Ticket System

Overview

The ticket system is a complete support solution, offering:

  • Multiple ticket types

  • Role-based priorities

  • Working hours

  • Claiming & auto-alerts

  • Transcripts, closure messages & reviews

  • Detailed logging

Core Settings

General Setup

TicketSettings:
  Enabled: false
  LogsChannelID: "CHANNEL_ID"
  MaxTickets: 1
  DeletionTime: "3s"
  useSelectMenu: true
  overFlow: ["CATEGORY_ID", "CATEGORY_ID"]

  • Enabled → Master switch

  • LogsChannelID → Channel where all ticket events are logged (open, close, claim)

  • MaxTickets → Limit how many tickets a single user can have at once

  • DeletionTime → Delay before a ticket is fully deleted after closure

  • useSelectMenu → true = dropdown menus, false = buttons

  • overFlow → Backup categories if the main one reaches 50 channels

Delayed Response System

Warns users when many tickets are open.

  • TicketThreshold → When this many open tickets exist, the warning is shown

  • Embed → Fully customizable (placeholders like {openTickets} work)

Close Reasons

  • Adds preset closure reasons staff can pick

  • AllowCustomReason → lets staff write their own

Priority System

  • Levels → Low / Medium / High (add more if needed)

  • Roles → Who gets assigned this priority

  • Tag → Roles to ping when tickets open

  • MoveTop → Moves priority tickets to the top of the category

Working Hours

  • Timezone → Must be IANA format (https://gist.github.com/diogocapela/12c6617fc87607d11fd62d2a4f42b02a) (e.g. America/New_York)

  • Schedule → Define start/end times

  • allowOpenTickets → Allow tickets outside hours? If yes, a warning embed (WorkingEmbed) is shown.

Ticket Panels

Panels are what users see when opening tickets.

  • You can create multiple (Panel1, Panel2...)

  • Each panel controls how ticket buttons/menus look

Ticket Creation Templates

  • Defines the first message inside the ticket

  • Supports placeholders like {user}, {ticketType}, {claimer}, {questions}

  • You can also make ticket-type-specific templates (TicketType1, TicketType2)

Ticket Types

Each type is its own config block.

  • Panel → Which panel it belongs to

  • ChannelName → Use placeholders like {ticket-id}, {user}, {priority}

  • SupportRole → Who can access tickets

  • Claiming → Restrict tickets to one staff member

  • Button → Text, emoji, color, description

Questions with Select Options

Both the ticket and review systems support select menus in modals, allowing users to choose from preset options instead of typing. This ensures consistent data and a smoother user experience.

Ticket Questions

You can add questions to any ticket type. Questions can be text inputs or select menus.

Example:

Question Types

Text Input

  • Question → The question text

  • Placeholder → Example text

  • Style → "Short" (1 line) or "Paragraph" (multi-line)

  • Required → true/false

  • maxLength → Character limit

Select Menu

  • Type → "StringSelect"

  • Question → Text shown above dropdown

  • Description → Helper text (optional)

  • Placeholder → Text when no option is selected

  • Required → true/false

  • Options → List of choices

Each option includes:

  • Label → What users see

  • Value → Internal stored value

  • Description → Shown under label

  • Emoji → Optional icon

Review System Questions

The review system works similarly but is designed for rating support quality.

Alerts

  • Reminds users before closure

  • Can send via DM (with fallback log if DM fails)

  • Also posts a warning inside the ticket

Ticket Closure DM

  • Sends users a DM when their ticket closes

  • Includes summary and optional transcript

Reviews

The review system lets users rate their support experience after a ticket is closed. They’ll get a DM with a Leave a Review button, which opens a simple modal where they can rate different aspects of the support they received.

Button Settings

  • Placeholder → The button text in closure DMs

  • ButtonEmoji → Emoji shown on the button

  • ButtonStyle → Button color (Primary=blue, Secondary=gray, etc.)

Questions

  • You can add up to 4 questions (Discord’s modal limit).

  • Each question has:

    • ID → Unique name (used in logs/database)

    • Label → The question text

    • Description → Helper text shown under the label

    • Options → The ratings (with label, value, emoji)

Feedback Input

  • Optional text box where users can write suggestions or comments.

  • Choose Short (single line) or Paragraph (multi-line).

How it Works

1

Step

User closes a ticket → receives a DM with the Leave a Review button.

2

Step

Clicking opens a modal with rating questions (and optional feedback).

3

Step

Ratings + comments are saved.

4

Step

Review data is added to ticket logs, so you can track quality and performance.

Common Issues

Tickets not created

  • Check Enabled: true, valid CategoryID, and MaxTickets.

Support roles can’t see tickets

  • Bot role must be above support roles in hierarchy.

Working hours not working

  • Check timezone and 24h format.

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