This page covers what members and staff do after a ticket panel is live.
Open a ticket
- Select a button or dropdown option on the public panel.
- Wait for Discortics to create the private channel.
- Open the channel link in the confirmation.
- Read the welcome message and provide the requested information.
Discortics pins a ticket information message with Claim and Close controls. If simultaneous tickets are disabled, close the existing ticket from that option before opening another one.
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A newly opened ticket with its pinned controls
Who can manage a ticket
Manager-role members can use the pinned ticket buttons without Manage Channels. Slash commands require Manage Channels. The assignee, server owner, and administrators can also manage tickets.
Claim or assign staff
- Select Claim or run
/ticket claimto assign the ticket to yourself. - Run
/ticket assign user:@memberto assign another staff member. - Run
/ticket unclaimto remove the assignment.
A ticket has one assignee. Reassigning it replaces the previous assignee.
Add or remove a member
/ticket add user:@membergives a member access to the open ticket./ticket remove user:@memberremoves that member's channel access.
You cannot remove the current assignee. Unclaim or reassign the ticket first.
Rename or move a ticket
/ticket rename name:new-namechanges the current channel name./ticket move category:Supportmoves the channel to another Discord category.
Channel names are limited to 100 characters.
Close a ticket
The creator can select Close on their own ticket. Staff can use the same button or run /ticket close.
Closing a ticket adds closed- to the channel name, removes creator access, keeps manager access, and shows Open, Transcript, and Delete controls. It does not delete the channel or its messages.
Reopen a ticket
Select Open or run /ticket open. Discortics removes the closed- prefix and restores access based on the option's claim settings.
Create a transcript
Select Transcript or run /ticket transcript in the ticket channel.
The text transcript contains the latest 100 messages. When those messages contain downloadable attachments, Discortics also creates a ZIP file unless it would exceed 8 MiB. Files are posted in the ticket and copied to the option log channel when one is configured.
Create and download the transcript before deleting the ticket.
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The generated transcript files in a closed ticket
Delete a ticket
Close the ticket, select Delete, and confirm. Discortics deletes the channel after five seconds.
Warning: Deleting the channel permanently removes its messages. There is no
/ticket deleteslash command.
Command reference
| Command | Purpose | Required permission |
|---|---|---|
/ticket add user: | Add a user to an open ticket | Manage Channels |
/ticket remove user: | Remove a user from an open ticket | Manage Channels |
/ticket rename name: | Rename an open ticket | Manage Channels |
/ticket move category: | Move an open ticket to another category | Manage Channels |
/ticket claim | Assign the open ticket to yourself | Manage Channels |
/ticket unclaim | Remove the current assignment | Manage Channels |
/ticket assign user: | Assign the open ticket to another user | Manage Channels |
/ticket close | Close the current ticket | Manage Channels |
/ticket open | Reopen the current ticket | Manage Channels |
/ticket transcript | Export recent messages and attachments | Manage Channels |
Options ending in : are slash-command fields.
Troubleshooting
The creator cannot see a new ticket
The option probably has Require Claim Before Entry enabled. A manager must claim or assign the ticket first.
Other staff lost access after a claim
The option has Isolate on Claim enabled. Unclaim the ticket to restore manager roles, or assign it to the staff member who should handle it.
The attachment ZIP is missing
The latest 100 messages may not contain attachments, an attachment may no longer be downloadable, or the completed ZIP may exceed 8 MiB. The text transcript is still created.