DocsTickets
Tickets
Open, claim, move, close and search tickets. What your staff use every day.
18 commands. Tap one to open it.
- Every plan
Open a new ticket from a panel, or open one on a member's behalf (staff).
Options
paneltextrequiredWhich ticket panel to open from
Suggested as you type: published panels in this server
categorytextrequiredCategory within that panel
Suggested as you type: categories of the chosen panel
open_formemberoptionalStaff only: open the ticket on behalf of this member
Who can use it
- Anyone in the server
Opening a ticket for yourself needs a published panel and no active block. Opening one for someone else needs Manage Server, or a staff role that can claim or close.
What happens
A confirmation only you can see, with a button that jumps to the new ticket.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 5 times a minute per person
Good to know
There is no limit on how many tickets a server can have, or on how many one member opens over time. The only limit is how many tickets one member can have open at the same time on one panel, which you set in the panel editor up to what the plan allows. Closing a ticket frees the slot right away.
When it says no
- You are blocked from opening tickets here
- The panel is not published
- You already have as many tickets open on this panel as one member is allowed at a time
- The category is full: Discord allows 50 channels in one category, and Premium can clone it automatically
- The bot cannot create channels in that category
- Every plan
Close the current ticket and generate a transcript.
Options
reasontextoptionalOptional close reason recorded on the transcript
Who can use it
- Inside a ticket
The person who opened the ticket can close it too, unless you turned that off in /ticket settings. Staff who can close, and anyone with Manage Server, always can.
What happens
A closing notice in the ticket, then the transcript is sent to the opener by DM and the channel is deleted.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 20 times a minute per person
When it says no
- You are not in a ticket
- The ticket is already closed
- Members are not allowed to close their own tickets here
- Every plan
Ask the opener whether the ticket can be closed, and close it on a timer if nobody answers.
Options
hoursnumberoptionalHow long the opener has to answer before it closes itself (1 to 168, default 24)
reasontextoptionalWhy you want to close it, shown to the opener (optional, max 500 characters)
Who can use it
- Staff who can close
- Inside a ticket
Same rule as /ticket close: staff who can close, or Manage Server. You can also send one from the ticket page on the dashboard (Ask to close). Only the person who opened the ticket can answer, in Discord.
What happens
The bot posts a Yes / No question in the ticket and DMs the opener a button that jumps to it. You get a private confirmation.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 5 times a minute per person
Good to know
A pending request ends in one of four ways, and only one can win: the opener accepts and the ticket closes normally, they deny it and it stays open, they send any new message and the request is cancelled because they clearly still need help, or the deadline passes and the ticket closes itself. While a request is pending the inactivity timer leaves the ticket alone, so one quiet person never gets two different messages about the same silence. Running it again replaces the pending request and moves the deadline, and the Accept and Deny buttons still work after the bot restarts. Free on every plan, and you can rewrite the message per panel.
When it says no
- You are not in a ticket
- The ticket is already closed
- The ticket belongs to a connected bot
- A web chat: the visitor never sees the Yes / No buttons, so it could only run out
- Hours must be between 1 and 168
- The bot could not post in the channel, so nothing was scheduled
- Every plan
Claim the ticket so your team knows you have it. Run it on your own ticket to release it, or on a colleague’s to take it over.
Who can use it
- Staff who can claim
- Inside a ticket
To release or take over a ticket someone else claimed, your highest staff role must be at least as high as theirs, or you need Manage Server. Only roles added in /staff roles count, in the order they have in Server Settings. The Unclaim button on the ticket only releases. Who keeps seeing a claimed ticket is set per role in /staff roles: every staff role that existed before 9 October 2026 keeps seeing them, and a role added later starts without it.
What happens
In a channel ticket, the channel goes where Claimed tickets go to in /ticket settings says: it stays in its category, moves to your own claimed category, or moves to the one category the server picked. While it is claimed, staff roles without See claimed tickets stop seeing the channel and get it back when the claim is released; you always keep it. In a thread ticket nothing moves and nobody loses access. Either way the buttons switch to Unclaim and a notice is posted in the ticket.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 5 times a minute per person
Good to know
One command, three meanings, decided by the ticket's state: an open ticket is claimed, your own claim is released, and a colleague's claim is taken over in one step (since 9 October 2026; before that the command released it and you had to claim again). The Unclaim button on the ticket still only releases. While claiming is turned off in /ticket settings the command only releases, so an old claim can still be cleared. Who keeps seeing a claimed ticket is the See claimed tickets staff permission, set per role in /staff roles: every role that existed before 9 October 2026 has it, so nothing changed for those servers, and a role added later starts without it.
When it says no
- You are not in a ticket
- Claiming is turned off in this server
- You cannot release it or take it over: the person who claimed it has a higher staff role
- The bot needs Manage Channels to move the ticket, or Manage Roles to change who sees it
- Every plan
Move this ticket to a different category on the same panel.
Options
category_nametextrequiredPick a destination category
Suggested as you type: categories of the current panel
Who can use it
- Staff who can move tickets
- Inside a ticket
You can also move a ticket from its page on the dashboard (Move, under Category).
What happens
A notice is posted in the ticket and the change shows in the audit log. The new category’s staff role gets the ticket and the old one stops seeing it (channel tickets only; roles that see every ticket, the opener and people you added keep it). The channel moves under the new category, except a ticket a claim moved, which waits for the release, and a thread, which cannot move. It is renamed only when your naming template uses the category name. If the new category starts its tickets at a higher priority, the ticket is raised to it and your private confirmation says so; the notice in the ticket does not mention priority. A transfer never lowers a priority.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 5 times a minute per person
Good to know
A ticket a claim moved stays in its claimed category until it is unclaimed, and the release then takes it to the new category. A claimed ticket that stayed where it was moves like an open one. A thread cannot move. The channel is renamed only when the naming template uses the category name and nobody renamed it by hand. A transfer can raise the ticket to the new category’s starting priority, never lower it.
When it says no
- That category is full (50 channels)
- The ticket is already in that category
- You are not in a ticket
- The ticket belongs to a connected bot
- Every plan
Reply in the ticket as "Staff", without showing your name.
Options
messagetextrequiredThe message to send to the ticket opener as "Staff" (max 1900 characters)
Who can use it
- Staff who can reply as Staff, or Manage Server
- Inside a ticket
Speaking as the server, with the author hidden from the opener and from the transcript, is its own permission since 8 September 2026. It used to ride on can_claim OR can_close.
What happens
You get a private confirmation and the bot posts your message in the ticket as "Staff: your text". The transcript shows it as Staff too, but the reply still counts as your work in the staff statistics. If the AI pauses when staff step in, it says a staff member joined without naming you.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 5 times a minute per person
When it says no
- You are not in a ticket
- The ticket is closed
- You are not staff here: it needs Manage Server, or a role that can claim or close
- The bot cannot send messages in this channel
- Every plan
See who is in this ticket, add someone, or remove them.
Who can use it
- Staff who can add people to tickets, or Manage Server
- Inside a ticket
What happens
A private card: the person who opened the ticket, then everyone your staff has added, each with a Remove button, and a picker to add somebody. Adding lets them read and write in the ticket, posts a notice that pings them, and DMs them a jump button. Removing takes the access away and DMs them that it is gone.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 5 times a minute per person
Good to know
There is no separate list of participants to keep in sync, which is why this can never be wrong: access IS the Discord state, so the card reads it back from the channel’s permissions, or the thread’s members in thread mode. The opener and the bot are left out because neither can be removed.
When it says no
- That person opened the ticket, so they already have access
- That is a bot
- The bot is missing Manage Roles in the ticket channel
- Every plan
DM the ticket opener a jump-back button (with an optional note).
Options
notetextoptionalOptional short message that appears in the DM
Who can use it
- Staff who work on tickets
- Inside a ticket
What happens
You get a private confirmation. The opener gets a DM with a jump button, or you are told their DMs are closed.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Once a minute per ticket
When it says no
- The opener has DMs turned off
- You are not in a ticket
- Every plan
Set how urgent this ticket is: Low, Normal, High or Urgent.
Options
levelpick onerequiredPriority level
Low, Normal, High, Urgent
Who can use it
- Staff who work on tickets
- Inside a ticket
What happens
A confirmation only you can see, with the new level. Nothing is posted in the ticket and the member is not told. Only staff can set a priority, but it is not hidden from the member: when the AI hands a ticket to your staff, its message in the ticket names the level, and in a channel ticket so does the channel topic. Neither is updated when someone changes the level later.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 5 times a minute per person
Good to know
Every ticket starts at its category’s level, which you pick per category in /panel or in the panel editor on the dashboard, and which is Normal until you change it. When the AI hands a ticket to your staff, it picks a level by what waiting would cost, from Low for a suggestion to Urgent for a raid or a scam in progress, and it follows any priority rules you taught it. It never goes below a category set to High or Urgent, and it never lowers a priority someone on your team set by hand. Moving a ticket with /ticket transfer raises it to the new category’s level when that is higher, and never lowers it. Free on every plan.
When it says no
- You are not in a ticket
- Every plan
Give this ticket a clearer name, for example urgent-payment-bug.
Options
nametextrequiredThe new name for this ticket (1 to 100 characters)
Who can use it
- Staff who work on tickets
- Inside a ticket
Staff who can claim or close, or Manage Server. There is no separate rename permission.
What happens
The channel or thread is renamed, a short notice is posted in the ticket, and you get a private confirmation. The new name shows on the dashboard and in the transcript too.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 5 times a minute per person
Good to know
Discord is renamed first and whatever name it settles on is what gets recorded, so the dashboard never shows a name the channel does not actually have. Discord allows about two renames per channel every 10 minutes; hitting that gives a "try again shortly" message rather than a hang, and the cooldown here is deliberately gentle so a typo can be fixed.
When it says no
- You are not in a ticket
- The ticket is closed
- You are not staff here
- The name has no usable characters, for example only emoji
- Renamed too recently: Discord allows about two renames every ten minutes
- The bot is missing Manage Channels
- Every plan
Turn server-wide ticket behaviours on or off: who can close, claiming and where claimed tickets go, closing when the opener leaves, transcripts, asking for feedback, cloning a full category, anti-DM protection, and unlimited tickets for staff.
Who can use it
- Manage Server
What happens
A private card with one line per setting: its name, whether it is on, a short hint, and a Turn on / Turn off button beside it. While claiming is on, a Claimed tickets go to line picks where a claimed ticket moves. Pressing a button changes that setting right away and the card updates. A setting your plan does not include shows an Upgrade link instead of its button.
Plan and limits
- Plan
- Works on every plan; the clone-category choice needs Premium.
- How often
- Up to 5 times a minute per person
Good to know
The per-member open-ticket limit is not here: it is per panel, set in the panel editor under Open tickets per member, and capped by your plan. Unlimited tickets for staff (off until you turn it on) lets members with a staff role or Manage Server open more tickets than that limit; a ticket staff open for a member still counts against the member. Claimed tickets go to: they stay in their category (the default for new servers), move to the claimer’s own claimed_ category, kept or removed when it is empty, or move to one category you pick. Thread tickets never move. Clone category when full needs Premium or above; every other setting is free on every plan. The dashboard has the same settings, under Settings, then Ticket rules.
When it says no
- You need Manage Server
- Every plan
Connect the AI to another ticket bot you already use, so it answers inside the tickets that bot opens, and manage the bots you have connected.
Options
botmemberoptionalOptional. A ticket bot to connect, if it is not connected yet, and open the settings of. Leave it empty to see every connected bot.
Who can use it
- Manage Server
What happens
A private card listing every connected bot and whether it works: working, cannot see its tickets, or modmail tickets seen. Open one to pick the role pinged when the AI hands a ticket to a person, choose categories whose channels are never tickets, or disconnect it. Name a bot when you run it to connect it straight away and open its settings. The card warns you if our bot is missing View Audit Log, which it needs to tell which bot created a channel.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 5 times a minute per person
Good to know
External tickets count toward your totals and use your AI settings and token budget, but they store no messages, no transcript and no staff activity, and closing stays with the other bot. A staff message pauses the AI there the same way it does anywhere else. Everyone in the ticket who is not the member counts as staff, whatever their roles: the ping role only decides who is pinged when the AI hands over. Modmail bots (the member writes to the bot in DMs and it posts their messages in a channel) are recognised by themselves, and the AI answers in that channel; the member only sees the answer if the modmail bot passes bot messages on. Whoever connected the bot gets a DM, once each: for the first channel picked up, with an Ignore this category button, for the first modmail ticket, and when our bot cannot see or write in that bot’s channels, with the exact permissions to grant. Up to 10 connected bots, and 25 ignored categories per bot. The dashboard has the same list, under Settings, then Other bots.
When it says no
- You need Manage Server
- That is not a bot
- You cannot connect the bot to itself
- You already have 10 connected bots
- The ping role has to be a normal role of this server
- A bot can have up to 25 ignored categories
- Every plan, more on paid
Server-wide ticket statistics for a chosen window.
Options
periodpick oneoptionalTime window (Free plans only see Last 7 days)
Today, Last 7 days, Last 30 days, Last year, All time
Default: last 7 days
paneltextoptionalRestrict stats to one panel
Suggested as you type: panel names
Who can use it
- Staff who can see stats, or Manage Server
Staff who can see stats, or Manage Server. Every member can see the command in Discord’s picker; it is refused when they run it.
What happens
A card only you can see: ticket counts, response times and the AI block on Premium and up. On Free the AI block is replaced by what Premium would add. An empty window shows an empty state, not a wall of zeros.
Plan and limits
- Plan
- Works on every plan; the limit depends on it. Free (the last 7 days only) / Premium+ (every window + AI metrics).
- How often
- Up to 10 times a minute per person
When it says no
- That period needs Premium
- You are not allowed to see stats
- Every plan
Search this server’s tickets by status, priority, opener, panel, source and more.
Options
periodpick oneoptionalTime window
Today, Last 7 days, Last 30 days, Last year, All time
Default: last 30 days
statuspick oneoptionalFilter by current status
Open, Claimed, Closed
prioritypick oneoptionalFilter by priority
Low, Normal, High, Urgent
paneltextoptionalFilter by panel name
Suggested as you type: panel names
usermemberoptionalTickets opened by this user
claimed_bymemberoptionalTickets claimed by this user
closed_bymemberoptionalTickets closed by this user
sourcepick oneoptionalWhere the ticket came from
Discord, Web chat, Another bot
aipick oneoptionalFilter by what the AI did on the ticket
AI replied, AI never replied, Closed without staff, Handed over to staff
has_transcriptpick oneoptionalOnly show tickets that have a saved transcript
Yes, No
texttextoptionalSearch text in the close reason
Who can use it
- Staff who work on tickets, or Manage Server
Staff who work on tickets, or Manage Server. Results are private to you and last ten minutes.
What happens
A page of results with a dropdown to open one ticket. Each row shows the channel name, status, priority, panel, opener and age; web chats and connected-bot tickets are marked. Opening a ticket shows more, including a pending close request and whether auto-close is paused.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 10 times a minute per person
Good to know
Every status, priority and source reads as a word in your server's language. The panel filter is capped by your plan: a panel hidden by a downgrade is not offered and is not accepted if you type it, and it answers exactly like a panel that does not exist. Tickets that came from a hidden panel still show in unfiltered results, because history is never hidden. An anonymous web chat has no Discord opener, so it reads as “Website visitor”.
When it says no
- You are not staff here
- No panel with that name
- Every plan
See the tickets you opened yourself, and open their transcripts.
Who can use it
- Anyone in the server
No permission needed. It only ever shows tickets you opened yourself.
What happens
A private list, one row per ticket with its name, status and date. Pick one to see more: a button to the ticket while it is open, and a button to the transcript once it has one.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 5 times a minute per person
Good to know
The only ticket command that works in a DM, and the only one anyone can run. Inside a server it lists your tickets there; in a DM with the bot it lists your tickets across every server. It shows what you already lived through: which server, the channel name, the panel and category you picked, when it opened and closed, and the transcript. It deliberately does not show who claimed or closed it, the staff close reason, or the priority, because those are staff notes and a server may be running anonymous staff replies. A transcript that has aged out says so instead of linking to a dead page.
- Every plan
Browse the star ratings members left when their tickets closed.
Options
ratingpick oneoptionalOnly show ratings with this many stars
⭐ 1 star, ⭐⭐ 2 stars, ⭐⭐⭐ 3 stars, ⭐⭐⭐⭐ 4 stars, ⭐⭐⭐⭐⭐ 5 stars
Who can use it
- Staff who can see stats, or Manage Server
Staff who can see stats, or Manage Server. Feedback can be candid, so it is worth thinking about who holds that. Members can always leave a rating, on every plan.
What happens
A private list, five per page, with the total and the average at the top. Each entry shows the stars, the ticket, who opened it, their note and the date.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 10 times a minute per person
- Premium and up
See what happens when this ticket goes quiet, and pause or resume it.
Who can use it
- Inside a ticket
Anyone in the ticket can read it. Pausing and resuming need the Close tickets permission, or Manage Server. A pause stops the reminders, the staff pings and the auto-close for this one ticket.
What happens
A private card: who the ticket is waiting on, the member or staff, the next thing the bot will do and when (a reminder DM, a closing warning, a staff ping or a follow-up), when it closes or that it will not close on its own, and how fast this member usually answers. One button pauses or resumes. Pausing asks for an optional reason, which the notice in the ticket and the audit log both carry, and resuming starts the quiet time again from zero. A panel with no auto-close, no reminders and no staff pings says so instead of offering a button that does nothing.
Plan and limits
- Plan
- Needs Premium, Pro or Enterprise. Your first published panel starts 14 days of Premium free.
- How often
- Up to 10 times a minute per person
Good to know
Replaced /ticket inactivity pause|resume|status on 8 September 2026: status was read-only and the other two were one toggle, so an admin read the timer on one screen and then left it to change anything. Since 16 September 2026 (smart inactivity v2) the card asks the engine itself what it will do, so a ticket waiting on staff no longer shows a close time that never comes. Works in web chat mirror threads too.
When it says no
- You are not in a ticket
- You are not allowed to pause or resume it
- Every plan
Turn the AI on or off for this ticket.
Who can use it
- Staff who work on tickets
- Inside a ticket
What happens
A private card with the current state and one button to flip it. When the AI is off it says why, which is the useful half: a staff member replying and the server running out of AI credit are different situations and only one is worth undoing. Flipping it posts the usual notice in the ticket.
Plan and limits
- Plan
- Works on every plan, Free included.
- How often
- Up to 5 times a minute per person
Good to know
Replaced /ticket ai enable|disable on 8 September 2026: one toggle asked as two commands, half of which could only answer that it already was. Since 3 October 2026 it also registers a ticket that a connected ticket bot (/ticket connect) opened before it was connected. Run in such a channel, the card names the bot that opened it and the member it was opened for, and a Register button adds the ticket so the AI answers that member's next message, with the earlier messages as background. Nothing else in the channel changes: messages, permissions and the other bot's close flow stay as they are. A channel is only accepted when it is private, a connected bot opened it (the server audit log, or that bot's welcome as the first message right after the channel was created), and at least one member has personal access to it. The member is chosen from those members only.
When it says no
- You are not in a ticket
- The ticket is closed