Tickets

You post a panel in a public channel. Each option on it is a button, and pressing one creates a private channel for that member with the staff role you chose for that option. Staff claim it, deal with it, and close it. Closing saves a transcript of the conversation.

Everything is built on the Tickets page in the dashboard, where your panels are listed on the right. A server can have several panels on Plus and Ultimate, each with its own channel, message and options. Each panel has Panel Settings, Panel Message, Categories and Post Panel.

1. 01Create a panel and name it. Under Panel Settings, pick the Channel it will be posted in. Under Ticket Manager Roles, pick the roles that should see every ticket from every panel, whichever option opened it. Save.
2. 02Under Panel Message, write the message members will see. Click a part of the preview to edit it.
3. 03Under Categories, add at least one option. Each one becomes a button.
4. 04Press Post Panel to Discord. The button stays disabled until a channel is set and one option exists.

Posting a panel again replaces its previous message, and changing the channel removes the old message. Add more panels for other channels or teams.

Button Label

The text on the button, with an optional emoji beside it.

Description

A line of explanation. It is never shown on the button; it is used to write the panel message for you, and only while you leave the embed description empty.

Routes to Category

The Discord category new ticket channels are created in. Required.

Move When Claimed

An optional second category the channel moves to once a staff member claims it.

Move When Closed

Where the channel goes when it closes. Leave it empty and the channel is deleted instead.

Staff Role

The role added to tickets opened through this option. Each option can have a different one.

Ticket Introduction Message

The first thing the member reads inside their ticket. Defaults to a line saying staff will be with them shortly.

Options can be dragged into the order you want them to appear in. Removing an option does not touch tickets already opened through it.

A member presses a button and gets a private reply with a link to their new channel. The channel is named ticket- and a four-digit number counting up per server, sits in the category you routed to, and is hidden from everyone except the member, the option's staff role and your ticket manager roles.

Inside, Unum posts the ticket number, the option name, who opened it and your introduction message, with two buttons.

Claim

Marks the ticket as yours. The channel moves to the claimed category if you set one, and the Claim button greys out.

Close

Asks you to confirm, saves the whole conversation as a transcript and then either moves the channel to the closed category or deletes it, depending on that option.

/ticket add user

Run inside a ticket to give one more member access to that channel.

/ticket remove user

Run inside a ticket to take a member back out. The member who opened the ticket cannot be removed.

Close asks you to confirm, saves the whole conversation as a transcript and then deletes the channel (or moves it to the closed category). The member who opened the ticket and ticket staff can close it. A ticket with more than 5,000 messages keeps its channel, since the transcript holds only the latest 5,000. Closing a ticket reads the conversation and saves it as a transcript against the ticket, with the ticket number, the option, who opened it, who claimed it, and the times it opened and closed. Each message keeps its author, timestamp, text and any attachment links.

Closed tickets are listed at the bottom of the Tickets page in the dashboard, each with a View transcript link. A transcript opens only for someone signed in with Discord who, in your server, holds that option’s staff role, a Ticket Manager role, or the Manage Channels permission. There is no public link to a transcript.

Pressing a button does nothing

Unum needs Manage Channels to create the ticket channel, and access to the category you routed to. A category that denies View Channel to Unum stops this at the first step.

The panel will not post

Check a channel is chosen under Panel Settings and at least one option exists. Unum also needs View Channel, Send Messages and Embed Links in that channel.

Staff cannot see new tickets

The option's staff role is the one added to the channel. If you changed it, tickets already open keep the role they were created with.

Only some options appear on the panel

More than five buttons will not fit in one row. Reduce the options or split them across panels.

Claim or Close does nothing

Both act on the channel you are in. They only work inside a ticket channel Unum still has a record of, and a ticket already closed answers that it is closed.

A member cannot open the dashboard page

Dashboard access needs the server owner, an Administrator, or the server's Bot Manager role, set under Settings, General.

If tickets work for most people but fail for one role or one category, it is almost always a channel override. See Permissions and role hierarchy.