Tickets
Tickets are private support conversations between a member and your staff. A member opens one from a panel, a dedicated channel is created, staff help them, and the ticket is closed — with an optional web transcript kept for the record.
Subjects
A subject is a single reason someone opens a ticket, like General support or Report a user. Each subject has its own:
- Welcome message with variables like
{author.mention}and Close / Claim buttons. - Close message, shown when the ticket closes.
- Channel category where the ticket channel is created.
- Form questions the member fills in before the channel opens, so staff arrive with context.
- Verification requirement, per subject.
Panels
A panel is the message members interact with to open a ticket. A single panel maps to one subject; a multi panel lists several so members pick the right one.
Staff workflow
Claim the ticket.
So other staff know it's being handled.
Work the issue in the channel.
Everything stays private to that channel.
Close it when done.
If transcripts are enabled, the conversation is saved and viewable from the dashboard.
Turn on AI support to have the bot answer common questions the moment a ticket opens, before a human steps in.