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 | No | Role that can manage tickets |
max_tickets | No | Max open tickets per user |
After creation, deploy the panel to a channel with /ticket-setup panel deploy.
Ticket Commands
All ticket management is done with /ticket subcommands inside an open ticket channel:
| Subcommand | Description |
|---|---|
close [reason] | Close the ticket |
claim | Claim the ticket as your own |
unclaim | Release your claim |
reopen | Reopen a closed ticket |
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 |
Dashboard Portal
The Tickets section in the sidebar provides:
- Open tickets — Active tickets with status, priority, and assigned staff
- Ticket detail — View full conversation thread and staff notes
- Canned Responses — Create pre-written replies staff can insert with one click
- Panels — Manage and redeploy panels
- Stats — Ticket volume, resolution time, and satisfaction ratings
- Settings — Global ticket config (transcripts, SLA, webhooks, blacklist)
Settings
Configure in Tickets → Settings:
| Setting | Description |
|---|---|
| Transcript Channel | Channel to archive transcripts |
| Staff Notify Channel | Channel for staff notifications |
| Staff Notify Role | Role pinged on new tickets |
| Rating Window | Minutes after close to request a rating |
| Auto Assign | Automatically assign tickets to available staff |
| Blacklisted Users | Users blocked from opening tickets |
| SLA Levels | Define warning thresholds (hours) with optional ping roles |
| Webhook URL | External webhook called on ticket events |
SLA Warnings
Set multiple SLA levels by hours. When a ticket exceeds the threshold, the bot pings the configured role with an alert. Useful for ensuring timely responses.