Ticket Creation

A detailed overview of the ticket creation process

Tickets are opened by selecting an option from a dropdown menu on a panel embed deployed to a channel. Each option represents a specific category within the panel's assigned tier. This allows a single panel to offer multiple reasons for opening a ticket.

Selecting an option opens a form (modal) so basic issue information can be collected and provided to Staff in order to provide a faster resolution. Each category features its own customizable form, supporting up to five fields. Fields can be configured as Short text, Paragraph, or a Dropdown (available on Premium and Custom bots). Every field can be marked as required or optional, and text fields include a maximum character limit displayed as a live counter below the text field. Upon submission, the user's responses are stored and automatically injected into the ticket's welcome embed under the "Your Submitted Information" section.

Staff can also open a ticket on someone's behalf with /ticket create, giving the user, the tier, and the category. That command is limited to Admin and Staff roles and cannot be granted to ordinary members.

"Behind the Scenes" Ticket Process

Action	What Happens
Channel or thread created	A private channel is created under the tier's configured category. If the panel category is set to Thread instead, a private thread is created under the parent channel you nominate. Only the opener and your staff roles can see it.
Welcome embed	An embed is posted naming the category, listing the submitted answers, and showing your welcome text. Role and individual pings defined in the Dashboard are sent.
Buttons	Claim Ticket and Close Ticket are attached to the embed.
Screenshot prompt	The opener has sixty seconds to upload an image. If one is provided, it is folded into the welcome embed and the uploaded message is removed from the channel (if the bot holds the Manage Messages permission).
Notifications	The event is written to your server activity log, your staff roles are pinged in the ticket, and on Premium and above the opener receives a DM with a link to it.