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Ticket System

A complete support desk inside Discord, with categories, questions, claiming, transcripts and ratings.

System Slash Prefix % Aliases: %t 3s cooldown

Usage #

/ticket <subcommand>
<required> must be included[optional] can be left outDo not type the brackets

Permissions #

You need
Staff role for most subcommands
Ethvex needs
Manage Channels
Cooldown
3 seconds

Free and Pro #

Free

3 categories, 1 question each, transcripts

Pro

Unlimited categories, up to 5 questions each (Discord maximum), ratings and auto close

Compare plans

Setting it up #

Open the dashboard

Run /ticket config. You will see every setting with a Manage button next to it.

Add your staff roles

Under Support / Admin Roles, pick the roles that handle tickets. Support roles can work tickets, admin roles can also change settings.

Create categories

Add categories like General Help, Billing or Reports: 3 on Free, or as many as you like on Pro. Each one has its own name, emoji, description, questions and Discord category to open tickets in.

Pick your channels

Choose where ticket logs, transcripts and ratings should go.

Style the panel

Under Panel Style, set the title, description, colour, thumbnail, banner, dropdown text and footer.

Post the panel

Go to the channel where members should open tickets and run /ticket setup.

What members see #

A member picks a category from the dropdown, answers the questions for that category, and a private ticket channel is created for them and your staff. The first message shows their answers and buttons to Close or Claim the ticket.

Staff also get a Manage menu inside the ticket with these options:

OptionWhat it does
RequestPings the person who opened the ticket to come back.
PrioritySets the priority to Low, Medium, High or Urgent.
Manage MembersAdds or removes someone from the ticket.
Rename TicketChanges the channel name.
Mark as SolvedMarks the ticket as resolved, or back to unsolved.

All subcommands #

/ticket configAdmin

Open the interactive configuration dashboard.

/ticket setupAdmin

Post the ticket panel in this channel.

/ticket statsStaff

See open, closed and claimed counts plus the average rating.

/ticket close [reason]Staff or opener

Close the current ticket. The reason option is prefix only.

/ticket claimStaff

Claim the ticket so the team knows you are on it.

/ticket unclaimStaff

Release the ticket so someone else can take it.

/ticket add <user>Staff

Give another person access to this ticket.

/ticket remove <user>Staff

Remove someone from this ticket.

/ticket rename [name]Staff

Rename the ticket. Slash opens a form, prefix takes the name directly.

/ticket priority [level]Staff

Change priority. Prefix takes low, medium, high or urgent.

/ticket blacklist add <user>Staff

Stop someone from opening tickets.

/ticket blacklist remove <user>Staff

Let them open tickets again.

/ticket blacklist usersStaff

List everyone on the blacklist.

Dashboard settings #

Channel naming

Choose how ticket channels are named. The default is ticket-{username}-{ticketNumber}.

{username}

The opener's username

{displayname}

The opener's display name

{userId}

The opener's user ID

{ticketNumber}

The ticket number, padded like 0042

{category}

The category name

Limits

  • Max open tickets per member. The default is 1.
  • Cooldown in minutes before a member can open another ticket. 0 turns it off.
  • Auto close after a number of hours with no activity. 0 turns it off. This is a Pro feature.

Close behavior

When a ticket closes, Ethvex can either delete the channel or archive it by moving it into a closed category you choose.

Features

FeatureWhat it does
Ratings (Pro)After closing, the opener can rate the support from 1 to 5 stars and leave feedback.
TranscriptsSaves a transcript of the ticket and sends a copy to the opener.
Call SupportLets the opener ping your support team. Usable once every 4 hours per ticket.
Call OwnerLets the opener ping the server owner for serious issues.
Self CloseLets the opener close their own ticket.
Category QuestionsAsks the category questions before the ticket opens.
Pause without deleting

You can pause the panel from the dashboard. Members will not be able to open new tickets until you turn it back on.

When you use %ticket commands, replies that would normally be private are posted in the channel and delete themselves after 10 seconds.

Examples #

/ticket config
Opens the configuration dashboard.
/ticket setup
Posts the ticket panel in the current channel.
%t priority urgent
Marks the current ticket as urgent.
%t close Issue fixed, thanks!
Closes the ticket with a reason.