Tickets
Categories & the panel
Section titled “Categories & the panel”Create categories with /ticket-category add (staff role, Discord
category channel, welcome message, per-user open-ticket limit, and up to
5 questions asked via a form before the ticket is created), then post the
panel with /ticket-panel — one button per category. The number of
categories allowed scales with your license tier. Block a specific member
from opening tickets in a category with /ticket-category block (or the
Tickets dashboard page); unblock reverses it.
Priority
Section titled “Priority”On Pro and Unlimited, new tickets are auto-classified (Low/Medium/High/
Urgent) from the submitted answers using keyword lists you can customize
per level with /ticket-settings or the Tickets dashboard page (falls
back to a sensible default list if you haven’t set your own); Starter
tickets default to Low with no auto-detection. Staff can always override
manually with /ticket-priority regardless of tier. The ticket opener can
challenge an auto-detected priority they disagree with — this pings staff
for review rather than changing it directly.
Claiming & assignment
Section titled “Claiming & assignment”Staff claim a ticket via the Claim button (one primary owner) or get added
as helpers with /ticket-assign assign (multiple allowed). The opener is
DMed for claims, assignments, and unassignments.
Closing, transcripts & reviews
Section titled “Closing, transcripts & reviews”Closing (button or /ticket-close) always requires a reason, generates an
HTML transcript, and posts a download link to the transcript log channel,
the ticket channel, and the opener’s DMs. The closing summary also lists
total messages and every unique contributor. If a review channel is
configured, the opener is also prompted to rate their experience 1-5 with
an optional comment, posted publicly.
Canned Responses (Pro+)
Section titled “Canned Responses (Pro+)”Build a per-server library of reusable replies with /ticket-macro add,
then post one into the current ticket with /ticket-macro use <key> —
handy for anything staff type often (refund policy, next steps, closing
notes).
Inactivity handling
Section titled “Inactivity handling”Two-stage by default: after a configurable number of hours with no
activity, a warning pings the opener (in-channel and via DM) with an “I’m
still here” button; after a further configurable window with still no
activity, the ticket auto-closes. Staff can reset the timer manually with
/ticket-reset-timer, or fully exempt a ticket with
/ticket-inactivity-bypass.
Operating hours
Section titled “Operating hours”Optionally configure business hours (timezone, days, start/end hour); tickets opened outside that window get a heads-up message about delayed response times.
Transcript search
Section titled “Transcript search”The Tickets dashboard page includes a full-text search box over every closed ticket’s transcript — find a past conversation without remembering which ticket number it was. Available on every plan.