Learn how to use
TicketBot
Everything you need to know as a user, staff member, or server admin. Find out how to open tickets, manage support requests, and get the most out of every feature.
Introduction
TicketBot is a Discord ticket system that lets server members open private support channels directly inside your Discord server. Whether you need help, want to report something, or just need to talk to staff — tickets keep everything organized and private.
This guide covers how to use every part of TicketBot, from opening your first ticket to managing a full support team.
How Tickets Work
When you open a ticket, TicketBot creates a private text channel that only you and the support staff can see. You can chat normally inside it, share files, and get help. Once the issue is resolved, the ticket is closed and a transcript is saved.
Private Channels
Only you and staff can see your ticket — no one else in the server.
Categories
Choose what your ticket is about so it goes to the right team.
Transcripts
A full HTML log of your conversation is saved when the ticket closes.
Ratings
Rate your support experience after the ticket is closed.
Opening a Ticket 👤 Users
Tickets are opened by clicking a button in a special ticket panel channel (usually named something like #open-a-ticket or #support).
Find the ticket panel
Go to the channel your server has set up for support. You'll see an embed message with a button.
Click "Open Ticket"
Press the button. If there are categories, a dropdown will appear — pick the one that best describes your issue.
Go to your ticket channel
TicketBot will create a private channel for you. A link will appear — click it to jump straight in.
Describe your issue
Write your message. Be as detailed as possible so staff can help you faster. You can attach images and files too.
Tip: Each server may only let you have one open ticket at a time. Make sure to close your current ticket before opening a new one.
Inside Your Ticket 👤 Users
Once inside your ticket channel, you can chat normally with the support staff. Here's what you can do:
- Send messages, images, and file attachments
- Tag staff members if needed
- View the full conversation history
You can also add another user to your ticket if needed using /add @user (if your server allows it).
Note: Staff members are notified when you open a ticket. Please be patient and avoid spamming messages.
Rating Support 👤 Users
After a ticket is closed, TicketBot will send you a DM asking you to rate your support experience from 1 to 5 stars. This helps server admins keep track of staff performance.
Ratings are completely optional — you can ignore the DM if you prefer. Your rating is only visible to server admins and staff, not other members.
Make sure your DMs are open from server members, otherwise TicketBot won't be able to send you the rating request.
Staff Overview 🛡️ Staff
As a staff member, you'll be pinged when a new ticket is opened (depending on your server setup). You can see all open tickets you have access to and interact with them like any channel.
Staff have access to additional slash commands inside ticket channels that regular users don't:
Claim Tickets
Take ownership of a ticket so your team knows who's handling it.
Set Priority
Mark tickets as Low, Normal, High, or Urgent.
Add Notes
Leave private staff notes visible only to other staff.
Close Tickets
Close a ticket when the issue is resolved.
Claim & Assign 🛡️ Staff
Use /claim inside a ticket to assign it to yourself. This tells other staff members that you're handling it, preventing duplicate responses.
Run /claim again to unclaim the ticket if you need someone else to take over.
Best practice: Always claim a ticket before responding so your team doesn't accidentally send duplicate replies.
Priority Levels 🛡️ Staff
Use /priority to set how urgent a ticket is. Priority levels help your team triage and respond to the most critical issues first.
Low
Non-urgent, can waitNormal
Standard priorityHigh
Needs prompt attentionUrgent
Immediate response neededStaff Notes 🛡️ Staff
Staff notes let you leave internal messages inside a ticket that are only visible to other staff — the ticket creator cannot see them. Use this for internal coordination, flagging issues, or leaving context for other team members.
Use /note [message] inside any ticket channel to add a note.
Notes are also saved in transcripts and visible in the web dashboard.
Transcripts 🛡️ Staff
When a ticket is closed, TicketBot automatically generates a full HTML transcript of the entire conversation — including staff notes — and sends it to the server's configured log channel.
You can also generate a transcript manually at any time using /transcript inside an open ticket. Transcripts are also accessible from the web dashboard.
All transcripts are stored in the dashboard under each ticket's history, accessible by admins.
Closing Tickets 🛡️ Staff
Use /close to close the current ticket. You can optionally add a reason: /close Issue resolved.
When closed:
- The ticket channel is deleted
- An HTML transcript is sent to the log channel
- The ticket creator receives a DM with a rating request
- The ticket is archived in the web dashboard
Heads up: Closing a ticket is permanent. The channel is deleted but the transcript is always saved.
Panels & Categories ⚙️ Admin
A panel is the embed message with the button that users click to open tickets. You can have multiple panels for different departments (e.g. General Support, Reports, Applications).
Create a panel
Use /ticket-setup in the channel where you want the panel to appear.
Configure the panel
Use /panel-config to set support roles, auto-close duration, and a custom welcome message.
Add categories (optional)
Use /add-category to create dropdown options so users can pick a ticket type when opening.
You can manage all your panels visually from the web dashboard — send them to channels, edit names, colors, and more.
Auto-Close ⚙️ Admin
Auto-close automatically closes tickets that have been inactive for a set amount of time. Configure it per panel using /panel-config.
Before closing, TicketBot sends a warning message inside the ticket so the user has a chance to respond. If there's still no activity, the ticket closes automatically.
Auto-close is great for keeping your ticket list clean and preventing old, forgotten tickets from piling up.
Blacklist ⚙️ Admin
The blacklist lets you block specific users from opening new tickets in your server. Blacklisted users are silently blocked — they won't get an error, the ticket just won't open.
Stats & Analytics ⚙️ Admin
Use /stats to view a quick overview of your server's ticket activity and a staff leaderboard directly in Discord.
For full analytics — charts, trends, response times, staff performance, and ratings history — log in to the web dashboard and select your server.
Ticket Volume
See how many tickets were opened, closed, and are currently active.
Staff Leaderboard
Track which staff members are handling the most tickets.
Rating Averages
See average satisfaction ratings per staff member.
Ticket Trends
View 7-day or 30-day ticket volume charts over time.
All Commands
Here's a complete list of every slash command in TicketBot and who can use them.