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.

The ticket system is a complete support solution, offering:

Multiple ticket types
Thread mode support
Role-based priorities
Working hours
Claiming, auto-claim & auto-unclaim
Close requests
Watchers (DM notifications)
Staff mention alerts
Blacklisting (permanent & temporary)
Bulk operations
Transcripts (TXT & Web)
Closure messages & reviews
Ticket statistics & staff performance
Detailed logging
Multi-guild support
Components V2 (rich message layouts)

Core Settings

General Setup

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

Option

Description

Enabled

Master switch for the ticket system

LogsChannelID

Channel(s) where all ticket events are logged (one per guild)

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

UseThreads

Create tickets as private threads instead of channels

ThreadChannelID

Text/forum channel where threads are created (one per guild)

Multi-Guild Support

Arrays like LogsChannelID: ["id1", "id2"] allow the bot to work in multiple guilds. Add one channel/category ID per guild — the bot automatically finds and uses the one that exists in the current guild.

Thread Mode

When UseThreads is enabled, tickets are created as private threads instead of channels. CategoryID, overFlow, and ArchiveCategory per ticket type are ignored in this mode.

Delayed Response System

Warns users when many tickets are open.

DelayedResponse:
  Enabled: false
  TicketThreshold: 25
  Components:
    - Type: container
      AccentColor: "#FFA500"
      Components:
        - Type: section
          Text:
            Content:
              - "# 🎫 High Support Volume Notice"
              - "⚠️ We are currently experiencing higher than usual ticket volume."
              - "## Current Status"
              - "> 📊 **Active Tickets:** {openTickets}"
              - "> ⏱️ **Est. Response Time:** 24-48 hours"

Option

Description

TicketThreshold

When this many open tickets exist, the warning is shown

Components

Fully customizable Components V2 layout (placeholders like {openTickets} work)

Close Reasons

CloseReasons:
  Enabled: true
  DefaultReason: "No reason provided"
  AllowCustomReason: true
  Reasons:
    - name: "Issue Resolved"
      emoji: "✅"
      value: "resolved"
    - name: "User Request"
      emoji: "👋"
      value: "user_request"
    - name: "Inactive"
      emoji: "⏰"
      value: "inactive"
    - name: "Invalid"
      emoji: "❌"
      value: "invalid"

Adds preset closure reasons staff can pick from a menu. AllowCustomReason lets staff write their own reason via the custom_reason option.

Close Request System

Allows staff to request the ticket creator to close the ticket. The user can accept or decline.

CloseRequest:
  Enabled: true
  DefaultReason: "Issue has been resolved"
  AutoCloseOnAccept: true

  Components:
    - Type: container
      AccentColor: "#FFA500"
      Components:
        - Type: text_display
          Content:
            - "# 📩 Close Request"
            - "Hey {user}!"
            - "**{staff}** has requested to close this ticket."
            - "**Reason:** {reason}"

  Buttons:
    Accept:
      Label: "Accept & Close"
      Emoji: "✅"
      Style: "Success"
    Decline:
      Label: "Decline"
      Emoji: "❌"
      Style: "Secondary"

  Messages:
    Accepted: "Close request accepted by {user}. Closing ticket..."
    Declined: "Close request declined by {user}. Staff will continue to assist."
    DeclinedStaff: "{user} has declined the close request. Please continue assisting them."

Option

Description

AutoCloseOnAccept

Automatically close the ticket when the user accepts

Buttons

Customize the accept/decline button labels, emojis, and styles

Messages

Customize the confirmation messages

Placeholders

Placeholder

Description

{user}

The ticket creator

{staff}

The staff member who sent the request

{reason}

The close request reason

Staff Mention Alert

Alerts users when they mention a staff member who is offline, idle, or in DND.

StaffMentionAlert:
  Enabled: true
  AlertStatuses: ["offline", "idle", "dnd"]
  EmbedColor: "#FFA500"
  ShowAlternatives: true
  AlternativesTitle: "🟢 Available Staff"
  Messages:
    Offline: "⚠️ {staff} is currently **offline** and may not see your message right away."
    Idle: "⚠️ {staff} is currently **away** and may take longer to respond."
    DND: "⚠️ {staff} has **Do Not Disturb** enabled and may not respond immediately."

Option

Description

AlertStatuses

Which statuses trigger the alert

ShowAlternatives

Show a list of currently available staff members

Messages

Customizable messages per status type

Priority System

Priority:
  Enabled: true
  DefaultPriority: "Low"

  Levels:
    Low:
      Roles: ["ROLE_ID"]
      Tag: ["ROLE_ID"]
      MoveTop: false
    Medium:
      Roles: ["ROLE_ID"]
      Tag: ["ROLE_ID"]
      MoveTop: true
    High:
      Roles: ["ROLE_ID"]
      Tag: ["ROLE_ID"]
      MoveTop: true

Option

Description

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"
    Tuesday: "16:00-22:00"
  allowOpenTickets: true

Option

Description

Timezone

Must be IANA format (e.g. America/New_York)

Schedule

Define start/end times per day in 24h format

NonWorkingDays

Days with no support

allowOpenTickets

Allow tickets outside hours? If yes, a warning embed (WorkingEmbed) is shown

Working Hours Placeholders

These can be used in panel components:

Placeholder

Description

{workinghours_start}

Today's start time

{workinghours_end}

Today's end time

{workinghours_start_monday}

Monday's start time

{workinghours_end_monday}

Monday's end time

{workinghours_start_tuesday} ...

Per-day placeholders for all days

Ticket Panels

Panels are what users see when opening tickets.

TicketPanelSettings:
  Panel1:
    Components:
      - Type: container
        AccentColor: "#1769FF"
        Components:
          - Type: text_display
            Content:
              - "# 📩 Support Tickets"
              - "Please select a category below for assistance."

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

Inline Ticket Components

You can embed ticket buttons or select menus directly inside containers using placeholders:

{button_TicketType1} or {button_TicketType1,TicketType2} — Embeds ticket buttons
{selectmenu_TicketType1} or {selectmenu_TicketType1,TicketType2} — Embeds a select menu

When using these placeholders, the default select menu / buttons below the container will NOT be added.

Ticket Transcripts

TicketTranscript:
  Type: TXT
  Save: true
  MinMessages: "1"
  SavePath: ./transcripts/

Option

Description

Type

TXT (file attachment) or WEB (web dashboard link)

Save

Save transcripts to disk

MinMessages

Minimum messages required before a transcript is generated

SavePath

Directory to save transcript files

Ticket Creation Templates

TicketCreation:
  Default:
    Followup:
      Message: "Thank you {user} for reaching out! Please describe your issue in detail."
    Components:
      - Type: container
        AccentColor: "#1769FF"
        Components:
          - Type: section
            Text:
              Content:
                - "# 🎫 New Support Ticket"
                - "Welcome to our Support System, {user}!"
                - "**Ticket Type:** {ticketType}"
                - "**Claimed By:** {claimer}"
                - "{questions}"
            Accessory:
              Type: thumbnail
              Media:
                URL: "{userIcon}"
    QuestionFormat:
      - "**{question}**"
      - "```{answer}```"

Defines the first message inside the ticket. You can make ticket-type-specific templates (TicketType1, TicketType2).

Features

Followup — Sends an additional message after the ticket creation embed
Components — Rich Components V2 layout
QuestionFormat — Defines how questions/answers are formatted in the ticket

Placeholders

Placeholder

Description

{user}

Mentions the ticket creator

{ticketType}

Name of the ticket type

{claimer}

Staff member who claimed the ticket

{questions}

Displays answered questions (formatted via QuestionFormat)

{userIcon}

The user's avatar URL

{guild}

The server name

{guildIcon}

The server icon URL

Ticket Types

Each type is its own config block.

TicketTypes:
  TicketType1:
    Enabled: true
    Panel: "Panel1"
    Name: "General Support"
    ChannelName: "{ticket-id}-General-{user}-{priority}"
    ChannelTopic: "Category: {ticketType} | User: {userid} | Priority: {priority}"
    CategoryID: ["CATEGORY_ID"]
    AutoAlert: "12h"
    ArchiveCategory: ["CATEGORY_ID"]
    SupportRole: ["ROLE_ID"]
    UserRole: ["ROLE_ID"]
    TagSupport: false
    TagCreator: true
    RestrictDeletion: false
    Claiming:
      Enabled: true
      AutoClaim: true
      Button:
        Name: "Claim Ticket"
        Emoji: "🎫"
        Style: "Secondary"
      RestrictResponse: true
      RestrictView: true
      AnnounceClaim: true
      AutoUnclaim:
        Enabled: true
        InactiveTime: "2h"
        NotifyChannel: true
    Button:
      Name: "General Support"
      Emoji: "🔍"
      Style: "Danger"
      Description: "Open to receive general support"

Option

Description

Panel

Which panel it belongs to

ChannelName

Ticket channel name (supports placeholders)

ChannelTopic

Channel topic (supports placeholders)

CategoryID

Category for ticket channels (one per guild)

AutoAlert

Automatically send an inactivity alert after this duration

ArchiveCategory

Category to move tickets to when archived

SupportRole

Roles that can access and manage tickets

UserRole

Roles that can open this ticket type

TagSupport

Ping support roles when ticket opens

TagCreator

Ping the ticket creator in the ticket

RestrictDeletion

Only support roles can close (users cannot)

ChannelName Placeholders

Placeholder

Description

{ticket-id}

Unique ticket number

{user}

Username

{priority}

Priority level

ChannelTopic Placeholders

Placeholder

Description

{ticketType}

Ticket type name

{userid}

User mention

{priority}

Priority level

{ticket-id}

Ticket ID

{created-at}

Creation date

{category}

Category name

Claiming System

Option

Description

Enabled

Enable/disable claiming for this type

AutoClaim

First staff member to type automatically claims

RestrictResponse

Only the claimer can respond until unclaimed

RestrictView

Only the ticket owner and claimer can view the ticket when claimed

AnnounceClaim

Post a message in the channel when claimed/unclaimed

AutoUnclaim.Enabled

Auto-unclaim if staff hasn't responded

AutoUnclaim.InactiveTime

How long until ticket is auto-unclaimed

AutoUnclaim.NotifyChannel

Send a message when auto-unclaiming

Questions

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

Text Input

Questions:
  - PurchaseID:
      Question: "Do you have a transaction ID?"
      Placeholder: "TBX-wdUGVApxKSMXham"
      Style: "Short"
      Required: false
      maxLength: 1000

Option

Description

Question

The question text

Placeholder

Example text shown in the input

Style

"Short" (1 line) or "Paragraph" (multi-line)

Required

true / false

maxLength

Character limit

Questions:
  - 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: "❓"

Option

Description

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 (Label, Value, Description, Emoji)

Alerts

Alert:
  Enabled: true
  Time: "12h"
  DM:
    Enabled: true
    LogFailures: false
    Components:
      - Type: container
        AccentColor: "#FF0000"
        Components:
          - Type: text_display
            Content:
              - "# ⚠️ Ticket Alert"
              - "Hello {user}"
              - "> **Time Until Close:** {time}"
              - "> **Reason:** {reason}"
    Button:
      Label: "Go to Ticket"
      Emoji: "🎫"
  Embed:
    Title: "Support Ticket Notice"
    Description:
      - "> **User:** {user}"
      - "> **Time Until Close:** {time}"
      - "> **Reason:** {reason}"
    Button:
      Label: "Close Ticket"
      Emoji: "🔒"
      Style: "Danger"

Option

Description

Time

Duration before the ticket auto-closes after alert

DM.Enabled

Send alert via DM

DM.LogFailures

DM.Components

Components V2 layout for DM alerts

Embed

Fallback embed layout for in-channel alert

Embed.Button

Close button displayed under the alert

Alerts can be sent manually via /tickets alert or automatically via AutoAlert on ticket types. The alert auto-cancels when the ticket creator responds.

Ticket Closure DM

TicketClosureDM:
  Enabled: true
  Transcript: true
  Components:
    - Type: container
      AccentColor: "#1769FF"
      Components:
        - Type: section
          Text:
            Content:
              - "# Ticket Closure Notification"
              - "{userTag}, your ticket in {guild} has been closed."
              - "**Ticket Summary**"
              - "> **Messages:** {messageCount}"
              - "> **Priority:** {priority}"
              - "> **Handled By:** {claimer}"
              - "> **Close Reason:** {reason}"

Sends users a DM when their ticket closes. Includes a summary, optional transcript attachment, and review button.

Placeholders

Placeholder

Description

{userTag}

The user's mention

{guild}

Server name

{messageCount}

Total messages in the ticket

{priority}

Ticket priority level

{claimer}

Staff member who handled the ticket

{reason}

Closure reason

Watchers

Staff members can watch tickets to receive DM notifications on all activity.

Commands

Command

Description

/tickets watch

Start watching the current ticket

/tickets unwatch

Stop watching

/tickets watchers

View all watchers

Events Watched

Watchers are notified via DM for:

New messages
Ticket claimed/unclaimed
Priority changes
Users added/removed
Alerts sent
Ticket closing
Close requests

Configuration

WatcherNotifications:
  Message:
    Components:
      - Type: container
        AccentColor: "#5865F2"
        Components:
          - Type: text_display
            Content:
              - "## 💬 New Message"
              - "**Author:** <@{authorId}>"
              - "**Message:** {content}"
          - Type: text_display
            Content: "-# Ticket #{ticketId} • {guildName}"
  Claimed:
    # ...
  Unclaimed:
    # ...
  Priority:
    # ...
  UserAdded:
    # ...
  UserRemoved:
    # ...
  Alert:
    # ...
  Closing:
    # ...
  CloseRequest:
    # ...

Each event type has its own customizable Components V2 template with relevant placeholders.

Blacklist System

Prevent specific users from opening tickets.

Commands

Command

Description

/tickets blacklist add <user> [reason]

Permanently blacklist a user

/tickets blacklist addtemp <user> <duration> <unit> [reason]

Temporarily blacklist

/tickets blacklist remove <user>

Remove from blacklist

/tickets blacklist view <user>

View blacklist info

/tickets blacklist list

View all blacklisted users (paginated)

Temporary Blacklists

Temporary blacklists support units: Minutes, Hours, Days, Weeks. They expire automatically.

Configuration

All blacklist notifications are customizable via TicketNotifications.Blacklist:

TicketNotifications:
  Blacklist:
    Added:
      Components: [...]
    View:
      Components: [...]
    Removed:
      Components: [...]
    TempAdded:
      Components: [...]

Archive Design

When a ticket is closed, it can be moved to an archive category with action buttons.

ArchiveDesign:
  Buttons:
    "1":
      Name: "Reopen"
      Emoji: "🟩"
      Style: "Primary"
      Type: "REOPEN"
    "2":
      Name: "Transcript"
      Emoji: "📜"
      Style: "Secondary"
      Type: "TRANSCRIPT"
    "3":
      Name: "Delete"
      Emoji: "🗑️"
      Style: "Danger"
      Type: "DELETE"
  Components:
    - Type: container
      AccentColor: "#2B2D31"
      Components:
        - Type: section
          Text:
            Content:
              - "# Ticket Archived"
              - "> **Creator:** {userTag}"
              - "> **Reason:** {reason}"

User Left Design

Displayed when the ticket creator leaves the server.

UserLeftDesign:
  Components:
    - Type: container
      AccentColor: "#1769FF"
      Components:
        - Type: section
          Text:
            Content:
              - "# User Alert"
              - "The creator of this ticket, **{user}** has left the server."
          Accessory:
            Type: thumbnail
            Media:
              URL: "{userIcon}"
  Button:
    Name: "Delete Ticket"
    Emoji: "⛔"
    Style: Secondary

Ticket Notifications

All in-ticket notifications are customizable via Components V2:

TicketNotifications:
  UserAdded:
    Components: [...]
  UserRemoved:
    Components: [...]
  Renamed:
    Components: [...]
  Transferred:
    Components: [...]
  PriorityChanged:
    Components: [...]
  AlertCancelled:
    Components: [...]
  Watch:
    Components: [...]
  CloseRequestSent:
    Components: [...]
  Blacklist:
    Added: [...]
    View: [...]
    Removed: [...]
    TempAdded: [...]

Reviews

The review system lets users rate their support experience after a ticket is closed. They receive a DM with a Leave a Review button, which opens a modal with rating questions.

Reviews:
  Enabled: false
  ChannelID: ["CHANNEL_ID"]
  Placeholder: "Rate us!"
  ButtonEmoji: "⭐"
  ButtonStyle: "Secondary"

  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: "Excellent"
          Value: "5"
          Emoji: "😍"

  FeedbackInput:
    Enabled: true
    Label: "Additional Feedback"
    Placeholder: "Please share any additional thoughts or suggestions..."
    Style: "Paragraph"
    Required: false
    MaxLength: 1000

  Components:
    - Type: container
      AccentColor: "#FFD700"
      Components:
        - Type: section
          Text:
            Content:
              - "# ⭐ Ticket Review"
              - "**Ticket Information**"
              - "> **Creator:** {ticketCreator}"
              - "> **Ticket:** {channelName}"
              - "> **Handled By:** {claimer}"
              - "**Ratings**"
              - "{ratings}"
              - "**Additional Feedback**"
              - "```{feedback}```"

Option

Description

ChannelID

Channel to post review summaries (one per guild)

Placeholder

Button text in closure DMs

ButtonEmoji

Emoji on the review button

ButtonStyle

Button color (Primary, Secondary, Success, Danger)

Components

Review summary posted to the reviews channel

Questions

You can add up to 4 questions (Discord's modal limit). Each question has:

Option

Description

ID

Unique name (used in logs/database)

Label

The question text

Description

Helper text shown under the label

Options

The ratings (Label, Value, Emoji)

Feedback Input

Optional text box where users can write suggestions or comments.

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 posted to the reviews channel and added to ticket logs

Bulk Operations

Staff can perform mass actions on tickets.

Command

Description

/tickets bulk close [reason]

Close all open tickets in the server

/tickets bulk delete

Delete all closed/archived tickets in the server

Requires Administrator permission or any ticket support role. Operations are throttled (1.5s between each) to avoid rate limits.

Ticket Statistics

/tickets stats provides detailed analytics:

Current Status — Total, open, closed, deleted, claimed, unclaimed counts
Recent Activity — Tickets created/closed in last 24h, 7d, 30d
Priority Distribution — Breakdown by priority level
Ticket Type Distribution — Breakdown by type
Rating Statistics — Average rating, distribution
Response Metrics — Average/fastest/slowest first response and resolution times
Staff Performance — Top 5 staff by tickets claimed and resolution rate
Peak Activity Hours — Busiest hours for ticket creation

Commands Reference

Command

Description

/tickets panel <panel>

Send a ticket panel

/tickets close [reason] [custom_reason] [silent]

Close the current ticket

/tickets add <user>

Add a user to the ticket

/tickets remove <user>

Remove a user from the ticket

/tickets rename <name>

Rename the ticket channel

/tickets transfer <type>

Transfer ticket to another type

/tickets priority <level>

Change ticket priority

/tickets alert [reason]

Send an inactivity alert

/tickets cancel-alert

Cancel an active alert

/tickets closerequest [reason]

Request the creator to close

/tickets watch

Watch for DM notifications

/tickets unwatch

Stop watching

/tickets watchers

View all watchers

/tickets stats

View ticket statistics

/tickets blacklist add <user> [reason]

Blacklist a user

/tickets blacklist addtemp <user> <duration> <unit> [reason]

Temp blacklist

/tickets blacklist remove <user>

Remove from blacklist

/tickets blacklist view <user>

View blacklist info

/tickets blacklist list

View all blacklisted users

/tickets bulk close [reason]

Close all open tickets

/tickets bulk delete

Delete all closed/archived tickets

Logs

Logs:
  Close:
    Embed:
      Title: "**Ticket Closure**"
      Description:
        - "> Ticket has been closed by {userTag}."
        - "> **Reason:** {reason}"
        - "> **Creator:** {ticketCreator}"
        - "> **Messages:** {messageCount}"
        - "> **Priority:** {priority}"
        - "> **Claimed By:** {claimer}"
        - "> {channelName}"
    ReviewFormat:
      AverageRating: "Average Rating"
      Rating: "Rating"
      Review: "Review"
      AdditionalFeedback: "Additional Feedback"
      NoRating: "No Rating Yet"
      CloseReason: "Close Reason"

Logs support both Components V2 (Logs.Close.Components) and traditional embeds (Logs.Close.Embed).

Components V2

All message templates in the ticket system support Discord's Components V2 layout format. This allows rich layouts with:

container — Colored accent containers
text_display — Text blocks (supports markdown)
section + Accessory — Text with thumbnail images
separator — Visual dividers
media_gallery — Image galleries
action_row — Button rows

Use https://builder.drako.gg/ to generate containers

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Core Settings

General Setup

Multi-Guild Support

Thread Mode

Delayed Response System

Close Reasons

Close Request System

Placeholders

Staff Mention Alert

Priority System

Working Hours

Working Hours Placeholders

Ticket Panels

Inline Ticket Components

Ticket Transcripts

Ticket Creation Templates

Features

Placeholders

Ticket Types

ChannelName Placeholders

ChannelTopic Placeholders

Claiming System

Questions

Text Input

Select Menu

Alerts

Ticket Closure DM

Placeholders

Watchers

Commands

Events Watched

Configuration

Blacklist System

Commands

Temporary Blacklists

Configuration

Archive Design

User Left Design

Ticket Notifications

Reviews

Questions

Feedback Input

How It Works

Bulk Operations

Ticket Statistics

Commands Reference

Logs

Components V2