Ticket System

The ticket system provides comprehensive support functionality including multiple ticket types, priority levels, working hours, claiming system, automatic alerts, transcripts, and detailed logging.

Overview

The ticket system is a complete support solution, offering:

Multiple ticket types
Role-based priorities
Working hours
Claiming & auto-alerts
Transcripts, closure messages & reviews
Detailed logging

Core Settings

General Setup

TicketSettings:
  Enabled: false
  LogsChannelID: "CHANNEL_ID"
  MaxTickets: 1
  DeletionTime: "3s"
  useSelectMenu: true
  overFlow: ["CATEGORY_ID", "CATEGORY_ID"]

Enabled → Master switch
LogsChannelID → Channel where all ticket events are logged (open, close, claim)
MaxTickets → Limit how many tickets a single user can have at once
DeletionTime → Delay before a ticket is fully deleted after closure
useSelectMenu → true = dropdown menus, false = buttons
overFlow → Backup categories if the main one reaches 50 channels

Delayed Response System

Warns users when many tickets are open.

DelayedResponse:
  Enabled: false
  TicketThreshold: 25
  Embed:
    Title: ""
    Description:
      - "# 🎫 High Support Volume Notice"
      - "⚠️ We are currently experiencing higher than usual ticket volume."
      - "## Current Status"
      - "> 📊 **Active Tickets:** {openTickets}"
      - "> ⏱️ **Est. Response Time:** 24-48 hours"

TicketThreshold → When this many open tickets exist, the warning is shown
Embed → Fully customizable (placeholders like {openTickets} work)

Close Reasons

CloseReasons:
  Enabled: true
  DefaultReason: "No reason provided"
  Reasons:
    - name: "Issue Resolved"
      emoji: "✅"
      value: "resolved"
    - name: "User Request"
      emoji: "👋"
      value: "user_request"

Adds preset closure reasons staff can pick
AllowCustomReason → lets staff write their own

Priority System

Priority:
  Enabled: true
  DefaultPriority: "Low"

  Levels:
    High:
      Roles: ["ROLE_ID"]
      Tag: ["ROLE_ID"]
      MoveTop: true

Levels → Low / Medium / High (add more if needed)
Roles → Who gets assigned this priority
Tag → Roles to ping when tickets open
MoveTop → Moves priority tickets to the top of the category

Working Hours

WorkingHours:
  Enabled: false
  Timezone: Europe/London
  NonWorkingDays: ["Saturday", "Sunday"]
  Schedule:
    Monday: "16:00-22:00"
  allowOpenTickets: true

Timezone → Must be IANA format (e.g. America/New_York)
Schedule → Define start/end times
allowOpenTickets → Allow tickets outside hours? If yes, a warning embed (WorkingEmbed) is shown.

Ticket Panels

Panels are what users see when opening tickets.

TicketPanelSettings:
  Panel1:
    Embed:
      Title: "📩 Support Tickets"
      Description:
        - "Please select a category below for assistance."

You can create multiple (Panel1, Panel2...)
Each panel controls how ticket buttons/menus look

Ticket Creation Templates

TicketCreation:
  Default:
    Embed:
      Title: "🎫 New Support Ticket"
      Description:
        - "Welcome {user}!"
        - "**Ticket Type:** {ticketType}"
        - "**Claimed By:** {claimer}"
        - "{questions}"

Defines the first message inside the ticket
Supports placeholders like {user}, {ticketType}, {claimer}, {questions}
You can also make ticket-type-specific templates (TicketType1, TicketType2)

Ticket Types

Each type is its own config block.

TicketTypes:
  TicketType1:
    Enabled: true
    Panel: "Panel1"
    Name: "General Support"
    ChannelName: "{ticket-id}-General-{user}-{priority}"
    CategoryID: "CATEGORY_ID"
    SupportRole: ["ROLE_ID"]
    Claiming:
      Enabled: false
    Button:
      Name: "General Support"
      Emoji: "🔍"
      Style: "Danger"
      Description: "Open to receive general support"

Panel → Which panel it belongs to
ChannelName → Use placeholders like {ticket-id}, {user}, {priority}
SupportRole → Who can access tickets
Claiming → Restrict tickets to one staff member
Button → Text, emoji, color, description

Questions with Select Options

Both the ticket and review systems support select menus in modals, allowing users to choose from preset options instead of typing. This ensures consistent data and a smoother user experience.

Ticket Questions

You can add questions to any ticket type. Questions can be text inputs or select menus.

Example:

TicketTypes:
  TicketType1:
    Questions: 
      - PurchaseID:
          Question: "Do you have a transaction ID?"
          Placeholder: "TBX-wdUGVApxKSMXham"
          Style: "Short" # Short, Paragraph
          Required: false
          maxLength: 1000
      - IssueType:
          Type: "StringSelect"
          Question: "What type of issue are you experiencing?"
          Description: "Please select the category that best describes your issue"
          Placeholder: "Choose an issue type..."
          Required: true
          Options:
            - Label: "Bug Report"
              Value: "bug"
              Description: "Something isn't working as expected"
              Emoji: "🐛"
            - Label: "Other"
              Value: "other"
              Description: "Something else not listed above"
              Emoji: "❓"

Question Types

Text Input

Question → The question text
Placeholder → Example text
Style → "Short" (1 line) or "Paragraph" (multi-line)
Required → true/false
maxLength → Character limit

Select Menu

Type → "StringSelect"
Question → Text shown above dropdown
Description → Helper text (optional)
Placeholder → Text when no option is selected
Required → true/false
Options → List of choices

Each option includes:

Label → What users see
Value → Internal stored value
Description → Shown under label
Emoji → Optional icon

Review System Questions

The review system works similarly but is designed for rating support quality.

Reviews:
  Enabled: false
  Placeholder: "Rate us!"
  ButtonEmoji: "⭐"
  ButtonStyle: "Secondary" # Primary, Secondary, Success, Danger
  
  Questions:
    1:
      ID: "support_quality"
      Label: "Support Quality (1-5)"
      Description: "Rate the quality of support you received"
      Required: true
      Options:
        - Label: "Very Poor"
          Value: "1"
          Emoji: "😞"
        - Label: "Poor"
          Value: "2"
          Emoji: "😐"
        - Label: "Average"
          Value: "3"
          Emoji: "🙂"
        - Label: "Good"
          Value: "4"
          Emoji: "😊"
        - Label: "Excellent"
          Value: "5"
          Emoji: "😍"

Alerts

Alert:
  Enabled: true
  Time: "12h"
  DM:
    Enabled: true
    Embed:
      Title: "⚠️ Ticket Alert"
      Description:
        - "Hello {user}"
        - "> **Time Until Close:** {time}"
      Footer:
        Text: "Drako Development | Ticket System"
        Icon: "https://i.imgur.com/w5XxKpc.png"
      Author:
        Text: "Ticket Alert System"
        Icon: "https://i.imgur.com/w5XxKpc.png"
      Color: "#FF0000"
      Image: ""
      Thumbnail: ""
    Button:
      Label: "Go to Ticket"
      Emoji: "🎫"

Reminds users before closure
Can send via DM (with fallback log if DM fails)
Also posts a warning inside the ticket

Ticket Closure DM

TicketClosureDM:
  Enabled: true
  Transcript: true
  Embed:
    Title: "Ticket Closure Notification"
    Description:
      - "{userTag}, your ticket in {guild} has been closed."
      - " "
      - "**Ticket Summary**"
      - "> **Messages:** {messageCount}"
      - "> **Priority:** {priority}"
      - "> **Handled By:** {claimer}"
      - "> **Close Reason:** {reason}"
      - " "
      - "We value your feedback! Please leave us a review below."
    Footer:
      Text: "Drako Development | Ticket System"
      Icon: "https://i.imgur.com/w5XxKpc.png"
    Author:
      Text: "Drako Support"
      Icon: "https://i.imgur.com/w5XxKpc.png"
    Color: "#1769FF"
    Image: "https://images-ext-1.discordapp.net/external/OllWGq5ta58LX6KoA8yEVTMrI9L4BJ0iE_T0pE4TZvw/https/i.imgur.com/LbjDuZ8.png?format=webp&quality=lossless&width=1618&height=403"
    Thumbnail: "https://i.imgur.com/w5XxKpc.png"

Sends users a DM when their ticket closes
Includes summary and optional transcript

Reviews

The review system lets users rate their support experience after a ticket is closed. They’ll get a DM with a Leave a Review button, which opens a simple modal where they can rate different aspects of the support they received.

Here’s what the config looks like:

Reviews:
  Enabled: false
  Placeholder: "Rate us!"
  ButtonEmoji: "⭐"
  ButtonStyle: "Secondary" # Primary, Secondary, Success, Danger
  
  # Multiple rating questions that will appear as select dropdowns in the modal
  Questions:
    1:
      ID: "support_quality"
      Label: "Support Quality (1-5)"
      Description: "Rate the quality of support you received"
      Required: true
      Options:
        - Label: "Very Poor"
          Value: "1"
          Emoji: "😞"
        - Label: "Poor"
          Value: "2"
          Emoji: "😐"
        - Label: "Average"
          Value: "3"
          Emoji: "🙂"
        - Label: "Good"
          Value: "4"
          Emoji: "😊"
        - Label: "Excellent"
          Value: "5"
          Emoji: "😍"
    
    2:
      ID: "response_time"
      Label: "Response Time (1-5)"
      Description: "Rate how quickly we responded to your ticket"
      Required: true
      Options:
        - Label: "Very Slow"
          Value: "1"
          Emoji: "🐌"
        - Label: "Slow"
          Value: "2"
          Emoji: "⏳"
        - Label: "Average"
          Value: "3"
          Emoji: "⏰"
        - Label: "Fast"
          Value: "4"
          Emoji: "⚡"
        - Label: "Very Fast"
          Value: "5"
          Emoji: "🚀"
  
  # Optional feedback text input
  FeedbackInput:
    Enabled: true # Should the bot ask the user why for the review they gave?
    Label: "Additional Feedback"
    Placeholder: "Please share any additional thoughts or suggestions..."
    Style: "Paragraph" # Short, Paragraph
    Required: false
    MaxLength: 1000

Button Settings

Placeholder → The button text in closure DMs
ButtonEmoji → Emoji shown on the button
ButtonStyle → Button color (Primary=blue, Secondary=gray, etc.)

Questions

You can add up to 4 questions (Discord’s modal limit).
Each question has:
- ID → Unique name (used in logs/database)
- Label → The question text
- Description → Helper text shown under the label
- Options → The ratings (with label, value, emoji)

Feedback Input

Optional text box where users can write suggestions or comments.
Choose Short (single line) or Paragraph (multi-line).

How it Works

User closes a ticket → receives a DM with the Leave a Review button.
Clicking opens a modal with rating questions (and optional feedback).
Ratings + comments are saved.
Review data is added to ticket logs, so you can track quality and performance.

Common Issues

Tickets not created → Check Enabled: true, valid CategoryID, and MaxTickets.
Support roles can’t see tickets → Bot role must be above support roles in hierarchy.
Working hours not working → Check timezone and 24h format.

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Last updated 9 days ago