Discord Ticket Templates: Copy and Paste Text for Every Step

Most ticket setups fail on the words, not the settings. A panel that says "Click below" with no options explained, a welcome that promises a person when the AI answers first, a staff member typing the same "can you send a screenshot?" for the fortieth time. Each template here is short on purpose, because it is read on a phone by someone who already has a problem.

Where does each Discord ticket template go?

Short answer: each one has its own place and its own limit. Here is the map for AI Ticket Bot, so you know where to paste before you start.

In the bot's messages, such as the welcome and the closing DM, placeholders are checked when you save. A brace that never closes or a placeholder that belongs to another message is refused with the reason, so a typo can never stop a ticket from opening. Saved replies are not checked, so test each one once.

Ticket panel text template

The panel is the post members click to open a ticket. It has no placeholders: everyone sees the same post, so write it plainly.

Goes in: the panel editor's Look and text section, or /panel in Discord.

Title:

Need help? Open a ticket

Text:

Pick the option that fits below and a private ticket opens just for you. Only you and our team can see it.

Before you open one:
- Check the FAQ channel, your answer may already be there
- One ticket per problem, please
- Our team will never DM you first. If someone does, report it in a ticket.

Menu hint, the grey text in the dropdown before anyone picks:

Choose what you need help with

Colour, banner and button style are design choices, covered in ticket panel design.

Ticket category names and descriptions

Five categories cover most servers, and five is exactly what the Free plan allows per panel. Put the emoji in the category's emoji field, not in the name.

Goes in: the panel editor's Categories section. The description shows under the name in the dropdown.

General help
Questions about the server, roles or anything else

Billing and purchases
Payments, refunds and items you bought that did not arrive

Report a member
Rule breaks, scams or harassment, handled privately

Bug report
Something broken? Tell us what happened and how to repeat it

Partnerships
Collabs, sponsorships and partner requests

Each category can have its own staff role, so a report only reaches moderators. Ticket categories covers how to split them.

Ticket welcome message template

The welcome is the first post in every new ticket. It accepts three placeholders: {user_mention} (the member), {number} (the ticket number) and {ticket_channel_name}. A mention cannot go in the title, because Discord shows it as raw text there.

Goes in: the panel editor's Bot messages card, Ticket opened. One welcome covers every category on the panel.

Title:

Ticket #{number} is open

Text, for a panel with the AI on:

Hi {user_mention}, thanks for reaching out.

Our assistant replies first, usually in seconds. If it cannot help, a member of the team takes over right here.

To speed things up, tell us:
- What happened
- What you expected to happen
- A screenshot, if you have one

Our team will never DM you first. Anyone who does is not us.

For a panel where only staff answer, swap the second paragraph for this:

A member of the team will answer here as soon as they can. You do not need to ping anyone.

Keep {user_mention} in the line above the box, which is the default: it is what pings the member into their new ticket. Why each line is there is in the welcome message guide.

Ticket form questions per category

A form asks a few questions before the ticket opens, so the first message is already an answer. Each category gets up to five, each question up to 45 characters. A short answer holds 100 characters, a long one 1,000.

Goes in: the panel editor's Categories section, open a category, then its Questions tab. Forms are on paid plans; on Free, tickets open with no form.

Leave General help without a form. A member with a vague question should not have to fill one in. Two or three questions beat five, and ticket form questions explains what to spend them on.

Staff saved replies for tickets

Saved replies are the messages staff send every day, sent with one command. They accept exactly three placeholders: {user_mention}, {ticket_number} and {staff_mention}. If a staff member hides their name when sending, {staff_mention} shows as "Staff", so the replies below read well either way.

Goes in: /qr manage in Discord, or the quick replies list in the dashboard's Settings. Send one with /qr use. Free holds five, so these four fit.

Name first-reply:

Hi {user_mention}, {staff_mention} here from the team. I've got your ticket and I'm reading through it now. I'll reply here shortly.

Name need-more-info:

Thanks, {user_mention}. To sort this out I need a little more from you:
- [what you need, for example your order ID]
- A screenshot of what you see, if you can

Reply here when you have it and I'll pick it straight back up.

Name escalating:

Thanks for your patience. Ticket #{ticket_number} needs someone from [the billing team], so I'm passing it to them now. You don't need to repeat anything: they can read this whole conversation and will reply right here.

Send it, then run /ticket transfer to move the ticket to that team's category. The member stays in the same ticket, as ticket transfer explains.

Name closing:

Glad that's sorted, {user_mention}. I'll close this ticket now. If anything else comes up, open a new one from the panel any time.

Note that the welcome uses {number} and saved replies use {ticket_number}. Same number, different name. A saved reply is not checked on save, so a wrong placeholder reaches the member as raw text: send each one once in a test ticket. A saved reply is also a staff message, so the AI steps back once one is sent. Saved replies covers naming and the rest.

Close request and closing message templates

A close request asks the member if the ticket can close, with Yes and No buttons. The reason you type shows in its own line on that post, up to 500 characters, and becomes the close reason if they press Yes.

Goes in: the reason option of /ticket close-request. The hours option sets the deadline, 24 by default.

Looks like this is solved: [your role is back]. If you still need help, press No and tell us what's left.

The question itself can be reworded in Bot messages, under Can we close this? It accepts {staff_mention}, {user_mention}, {hours}, {reason}, {server_name} and {ticket_channel_name}.

{staff_mention} thinks this one is solved. Press Yes to close it, or No if you still need help. If we don't hear back, it closes by itself in {hours} hours.

The closing message is the DM a member gets when the ticket closes. It accepts {server_name}, {ticket_channel_name} and {closer_mention}.

Goes in: the panel editor's Bot messages card, Ticket closed.

Title:

Your ticket is closed

Text:

Thanks for reaching out to **{server_name}**. Your ticket **#{ticket_channel_name}** is now closed. If you need anything else, open a new ticket from the panel any time.

Do not blank both the title and the text. The DM then drops the ticket's details, including the close reason. The close request guide has the rest of that flow.

Where these templates stop

The honest list.

If your server runs in two languages, the plain fix is one panel per language, each with its own welcome in that language.