Ticket System
Set up a professional support ticket system for your server. Create ticket panels, manage categories, and keep transcripts of all conversations.
Overview
Natsumi's ticket system allows server members to create private support channels where they can get help from your staff team. Each ticket is a dedicated channel visible only to the ticket creator and staff members.
- Customizable ticket panels with buttons
- Multiple ticket categories
- Staff role configuration
- Automatic transcripts on close
- Claim and transfer tickets
User clicks button
Channel created
Support provided
Transcript saved
Ticket Panels
Ticket panels are embedded messages with buttons that users click to create tickets. You can customize the appearance and have multiple panels for different purposes.
Creating a Panel
Use the dashboard for the easiest setup, or use the command:
Create Panel Command
/ticket panel create #channelCustomizing Panels
You can customize various aspects of the panel:
- Title The heading of the embed message
- Description Instructions for users
- Color Embed sidebar color
- Button Text Label on the button
- Button Emoji Icon next to button text
- Image Optional panel image
Panel Preview
Support Tickets
Need help? Click the button below to create a support ticket. Our team will assist you as soon as possible!
Please don't create tickets for general questions - use our help channels instead.
Create Ticket
Ticket Categories
Create multiple ticket categories for different types of requests. Each category can have its own staff team and settings.
Example Categories
General Support
General questions and help requests
Purchase Support
Issues with purchases or payments
Bug Reports
Report bugs and issues
User Reports
Report rule violations
Creating Categories
Categories are managed on the dashboard's Tickets page. Each one has a name, an optional emoji and a description, which together become the options a member picks from when opening a ticket.
Pro Tip
When using multiple categories, the user will be prompted to select one when opening a ticket.
Staff Setup
Configure which roles have access to view and manage tickets. You can set global staff roles or per-category staff.
Adding Staff Roles
The support role is set with /ticket setup, using its support-role option, and can be changed later on the dashboard. Members with that role can see and manage every ticket.
Staff Permissions
View Tickets
See all open tickets
Claim Tickets
Take ownership of tickets
Close Tickets
Close and archive tickets
Manage Settings
Configure ticket system
Managing Tickets
Once tickets are created, staff can manage them using various actions available through buttons or commands.
Ticket Actions
/ticket claim
Claim a ticket to indicate you're handling it. The ticket will show your name as the assigned staff member.
/ticket add @user
Add another user to the ticket so they can view and participate.
/ticket remove @user
Remove a user from the ticket (except the original creator).
/ticket close [reason]
Close the ticket. A transcript will be generated automatically if enabled.
Button Controls
Most actions are also available as buttons in the ticket channel for quick access.
Transcripts
Transcripts are saved records of ticket conversations. They're useful for record-keeping, training, and resolving disputes.
Transcript Settings
Auto-save on close
Automatically generate a transcript when a ticket is closed.
Transcript channel
Where transcript messages are sent.
DM to user
Send a copy to the ticket creator.
Include images
Include attached images in the transcript.
Setting Up Transcripts
The transcript channel is the log channel from /ticket setup, and can be changed on the dashboard. /ticket transcript fetches the transcript for the ticket you are currently in.
Transcripts are generated as HTML files that can be viewed in any web browser. They preserve formatting, embeds, and attachments.
All Ticket Commands
| Command | Description |
|---|---|
/ticket setup | Set up the ticket system for this server |
/ticket panel | Create a ticket panel in the current channel |
/ticket claim | Claim the current ticket |
/ticket add | Add a user to the current ticket |
/ticket remove | Remove a user from the current ticket |
/ticket transcript | Get the transcript of the current ticket |
/ticket close | Close the current ticket |
/ticket setup takes the ticket category, the log channel and the support role as options, so the whole system can be configured in one command. Everything it sets is also editable on the dashboard's Tickets page.