Tickets — Support

Required permissions

The Tickets bot needs these Discord permissions to function. The default invite link grants them automatically — make sure they aren't removed. If some are missing when you run /setup, the bot will try to create a role for itself with the right permissions, but only if it already has Manage Roles.

• Manage Channels — create ticket channels
• Manage Roles — apply ticket permissions
• Manage Messages — edit and delete messages
• Send Messages — basic functionality
• Embed Links — send rich embeds
• Attach Files — send transcripts
• Read Message History — access old messages
• Add Reactions & Use External Emojis — panel buttons
• Create Private Threads — only if you turn on thread mode

Quickstart

1. 1

   Run /setup

   A five-step wizard: pick your ticket log channel, application log channel, appeal log channel, staff roles, and admin roles. Every step can be skipped. You need to be the server owner, or hold Administrator or Manage Server, to run it.

2. 2

   Check your roles

   Staff roles are the moderators who work tickets. Admin roles are the people who can create panels and run /config — they do NOT need Discord Administrator. Change either one later in /config → Roles.

3. 3

   Build a panel

   Run /panels → Create Panel and pick Support, Application, Appeal, or Custom Embed. Each type offers an Easy Setup lane (a few screens, live preview) and an Advanced lane (the full wizard with every option).

4. 4

   Publish & go live

   Choose the channel the panel embed is posted in. Members click a button (or pick from a dropdown, if you chose that layout) and their private ticket, application, or appeal opens automatically.

Slash commands

Setup & configuration

In a ticket, application, or appeal

These all work the same way in all three kinds of conversation, in channels and in threads. They're staff-only unless noted.

Reporting

Voting rewards

Panels — the core building block

Everything starts with /panels. Pick one of four panel types, then pick a lane: Easy Setup walks you through a handful of screens with a live preview, and Advanced Setup opens the full wizard (8 steps for support panels, 9 for applications and appeals) with placement, per-button welcome messages, layout, ping roles and more. One server can run all four types side by side.

Support panels

The classic. Members click a category button and get their own private channel (or private thread) with your staff. Each category has its own emoji, name, description, target Discord category, welcome message, auto-responder message, and optional ping role.

Application panels

Staff apps, member apps, whitelist forms — any intake you need. Each application type has its own question set, and staff approve or reject straight from the review message. Applications get transcripts and star ratings just like tickets do.

Appeal panels

Ban appeals and moderation reviews with a full review workflow. Each appeal category gets its own question set, target Discord category or thread, optional ping role, and optional reviewer roles so only the right team sees it. Answers can be collected in a form popup or as a DM conversation. Staff approve or reject from the review embed, and appeals get transcripts and star ratings too.

Custom Embed panels

A rich standalone embed for announcements, rules, or info — no buttons, no tickets. Ten color presets plus your own hex color, and it counts toward the same panel allowance as the other three types.

Category format

Each category is set up with its own emoji and name — for example 🎫 General Support or 💰 Billing Questions. Custom server emojis work too. You can show buttons as emoji + text or as a dropdown menu instead, and hide the description list in the embed if you want a cleaner panel.

Thread mode

Any support, application, or appeal panel can create private threads in the panel's own channel instead of a new channel each time. It's free on every plan, and it's the right choice for high-volume servers that don't want hundreds of channels.

• • Threads are created on the channel the panel message lives in, and they're private — the opener plus your staff.
• • The bot needs Create Private Threads on that channel. Without it, the panel button reports exactly that.
• • Per-category Discord categories don't apply in thread mode — that's a channel-only setting, and the builder hides it.
• • Claiming a thread does not lock other staff out. Only channel tickets do that.

How a conversation flows

1. 1

   A member opens it

   They click a category button (or pick from the dropdown) on your panel. A private channel or thread is created with them, your Support/Staff/Admin roles, and any ping role for that category. If you set an auto-responder message for the category, it's posted straight away.

2. 2

   Staff claim & work it

   Staff hit Claim, then use Staff Tools for everything else — assign, transfer, merge, rename, add or remove members, and set a priority level. Most of those are also slash commands; assign and priority live only in the Staff Tools menu.

3. 3

   Close & transcript

   Closing (button or /close) generates a styled HTML transcript with every message and attachment, posts it to the matching log channel with a link button, and — unless you've switched member DMs off — DMs the member their transcript and a star-rating prompt.

Staff workflow

Every ticket channel ships with two buttons so staff don't need to memorize commands:

• Close — closes the conversation and triggers the transcript.
• Staff Tools — a private panel only the staff member who clicked it can see, holding Claim, Assign, Transfer, Merge, Rename, Add User, Remove User, Priority, and Close.

Roles & access

There are three tiers, and each gets a different level of access inside a ticket, application, or appeal. Someone who holds two tiers gets the higher one.

Support roles

Read and reply. The front line — they can see and answer conversations but not manage them. Set from the web dashboard.

Staff roles

Everything Support can do, plus managing messages. Staff claim, respond, approve or reject, merge, transfer, and close. This is the tier that shows up in /staff, /reviews and /analytics. Set in /config → Roles → Staff Roles.

Admin roles

Manage the bot itself — create and edit panels, run /config. No Discord Administrator permission required; being in an Admin role is enough. Set in /config → Roles → Admin Roles.

Transcripts & logs

Every closed ticket, application, and appeal generates a complete HTML transcript including messages, embeds, and attachments. It's posted to the matching log channel on its own message with the link on a button.

You get four separate log channels, all set in /config → Log Channels:

• Ticket Log — creation, closures, staff actions
• Application Log — submissions, approvals, rejections
• Appeal Log — appeal submissions and reviews
• Admin Log — panel edits, /config and /setup changes

Hosted transcript links expire after 30 days on the free plan. Premium servers can switch expiry off from the web dashboard and keep them indefinitely.

Privacy & member DMs

/config → Privacy & DMs is a single on/off switch covering every DM the bot sends a member:

• • Their transcript when a ticket, application, or appeal closes
• • The star-rating prompt after a conversation is handled
• • The outcome of an application or appeal

Star ratings & staff stats

When a conversation that a staff member actually claimed is closed, the opener gets a DM asking them to rate it 1–5 stars, with an optional comment. This works for tickets, applications, and appeals, and it's free on every plan.

/staff shows one person's open, resolved and total handled counts alongside their average rating and recent comments. /reviews ranks the whole team by average rating. Ratings stop entirely if you switch member DMs off — the prompt is a DM.

Analytics

Run /analytics for the last 7, 30 or 90 days, all time, or an interactive dashboard. It's staff-only and included on every plan.

• Ticket volume for the period you pick
• Ticket trends over time
• Most popular support categories
• A link through to the full web dashboard

Plan limits

These are the numbers the bot actually enforces. Run /premium to see which plan your server is on.

The free panel allowance is a single shared pool of ten — spend it however you like across the four types. Deleting a panel frees its slot again. The bot stops you at the door rather than at the end of a wizard, so you'll never build a panel you can't post.

Premium features

Use /premium to check what's active on your server. On top of the raised limits above, premium adds:

• • Auto-close — tickets that go quiet get a warning in-channel, then close themselves an hour later with a full transcript. Any human reply cancels it. You set the inactivity window (anywhere from 1 hour to 30 days) on the web dashboard.
• • Per-panel whitelist and blacklist — allow only chosen members and roles to use a panel, or block chosen ones, panel by panel. Reached from the Whitelist and Blacklist buttons in each panel's management view.
• • Emoji-only buttons — drop the text labels for a compact panel.
• • Transcripts that don't expire — keep hosted transcript links past the 30-day free window.
• • Priority support from us.

Troubleshooting

"Setup is not configured"

Run /setup first. /panels and /config won't work until it completes.

"Permission Denied" on /config or /panels

You need Discord Administrator, Manage Server, or membership in one of the server's Admin roles. A server admin can add you in /config → Roles → Admin Roles. /setup is stricter — owner, Administrator, or Manage Server only.

Bot can't create channels

Check the bot has Manage Channels and Manage Roles, and that its highest role sits above any role it needs to set permissions on. /setup will try to auto-grant itself a permissions role if some are missing — but only if it already has Manage Roles.

Thread-mode panel button does nothing

Ticket threads are private threads, so the bot needs Create Private Threads on the channel the panel was posted in. Grant it there and the button works immediately.

Buttons don't respond

Tickets uses persistent buttons that survive restarts — if a button seems dead, it's almost always a permissions problem on the channel where the panel was posted, not the panel itself.

A member never got their transcript or rating prompt

Check /config → Privacy & DMs. If member DMs are switched off, no transcript DM, rating prompt, or decision notice is sent — the transcript is still in your log channel. If DMs are on, the member has probably closed their DMs.