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ticketTicket System

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

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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

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Core Settings

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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

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Delayed Response System

Warns users when many tickets are open.

  • TicketThreshold → When this many open tickets exist, the warning is shown

  • Embed → Fully customizable (placeholders like {openTickets} work)

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Close Reasons

  • Adds preset closure reasons staff can pick

  • AllowCustomReason → lets staff write their own

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Priority System

  • 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

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Working Hours

  • Timezone → Must be IANA formatarrow-up-right (e.g. America/New_York)

  • Schedule → Define start/end times

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

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Ticket Panels

Panels are what users see when opening tickets.

  • You can create multiple (Panel1, Panel2...)

  • Each panel controls how ticket buttons/menus look

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Ticket Creation Templates

  • Defines the first message inside the ticket

  • Supports placeholders like {user}, {ticketType}, {claimer}, {questions}

  • You can also make ticket-type-specific templates (TicketType1, TicketType2)

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Ticket Types

Each type is its own config block.

  • 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

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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.

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Ticket Questions

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

Example:

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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

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Review System Questions

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

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Alerts

  • Reminds users before closure

  • Can send via DM (with fallback log if DM fails)

  • Also posts a warning inside the ticket

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Ticket Closure DM

  • Sends users a DM when their ticket closes

  • Includes summary and optional transcript

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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:

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Button Settings

  • Placeholder → The button text in closure DMs

  • ButtonEmoji → Emoji shown on the button

  • ButtonStyle → Button color (Primary=blue, Secondary=gray, etc.)

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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)

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Feedback Input

  • Optional text box where users can write suggestions or comments.

  • Choose Short (single line) or Paragraph (multi-line).

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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.

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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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