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

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

  1. User closes a ticket → receives a DM with the Leave a Review button.

  2. Clicking opens a modal with rating questions (and optional feedback).

  3. Ratings + comments are saved.

  4. 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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