Setup

Thanks for choosing Tickets as your support solution! In this guide we'll teach you how to get up and running in no time at all.

If you need any assistance in the process, feel free to join our Discord server and open a ticket to talk to our own support staff.

You'll need to start by inviting Tickets to your server: you can learn how to do that by clicking here

If you've already invited the bot to your server, feel free to jump ahead and start configuring it: you can view our guide on there by clicking here

Inviting the bot

To get started with adding Tickets to your server, visit invite.ticketsbot.net: you'll be redirected to Discord automatically.

You'll first be asked to select the server you want to add Tickets to. Note, you must have the Manage Server permission in this server in order to add bots:

Select server

Upon pressing continue, you'll be presented with a list of permissions Tickets is asking for. It is important that you allow the bot all of these permissions to ensure successful operation. However, you are able to remove the Administrator permission if you so wish, but please make sure you do not have any deny permission overrides applied to roles the bot has (including @everyone) on your channel categories. Click Authorize to proceed.

Authorize permissions

Discord will then present you with a screen telling you've authorised the bot: it's now in your server! Let's start configuring the bot: Bot Configuration

Bot Configuration

Let's start getting the bot ready for use in your server!

Tickets was a very early adopter of slash commands, meaning that you can simply hit / in your Discord client to have commands auto-completed with the correct arguments:

Slash commands

If you're not the owner of the server, now would be a good time to get the owner to designate you as an admin. You can do this by asking the owner to run /addadmin @YourUsername in a channel the bot can see. If successful, Tickets will show you a ✅.

We've created a few different ways in which you can configure the bot:

  • [Recommended] Via the web dashboard
  • Via /setup
    • Easy setup mode
    • Auto setup
    • Individual settings

We recommend using the web dashboard configure the bot as it is easier and more settings are available, including reaction panels. Click here to view our guide on using the dashboard to configure the bot.

If you'd prefer to stick to configuring the bot via commands in Discord, there are a few different methods in which you can do it:

  • t!setup ez will ask you a series of questions, to which your responses will be used to configure the bot.
  • /setup auto will automatically create roles, channels and everything else you need (excluding reaction panels) without any interaction required from you. This is okay for simple usecases, but you'll likely want to configure the options yourself
  • Individual settings: Run commands such as /setup prefix and /setup welcomemessage to change individual settings one by one.

We have guides on each of the available methods:

Bot Configuration: Web Dashboard

Firstly, head over to the dashboard at panel.ticketsbot.net. You'll be asked to login with Discord - simply click Authorize and you'll be taken back to the dashboard.

Login

A list of servers which you are an administrator in (/addadmin) and the bot has been invited to should show up. Simply click on the server you want to configure. If the server does not show up, ensure that you are either the owner of the server or have been added as an administrator by the owner using /addadmin @YourUsername and log out and log back into the dashboard.

Server list

You'll be taken to the settings page as follows:

Settings page

You'll first want to pay attention to the main Settings card. You can edit the following settings here:

Prefix

This is the set of characters that comes before a command when not using slash commands, i.e. if you set the prefix to t!, you will run commands using t!new, t!help, etc. Do not include the command here.

Ticket Limit

This is the amount of tickets that a single user can have open at a single time. We usually recommend setting this to 1, but the default is 5.

For example, if you set this value to 1, a user will be able to open and close tickets an infinite amount of times, but only have a single ticket open at once. This value does not affect the total amount of tickets that can be opened at once in a server.

We do not impose any limits on the amount of tickets that a server can have open at once. However, please note that Discord only permits a total of 500 channels to exist in a server at once, and 50 channels to exist at once in a category. This means that you can move tickets to a new category if one gets filled, however you are limited to 500 channels overall by Discord.

Ping @everyone On Ticket Open

This option specifies whether Tickets will ping @everyone when a ticket is opened using /new. This does not affect tickets created using reaction panels, as they have their own, more in depth settings.

Note: This option may be removed in the future.

Allow Users To Close Tickets

This option specifies whether users are allowed to close their own tickets. If unchecked, only your support staff & administrators will be able to close them.

Ticket Close Confirmation

This option specifies whether Tickets will send a confirmation message when closing a ticket via the 🔒 reaction. If checked, Tickets will send the following message after reacting:

Ticket close confirmation

Simply click the ✅ reaction to confirm you want to close the ticket.

Close confirmation does not apply to tickets closed using /close.

Welcome Message

The welcome message is the message displayed in the Ticket as soon as the user opens it:

Welcome message

Note, the message must be at most 1024 characters due to Discord limitations.

You may make use of placeholders in your welcome message. You can view a list of placeholders here.

The title of the embed will either be based off of the subject provided by the user when using /new [Subject], or the title of the reaction panel if used. We are unable to get a subject from the user when using reaction panels currently, however, this will be possible in a future update of Discord.

Archive Channel

When Tickets are closed, a transcript will automatically be recorded, encrypted and stored in cloud based object storage, with no user interaction required.

A message similar to the one following will also be sent to your archive channel to notify you the ticket was closed and provide you with a link to the dashboard to view the archive:

Archive message

This message will also be sent via direct messages to the user who opened the ticket. It is not possible to disable this functionality since we believe it is important for transparency purposes that users are also able to access the transcripts.

If you have privacy concerns, please join our support server to enquire. Unfortunately we unable to answer any questions regarding your user data off-platform in order to verify your identity.

Channel Category

Designates the channel category that tickets will be created under. If you are unsure what a channel category is, Discord has a guide explaining them available here.

Your tickets will be grouped together under the category as follows:

Tickets

Naming Scheme

Defines how the ticket channels should be named. Currently, the 2 options are by ticket ID (#ticket-1) or by username (#ticket-name). However, custom naming schemes will be implemented in the future

Submission

Once you are satisfied with your settings, press the Submit button to save them. An example follows:

Settings

We now have the basic configuration completed!

You may wish to configure the following options next:

Bot Configuration: Ez mode

Tickets provides an easy setup mode in which you will be asked a series of questions, your responses to which will be used to configure the bot.

To run the easy setup mode, first ensure that you are either the owner of the server, or the owner has designated you as an administrator using /addadmin @YourUsername. Next, simply execute t!setup ez in a channel the bot can see.

For definitions and explanations of settings, please refer to the dashboard guide

Answering the questions

You'll first be asked to specify a prefix for the bot to use:

Prefix

Simply respond with the prefix you want the bot to use (when not using slash commands). For example, responding with t! would mean that you execute commands using t!new, t!help, etc. Ensure you do not include the command in the prefix.

A definition is provided in the bot's message, or is also available in the dashboard guide.

You'll next be asked to provide the:

Your responses will be deleted after providing them (don't worry, this means they've been recorded) and the bot will move onto the next stage.

You can cancel the process using /cancel.

Once complete, the bot will send the following message:

Ez complete

Additional settings are available on the dashboard, such as reaction panels. It is advised that you read these guides next.

Bot Configuration: Auto mode

Tickets provides an option to automatically create a basic configuration for you. This isn't recommended since the settings are unlikely to be to your preference, and a reaction panel is not automatically created. For information on create reaction panels, see our guide here.

To run the automatic setup mode, first ensure that you are either the owner of the server, or the owner has designated you as an administrator using /addadmin @YourUsername. Next, simply execute /setup auto in a channel the bot can see.

It will update you as the process progresses:

Auto setup

Simply assign your support staff the new Tickets Support role and your administrators the Tickets Admin role and you're finished!

You'll probably want to create a reaction panel or tweak settings on the web dashboard, however.

Bot Configuration: Individual settings

You can also tweak individual settings by using a single command. Note, not all settings are available via command, some are only accessible on the dashboard, such as reaction panels.

To run the setup, first ensure that you are either the owner of the server, or the owner has designated you as an administrator using /addadmin @YourUsername.

For definitions and explanations of settings, please refer to the dashboard guide

Firstly, run /setup with no arguments (or view the context menu) to view which commands are available. The bot will give you a response as follows:

Setup command

We highly recommend you use slash commands rather than t! commands for this process, as they'll ensure you provide the correct parameters.

Prefix

An explanation of prefixes is available here. The command /setup prefix is used to configure the prefix.

For example, to change the prefix to -, run /setup prefix -

Ticket Limit

An explanation of ticket limits is available here. The command /setup limit is used to configure the ticket limit.

For example, to change the ticket limit to 1, run /setup limit 1

Welcome Message

An explanation of welcome messages is available here. The command /setup welcomemessage is used to configure the welcome message.

For example, to change the welcome message to Hello, thank you for contacting support, run /setup welcomemessage Hello, thank you for contacting support

You may make use of placeholders in your welcome message. You can view a list of placeholders here.

Transcripts

An explanation of transcript channels / archive channels is available here. The command /setup transcripts is used to configure the transcript channel.

For example, to change the transcript channel to #logs, run /setup transcripts #logs

Please note, the channel must already exist.

Category

An explanation of channel categories is available here. The command /setup category is used to configure the channel category.

For example, to change the channel category to Tickets, run /setup category Tickets

Please note, the channel category must already exist.

Additional Settings

Additional settings are available on the dashboard, such as reaction panels. It is advised that you read these guides next.

Reaction Panels

Reaction panels are embeds that users can react to in order to open a ticket with a single click:

Panel example

Creating A Panel

In order to create a reaction panel, you'll need to head over to the web dashboard and select your server. If you're unfamiliar with how to do that, read our guide on the web dashboard here.

Once on your server's main settings page, select Reaction Panels in the top navigation bar:

Navbar

You'll be taken to the reaction panel configuration page which looks as follows:

Reaction panel page

You'll want to focus on the left hand side of the screen: on the right hand side are settings for combining different panels into a single message.

Draw your attention to the Create A Panel card. You'll configure the panel's appearance here:

Panel card

Panel Title

The panel title is the bold text at the top of the embed. The panel title must be at most 255 characters in length. By default, we set the value to Open a ticket!

Panel Content

The panel content is the text in the long description of the embed. It must be at most 1024 characters in length. We recommend providing a general overview of how your support system works, such as which languages you have support agents fluent in.

Panel Colour

This is the colour on the left side of the embed. When clicked, a colour picker will open as shown below:

Colour picker

Panel Channel

This is the channel that the reaction panel will be sent in for users to react to. Therefore, this channel should be accessible to your users, and be the only message in the channel to avoid confusion.

This should not be the same as your archive / transcript channel.

Ticket Channel Category

This is the channel category that the ticket channel will be created under. If you are unsure what a channel category is, Discord has a guide explaining them available here.

Reaction panels use different channel categories to the one you configured on the main settings tab to allow for distinction when using multiple reaction panels.

Reaction Emote

This is the emoji that users will click in order to open a ticket. You can either paste the emoji directly into the box, for example, 📩, or use the Discord name, for example, envelope_with_arrow (colons are optional).

Custom emojis are not supported at this time, however, they will be in the future.

Advanced Settings

Upon clicking Expand advanced settings, you'll have 2 extra fields displayed to you:

  • Welcome message
  • Mention on open

Welcome Message

You may override the server's welcome message on a per-panel basis using this field. If left blank, the welcome message from the main settings page will be used.

You may make use of placeholders in your welcome message. You can view a list of placeholders here.

Mention On Open

You may specify a list of roles and users to mention after the ticket is opened via the dropdown. Note that the message mentioning you will be deleted instantly, however the mention will still persist until you open the channel. Ensure that you have at least one of the roles that you specified and don't have your mentions muted in the server.

Completion

Once you have configured the reaction panel to your liking, click Submit and the panel will be created in your server. You should be shown a success message in the bottom right hand corner of your screen if successful, or an appropriate error message if you made a mistake:

Success

If you leave any fields blank, the default values will be used.

Editing

If you wish to update a reaction panel at a later date, simply click the edit button in the list of panels and the editing modal will be opened: Panel edit

You can also delete a panel by clicking the delete button, or deleting the message in Discord.

Limitations

  • Currently, users cannot be prompted for a subject after reacting. This will change in the future as Discord adds more interaction types, such as buttons and prompts.

Feedback

Tickets allows your users to provide feedback on the support they received: Example screenshot

Enabling Feedback

In order for users to be asked to rate your service, you must first enable feedback on the web dashboard.

Select your server and open the settings page: Enable feedback

Check the Enable User Feedback box and press submit. Next time a user closes a ticket, they will be asked for feedback.

Viewing Feedback

There are several ways to view feedback:

/stats

If you are a premium subscriber, you can view your feedback statistics with /stats server: /stats server

Placeholders

You can include the following placeholders in your welcome message to display your feedback rating to users:

  • %average_rating%
  • %rating_count%

You can view more placeholders by clicking here.

Per User

If you are a premium subscriber, you can use /stats user to view the average rating on tickets claimed by a specific user: /stats user

Viewing Individual Ticket Ratings

You can view the ratings of individual tickets by navigating to the transcripts page on the dashboard. Next to each ticket, the rating given by the user will be shown: Individual ratings

Dashboard

More dashboard options will be implemented when Discord adds forms & prompts.

Welcome Message Placeholders

You may use the following placeholders in welcome messages:

PlaceholderDescription
%user%Mentions the user
%username%Display the user's name
%ticket_id%Display the ticket's numeric ID
%open_tickets%Display the number of open tickets in the server
%total_tickets%Display the number of tickets that have ever been opened in the server
%user_open_tickets%Display the number of tickets that the user currently has open in the server
%ticket_limit%Display the server's ticket limit
%channel%Mention the channel
%rating_count%Amount of feedback ratings you have received
%average_rating%Your average feedback rating