Messages — customize the greeting, claim, close, reopen, inactivity and DM messages. These support {ticket.*} variables such as {ticket.creator}, {ticket.claimer}, {ticket.option}, {ticket.panel} and {ticket.guild}; the dashboard lists the available variables next to the fields.

Forms

A form is a short set of questions a member answers before the ticket opens. Their answers are saved into the ticket and shown to staff (and used by AI Assist). Build forms on the Forms tab — up to 25 forms per server — then attach one to an option's Form setting.

Each form has a Name, an optional Title (shown at the top of the pop-up), and an Enable filtering toggle that runs answers through your automod word filter and cancels the ticket if a blocked word is used.

Field types

Add up to 5 fields per form. Available types:

Every field has a Label (shown to the member), a Key (internal id), an optional Description, and a Required toggle. Text fields add a Placeholder and Min/Max length; checkboxes add Checked/Unchecked text; selects add Min/Max values and their option list; role/user/channel selects add a Single selection toggle. Reorder fields with the up/down arrows.

Access

The Access tab holds two tools.

Blacklist

Block specific users or roles from opening tickets. Choose User (enter a user id) or Role (pick a role) and click Add. Anyone blacklisted who tries to open a ticket is turned away. You can also toggle the blacklist from Discord with ,tickets blacklist <member|role>.

Profiles

Profiles are per-staff overrides for the category, channel name, and claim message used when that staff member claims a ticket — handy when different teams want their claimed tickets organized differently. Turn the feature on with Enable profiles; staff manage their own profile in Discord with ,tickets profile, and admins manage them with ,tickets profiles.

Business Hours

On the Business Hours tab, turn on Enable business hours to show an off-hours notice when tickets open outside your support window.

1. Set your Timezone (an IANA name such as America/New_York or Europe/London).
2. For each day, toggle it open and set the Open and Close times; leave a day off to mark it Closed all day. The default is Monday–Friday, 9:00 to 17:00.
3. Write an Off-hours message shown in tickets opened outside those hours (for example, "Our support team is offline right now. We'll respond when we're back.").

Tickets still open normally outside business hours — members just see your notice so they know to expect a delay.

Next steps

• Managing tickets — how staff claim, reply, close and reopen.
• AI Assist — auto-answer common questions from a knowledge base.