Tickets
A support desk inside Discord: panels open private ticket channels for the right team.
Tickets give your members a private channel with your staff. A member clicks a button or picks an entry in a menu, optionally fills a form, and the bot creates a channel that only they and the support team can see.
How it fits together#
| Piece | Role |
|---|---|
| Template | How a ticket behaves: category, support roles, channel name, messages, form, claim, escalation, automations, transcripts, logs, buttons. See Templates. |
| Panel | A message with buttons or a menu. Each option opens a ticket from one template. See Panels. |
| History, transcripts and statistics | Every ticket, its transcript, and how your team performs. See History and statistics. |
A template that no panel uses is internal: tickets can still reach it by escalation.
Quick start#
- Dashboard → Tickets → Templates → create a template. Choose a category and the support roles.
- Dashboard → Tickets → Panels → create a panel, add an option linked to the template, choose a channel.
- Click Save, then Send. The panel appears in the channel.
- Click the button yourself to open a test ticket.
Free and Premium#
Free on every server: unlimited tickets, transcripts, claim and unclaim, forms, logs, and the automation that closes a ticket when its opener leaves.
| Limit | Free | Premium |
|---|---|---|
| Panels | 3 | 25 |
| Templates | 3 | 25 |
| Options per panel | 3 | 25 |
| Form questions per template | 3 | 5 |
| Automation rules per template | 1 (opener left → close) | 10, any rule |
| Overflow categories per template | 1 | 25 |
| Transcripts kept | 30 days | No limit |
| Statistics period | 7 and 30 days | Up to all time |
Premium only: custom channel names, closing DM with the transcript, satisfaction survey, roles on open and close, advanced claim options, escalation, images in embeds, panel opening hours, panels without the Tickets by InviteCount mention, detailed statistics.
Commands#
All /ticket commands work inside a ticket channel only. Their answers are private.
| Command | What it does | Who |
|---|---|---|
/ticket close [reason] | Closes the ticket, without confirmation. | Support; the opener if the template allows it |
/ticket rename <name> | Renames the channel. {counter} and {username} work. Discord allows 2 renames per 10 minutes. | Support |
/ticket add-user <member>, remove-user <member> | Gives or removes access. The opener can't be removed. | Support |
/ticket add-role <role>, remove-role <role> | Same for a role. | Support |
/ticket claim | Takes charge of the ticket. | Support; the opener if allowed |
/ticket unclaim | Releases the ticket. | The claimer or an admin (others too, unless only the claimer unclaims) |
/ticket escalate <target> [reason] | Moves the ticket to another template (Premium). | Support |
/ticket automation pause, resume | Stops or restarts this ticket's automations. | Support |
Support means the support roles of the ticket's template, and members with Administrator or Manage Server. While a ticket is claimed with restrict actions on, only the claimer, the opener and admins can act.
Permissions#
Where tickets are created, the bot needs View Channel, Send Messages, Read Message History, Attach Files, Embed Links, Manage Channels and Manage Roles, plus Pin Messages to pin the opening message. A missing permission is named in the error the member sees.
FAQ#
A member can't open a ticket. Why?
They may have reached the template's max open tickets per member, the panel may be outside its opening hours, or the category may be full (Discord allows 50 channels per category: add overflow categories).
Can a member read their transcript?
Yes, if the template gives the opener access, or if the closing DM sends them the link (Premium). They log in with Discord to open it.