Tickets & Support
Organize support requests with panels, categories, team roles and traceable closures.
Create a ticket panel
Prepare a public panel and publish it in the right channel.
Prepare panel
- 1
Open the Tickets module in the dashboard.
- 2
Create a panel and give it a clear name.
- 3
Select the text channel in which you want the panel to appear.
- 4
Set the title, description, and caption of the button.
- 5
Add categories, for example “General Question” or “Technical Support”.
- 6
Save the panel and publish it to the selected channel.
Access and visibility
Ticket channels are visible to the creator, support team, and roles granted access by the Discord channel rights. Set the support roles in the panel or categories and check the Discord channel permissions.
Plan categories and questions sensibly
Pre-sort inquiries, use fields specifically and reduce unnecessary queries.
Define categories
Each category can have its own name, description, emoji, prefix, target channel directory and relevant support roles. Categories should tell members immediately which request belongs there.
- Keep the selection short and distinct.
- Only use questions per category that will help the team work on them.
- Use required fields sparingly so members can complete the form.
Formulate questions
Questions have a label, a placeholder and optionally a mandatory information. A multi-line field is suitable for longer descriptions. Check the questions from a member's perspective: Is it clear what is expected?
Process and close tickets
Keep an eye on responsibilities, history and transcripts.
Work in the support team
Determine which team roles tickets take on. Use clear internal agreements so that several helpers do not process the same request at the same time.
- Reply in the ticket channel to keep the story together.
- Use Claims if the panel offers this button.
- Before closing, check whether the question has been resolved or submitted to the correct location.
Conclusion and transcript
In the ticket settings you can specify an event log channel and a transcript channel. A transcript can also be sent to the ticket creator via direct message.