Support Module

Tickets

A ticket is a private channel a member opens to talk to your staff, for support, reports, applications, and more. This guide starts from zero and gets your first ticket button live, then documents every setting.

Where to find it: run /config open the Category dropdown Support Tickets. If it's your first time, toggle the module on (the first option) before anything else.

The two things you must understand first

Tickets can feel confusing because there are two separate pieces. Get these straight and the rest is easy:

🎫 Panel

The recipe for one kind of ticket. It decides what happens when someone opens it: the channel name, who the staff are, what questions to ask, the welcome message, and so on. A panel by itself is invisible to members, it's just a saved template.

📥 Platform

The message members actually click. A platform is an embed you send to a channel with buttons or a dropdown on it. Each button/option is linked to a panel. This is the "front desk" your members see.

In one sentence

You build a panel (the behaviour), then build a platform (the button), link the panel to the platform, and send the platform to a channel. That order matters. You can't make a platform until at least one panel exists.

Your first ticket (step by step)

We'll build a simple Support ticket button. Follow these in order. Everything is done from the Tickets page inside /config.

Step 1, Create a panel

On the Tickets page, open the dropdown and choose Panels Add Panel.
Give it a short name id like support (letters, numbers, and dashes only). Leave the Subpanel checkbox unticked. Submit.
(Optional) Once you already have a panel, the same popup also offers Copy Settings: pick an existing panel and the new one starts with all of its settings, so you only change what's different.
Your panel now exists. Choose Panels Edit Panel and select support to open its settings.

Step 2, Give the panel a button look & staff

These two are the ones you really want to set. The rest have sensible defaults and can wait.

Display Layout: this is the label, emoji, and colour of the button/option members click. Set a label like Support and pick a colour. (Without this it just shows the panel id.)
Staff: pick the role(s) that should see and handle these tickets, and whether to ping them when one opens. Without staff, only admins and the ticket author can see the channel.
(Optional) Modals: add up to 5 questions the member fills in before the ticket opens (e.g. "Describe your issue"). Ticket Message sets the embed that greets them inside the new ticket.

Step 3, Create a platform

Go Back to the Tickets page, then choose Platforms Add Platform.
Give it a name like support-desk and submit. (If you skipped Step 1 you'll get "You must create a panel first": panels come before platforms.)
Choose Platforms Edit Platform and select support-desk.

Step 4, Give the platform a message and link the panel

Platform Message: build the embed members will see (title, description, colour). A platform must have an embed before it can be sent.
Linked Panels: select your support panel here. This is the step that connects the button to the behaviour. You also choose Buttons (best for 1-2 panels) or Dropdown Menu (cleaner for 3+).
(Optional) Use Preview Platform to see exactly what members will get before you post it.

Step 5, Send it to a channel

Choose Send (either from the platform's own menu or the Platforms menu), pick the platform, and pick the channel (e.g. #get-support).
The bot posts the embed with your button/dropdown. Members click it to open a ticket. 🎉
Changed a setting later? Use Sync to update the already-posted message in place, no need to delete and resend.

Sending fails if the platform has no embed message, no linked panels, or the bot lacks View Channel / Send Messages / Embed Links in the target channel. The bot tells you which one is missing.

Reference: main Tickets settings

These live on the top-level Tickets page and apply to the whole system.

Setting	What it does
Category	The category channels where new tickets are created (and an optional separate category for closed ones). Channel-based tickets only.
Base Permissions	The permissions everyone gets inside a ticket by default. `View Channel` is always granted; add more only if you want to override the server defaults.
Blacklisted Roles	Roles that are blocked from creating any ticket (up to 5).
Platforms	Manage the clickable messages (see the walkthrough above). Up to 5.
Panels	Manage the ticket templates. Up to 25.
Limit	Cap open tickets to one per panel or one per server, per user.
Commands	In-ticket text commands staff can run (e.g. a close/claim shortcut). Up to 15.
Command Permissions	Which roles may use the ticket slash commands (up to 5).
Thread	Switch the whole system to thread-based tickets instead of full channels. Some channel-only options (categories, per-ticket permissions) don't apply in thread mode.

Reference: panel settings

Open a standard panel via Panels Edit Panel. Available options:

Option	What it does
Panel ID	Rename the panel.
Channel Name	The name format for the created channel, e.g. `ticket-[count]` or `ticket-[username]`.
Display Layout	The label, description, emoji, and colour shown on the button/dropdown option members click.
Modals	Up to 5 questions (short/long text or choice) the member answers before the ticket opens. Each can be required, length-limited, and labelled.
Staff	The roles that can see and manage these tickets, whether to ping them on open, and (channel mode) their exact permissions.
Thread	Make this specific panel open as a private thread even if the rest are channels.
Transcript	Save a transcript of the ticket when it closes.
Ticket Message	The embed that greets the member inside the newly opened ticket, plus the buttons under it: Close Ticket, Close with Reason, Delete Ticket, Ping Staff, and Claim Ticket.
Ask Close	Ask the author to confirm before the ticket actually closes.
Control Panel	Add a staff control panel (close/claim buttons) inside the ticket.
AI Helper	Let an AI support agent answer the ticket author from support info you write (at least 500 characters). Leave it empty to turn it off. See AI helper below.
Blacklist	Roles blocked from using this specific panel.
Inactivity Timer	Auto-close or auto-delete a ticket after a period of no activity.
Disable Ticket	Temporarily stop this panel from opening tickets and show reply message(s) instead.
Ticketless Panel	Convert the panel so clicking it runs an action without opening a channel, see below.

Reference: platform settings

Open a platform via Platforms Edit Platform. Available options:

Option	What it does
Platform Name	Rename the platform.
Platform Message	The embed shown above the buttons/dropdown. Required before sending.
Placeholder	The greyed-out text inside a dropdown menu (dropdown layout only).
Linked Panels	Which panels appear on this platform, and whether to show them as buttons or a dropdown.
Swap Panels	Reorder the linked panels.
Preview Platform	See the message privately before sending.
Send	Post the platform to a channel.
Sync	Update an already-posted platform message with your latest changes.

Advanced: sub-panels & ticketless panels

Sub-panels (grouping)

A sub-panel doesn't open a ticket itself, clicking it opens a second menu of other panels. Use it to group related tickets under one button, e.g. a Reports sub-panel that then offers User Report and Bug Report. Tick the Subpanel checkbox when creating the panel, then set its message, display, and the panels it links to.

Ticketless panels (actions without a channel)

A ticketless panel runs an action when clicked but never creates a channel, great for one-click role requests or a quick form. Convert a normal panel with Ticketless Panel, then configure its modal, nickname change, roles to add/remove, reply message, and log output. Use Reset to turn it back into a normal panel.

Close with Reason

Add the Close with Reason button in Ticket Message. Clicking it asks for a reason first, then closes the ticket the way the panel is set up (control panel if enabled, otherwise delete). The reason shows in the close message and, when transcripts are on, in the author's DM and the transcript log.

AI helper

The AI helper replies to the ticket author while they wait for staff. It only knows what you tell it, so write the support info like a short handbook: what the server is, common problems and their fixes, rules, and when to hand over to a human.

Open the panel via Panels Edit Panel and choose AI Helper.
Paste your support info (minimum 500 characters) and submit. Submitting it empty turns the helper off for that panel.
When a ticket opens with modal answers, the AI replies to them right away. Without a form it waits for the author's first message.

Behaviour	Details
Who it answers	Only the ticket author. Staff messages are read as context, and the AI follows their lead instead of contradicting them.
Images	If the author attaches an image, the AI looks at it to help.
When it gives up	If the answer is not in your support info, or the author asks for a person, it says staff will be with them soon.
Turning it off per ticket	Staff can run `/ticket action` Toggle AI Helper inside a ticket to stop (or restart) the AI for just that ticket.

Good to know

The AI never promises refunds, rewards, or decisions your support info doesn't allow. Keep the info up to date and it gets better answers.

Troubleshooting

Problem	Fix
“You must create a panel first”	Platforms need at least one panel to link to. Make a panel before opening Platforms.
“There aren’t any linked ticket panels for this platform”	Open the platform, go to Linked Panels and select at least one panel.
“The platform ticket must have a message embed”	Set Platform Message before sending or syncing.
Button shows the panel id instead of a nice name	Set the panel’s Display Layout (label/emoji/colour).
Only the author can see the ticket	Set Staff roles on the panel so your team is added and can help.
Changed settings but the posted message looks old	Use Sync on the platform to update the existing message.
AI helper doesn’t reply	Check the panel has AI Helper info set, the message is from the ticket author, and the AI wasn’t turned off with /ticket action → Toggle AI Helper.
“The panel of this ticket has no AI helper set up”	Toggle AI Helper only works on tickets whose panel has AI Helper info. Set it on the panel first.

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