Ticket System
Full-featured support ticket system with panels, staff controls, transcripts, SLA warnings, ratings, canned responses, and a dashboard portal.
Setup
Install the Ticket System addon from the Addon Manager, then go to Tickets in the sidebar.
Creating a Panel
A panel is a button-based embed posted in a channel. Members click the button to open a ticket.
Use /ticket-setup panel create with these options:
| Option | Required | Description |
|---|---|---|
name | Yes | Panel name (internal label) |
description | No | Text shown in the panel embed |
emoji | No | Button emoji (e.g. 🎫) |
button_label | No | Button text |
button_color | No | Button color (blurple, grey, green, red) |
category | No | Category where ticket channels are created |
log_channel | No | Channel to post transcripts |
staff_role | Yes | Role that can manage tickets. A panel can't be created without one, so every panel has a staff team that can act on its tickets. |
max_tickets | No | Max open tickets per user on this panel. Tickets on other panels don't count toward it. |
After creation, deploy the panel to a channel with /ticket-setup panel deploy.
Channel naming uses the panel's naming pattern with these placeholders: {number} (zero-padded), {username}, and {category} (the clicked button's category tag). For example {category}-{number} names a ticket opened from a button tagged con as con-0009.
Buttons & form questions
A single panel can offer multiple buttons for different ticket types — General Support, Bug Report, Player Report, Rank Code Claim, and so on — so you don't need a separate panel for each. Configure these in Tickets → Panels → edit a panel.
- Buttons tab — add up to 25 buttons. Each button has its own label, emoji, colour, optional category tag (applied to tickets it opens), and optional staff roles.
- Fields tab — set up to 5 form questions. When a member opens a ticket, they're shown a modal with these questions; the answers are saved to the ticket and shown in the ticket embed and transcript.
Display as buttons or a dropdown
By default a panel shows one button per ticket type. For panels with several ticket types you can switch to a dropdown menu instead, which collapses every option into a single tidy select menu. In the Buttons tab, use Display options as → Buttons or Dropdown menu.
The dropdown option appears once a panel has 2 or more buttons (a single-option panel always shows one button). Picking a type from the dropdown opens a ticket exactly like clicking its button — category tags and per-button questions all still apply. Changing the style and saving updates the already-posted panel in Discord automatically, so there's no need to re-deploy it.
Different questions per button
Each button can ask its own questions instead of the shared ones. In the Fields tab, use the Questions for selector at the top:
- All buttons (default) — the shared questions, used by any button that doesn't have its own.
- A specific button — questions shown only for that button (up to 5). Leave it empty to use the default.
A button with its own questions shows them when clicked (its modal is titled with the button's label); a button without falls back to the default.
This lets one panel ask, for example, "Steps to reproduce" on a Bug Report button and "Who are you reporting?" on a Player Report button, while a plain General Support button uses the shared default questions. Set common defaults in the Fields tab and only override the buttons that need something different.
Ticket Commands
All ticket management is done with /ticket subcommands inside an open ticket channel. Staff actions (claim, transfer, priority, tags, notes, and so on) are limited to the panel's staff roles, and to members with the Manage Channels permission. The ticket's opener can close their own ticket. Members added with /ticket add can read and reply, but can't close it.
| Subcommand | Description |
|---|---|
close [reason] | Close the ticket |
claim | Claim the ticket as your own |
unclaim | Release your claim |
reopen | Reopen a closed ticket (if the panel has a reopen window set, this stops working once it's expired — see Lifecycle automation) |
transfer <staff> | Transfer ownership to another staff member |
add <user> | Add a user to the ticket |
remove <user> | Remove a user from the ticket |
rename <name> | Rename the ticket channel |
priority <level> | Set ticket priority (low/medium/high/urgent) |
tag <action> <tag> | Add or remove a tag |
note <text> | Add a private staff note (visible to staff only) |
notes | View all staff notes (ephemeral) |
info | Show ticket info (priority, tags, claim status) |
transcript | Generate and send the transcript now |
respond | Use a canned response (supports placeholders — see below) |
requestclose | Ask the opener to confirm closing (posts Confirm / Keep Open buttons) |
snooze <in> | Remind yourself about this ticket later (e.g. 2h, 30m, 1d) |
These two run anywhere, not just inside a ticket:
| Subcommand | Description |
|---|---|
find <query> | Search tickets by number, username/ID, or tag (staff only) |
mine | List your own open tickets in this server |
Canned-response placeholders
Canned responses sent with /ticket respond substitute these placeholders at send time: {user} (mentions the opener), {username}, {staff} (mentions you), {staffname}, and {ticket} (e.g. #42). Each use is tracked — the Canned Responses dashboard page shows how many times each one's been sent and when it was last used, so you can spot which ones are actually useful and prune the rest.
AI Triage & Assist
Run /triage inside an open ticket for a private (ephemeral), staff-only triage. The bot reads the ticket's reason, form answers, and conversation so far, and returns:
- Summary — a sentence or two describing the user's issue
- Urgency — a colour-coded low / medium / high estimate
- Suggested tag — a short category label
- Suggested reply — a friendly first response the staff member can adapt and send
The result now carries action buttons: Set Priority (applies the AI's urgency), Post Reply (sends the suggested reply into the ticket), and Save as Note.
Auto-triage on open
Enable AI Assist → Auto-triage on open in settings to run this automatically whenever a ticket is created. The summary and suggested reply are saved as a staff note (viewable with /ticket notes) and surfaced in the dashboard, and the staff-notification ping includes the summary. Optionally let it set the priority from the AI's urgency and add a tag.
When a staff member claims the ticket, the brief (summary, suggested reply, and the action buttons) is sent to them privately — so the person handling it sees the context immediately without running /ticket notes. If the conversation has moved on since the brief was first made, it's regenerated so the claimer always sees current context.
On /ticket transfer, the brief is regenerated from the whole conversation so far and DM'd to the new owner — a proper handoff that reflects everything discussed, not just the opening message. Auto-assign DMs the assigned staffer the brief the same way. If the recipient has DMs closed, they get a quiet in-channel nudge to run /triage instead (the private AI content is never posted publicly).
Multi-language replies
When auto-triage generates a suggested reply, it first detects the language the customer wrote their ticket in and writes the reply in that language — so a staff member can post it straight through without translating by hand. The summary and suggested tag stay in English either way, since those are for staff, not the customer.
Opener history
With Show opener history on, staff see how many previous tickets the opener has (and their average rating) in the new-ticket notification — instant context on repeat visitors.
/triage is a standalone command (not a /ticket subcommand) so you can restrict it on its own. To hide it from regular members, set it to your staff roles in Commands → Role Permissions. The bot also enforces staff-only at runtime regardless.
Staff-only, and it degrades gracefully when no AI key is configured. On the hosted ArkenBot it works out of the box; self-hosters need a local model or a
GROQ_API_KEYfallback (see Installation). Ticket content is sent to the model that generates the triage: the local one, or Groq only if the local request fails and a Groq key is set — see the Privacy Policy.
Dashboard Portal
The Tickets section in the sidebar provides:
- Open tickets — Active tickets with status, priority, and assigned staff. Updates live as the ticket changes in Discord (new messages, claims, closes) — no need to refresh the page. Search matches message content as well as ticket metadata, so you can find a ticket by something that was said in it. Select multiple tickets with the checkbox column for bulk actions — close, tag, or set priority on all of them at once.
- Ticket detail — View the full conversation thread and staff notes, also updated live. Transfer uses a real staff picker — a dropdown of actual members with the panel's staff roles, instead of typing in a user ID — and falls back to manual entry if the member list can't be loaded. Merge another ticket into this one by its ticket number: messages, tags, and notes combine, and the source ticket closes automatically. Download the transcript as HTML, JSON, or plain text.
- Canned Responses — Create pre-written replies staff can insert with one click; see usage counts per response above.
- Panels — Manage and redeploy panels.
- Stats — Ticket volume, resolution time, satisfaction ratings, a per-agent leaderboard (including an SLA-adherence column — see SLA & escalation), and a CSV export of every ticket.
- Settings — Global ticket config (below).
Settings
Configure in Tickets → Settings:
| Setting | Description |
|---|---|
| Transcript Channel | Channel to archive transcripts |
| Staff Notify Channel / Role | Channel + role pinged on new tickets |
| Rating Window | Minutes after close to request a rating. The prompt first asks a quick Yes/No: was your issue resolved?, then opens the star-rating + feedback modal — so Stats and the per-agent leaderboard can track resolution rate separately from satisfaction. |
| Auto Assign | Assigns to whichever available staff member (across every staff role on the panel) currently has the fewest open tickets; round-robin only breaks ties, it's not the primary rule |
| AI Assist | Auto-triage on open, set-priority-from-AI, auto-tag, opener history, multi-language replies |
| Lifecycle | Hours before auto-close to nudge the opener with a Keep Open button |
| Business Hours | Timezone + open/close times + active days; pause SLA and post an away reply outside hours |
| Quality & Feedback | Alert a role/channel when a rating is at or below a threshold |
| Access Controls | Open cooldown, minimum account age, and a required role to open |
| Weekly Digest | Post a weekly ticket summary to a channel |
| SLA Levels | Warning thresholds (hours) with optional ping role and priority escalation |
| Blacklisted Users | Users blocked from opening tickets |
| Webhook URL | External webhook called on ticket events. Once set, a signing secret is generated automatically (shown read-only in Settings) — each request carries an X-ArkenBot-Signature HMAC-SHA256 header so your receiver can verify it actually came from ArkenBot, plus one automatic retry on failure. |
SLA & escalation
Set multiple SLA levels by hours. When a ticket with no first response crosses a threshold, the bot pings the configured role. Each level can also escalate the priority (e.g. bump to urgent) and ping a senior role. With Business Hours → Pause SLA enabled, these timers don't advance outside your support hours, so you won't get false breaches overnight or on weekends.
Lifecycle automation
- Pre-close nudge — a few hours before a ticket auto-closes for inactivity, the opener is pinged with a Keep Open button that resets the timer. Set the lead time in Settings → Lifecycle.
- Request to close —
/ticket requestcloseasks the opener to confirm (Confirm Close / Keep Open) instead of closing unilaterally. - Snooze —
/ticket snooze 2hre-pings you about a ticket later. - Reopen window — limit how long after close a ticket can be reopened (via
/ticket reopenor the Reopen button). Set per panel in Tickets → Panels → edit a panel, next to Auto-close. Leave it unset for no limit.
Access controls
Curb spam and abuse in Settings → Access Controls: require a minimum account age, enforce an open cooldown between a member's tickets, or require a specific role to open one. These apply in addition to the per-panel max-open limit and the blacklist.
Analytics & export
The Stats page adds a per-agent leaderboard (tickets handled, closed, average rating, and average close time per staff member) alongside the per-panel breakdown, and an Export CSV button that downloads every ticket (status, priority, panel, opener, handler, rating, feedback, timestamps). Enable the Weekly Digest to have a summary posted to a channel automatically.