The Support Ticket system lets members bring their issues to staff in a private channel instead of public ones. A member clicks the button on the panel and writes their topic; the bot opens a ticket channel that only that member and staff can see.
In the window above, Alex opens a high-priority bug report, and Sam claims the ticket and replies. When the ticket closes, Alex gets a rating card by DM and gives it 5 stars. Below you can see the same flow step by step with the bot's real messages.
A support ticket step by step
Buttons on the ticket card
Support Tickets have no commands; everything is done with the buttons on the ticket card. Unless stated otherwise, button replies are only visible to the person who clicked. Most of the ones below can only be used by staff.
| Button | Who uses it | What it does |
|---|---|---|
Claim | Staff | Takes the ticket. If two people click at the same time, only one of them claims it. |
Unclaim | The claimer or an admin | Makes the ticket unclaimed again. |
Transfer | Staff | Hands the ticket over to another staff member you pick from the list. |
Priority | Staff | Sets it to Low, Normal, High or Urgent. |
Close | Staff or the ticket opener | Closes the ticket, creates a transcript and locks the channel. |
Add Member | Staff | Brings another member into the ticket (must be picked within 60 seconds). |
Remove Member | Staff | Removes a member who was added later. The ticket opener can't be removed. |
Change Category | Staff | Moves the ticket to another category; that category's staff role is added to the channel. |
Rename | Staff | Changes the channel name. Discord only allows a channel to be renamed 2 times every 10 minutes. |
Close Request | Staff | Asks the member whether the ticket has been resolved. |
Internal Note | Staff | Adds a note the member doesn't see (up to 1000 characters). |
View Notes | Staff | Shows the last 10 internal notes only to you. |
If you added canned responses in the dashboard, a canned response menu also appears under the card. When staff pick a response, the text is posted in the ticket channel for everyone to see, under the sender's name.
What do categories change?
Each category can have its own staff role and default priority. If you assign a staff role to a category, the following work based on that role for tickets in that category:
- The role can see and write in the ticket channel, and is pinged when the ticket opens.
- Members of this role are listed in the Transfer menu.
- The unclaimed ticket reminder pings this role.
If you don't assign a role to a category, all of this runs on the general Staff Role. The general Staff Role is always added to every ticket channel.
Who counts as staff?
The server owner, members with Administrator, the general Staff Role set in the dashboard and the staff role assigned to the ticket's category. These people can see the ticket channel and use the staff buttons.
How does it work for members?
Step 1
You click the Open Support Ticket button on the panel. If categories are set, you pick one first; otherwise the form opens directly.
Step 2
In the form, Subject (up to 200 characters) and Description (up to 1000 characters) are required. In the priority field you can type low, normal, high or urgent.
Step 3
The bot opens a private channel for you and shows its link only to you. Staff are pinged.
Step 4
When your issue is solved, the ticket closes. You give a rating from 1 to 5 by DM.
If you leave priority as is
If you leave normal in the form, the ticket gets the default priority of the category you chose. If you type urgent, an extra urgent alert is sent to the staff role.
Setup
Step 1
In the dashboard, pick your server on the My Servers page.
Step 2
Open the Support Ticket System card.
Step 3
Choose the Panel Channel, Transcript Channel and Staff Role. If you like, set a Default Folder where ticket channels are created.
Step 4
In the Categories section, add categories with an emoji, name, description, priority and staff role. Save the texts you use often in the Canned Responses section.
Step 5
Click Save, then send the opening message to the channel with Send Panel.
| Setting | Default | What it does |
|---|---|---|
| Max Open Tickets | 2 | How many tickets a member can have open at once (1–10). |
| Auto-Close (hours) | 48 | If nobody writes in the ticket for this long, it closes on its own. 0 = off, up to 168. |
| Delete channel after (minutes) | 10 | A closed channel is locked and deleted after this time. 0 = no lock, the channel is deleted right away (0–1440). |
| Prefix the name with "kapali-" when closed | On | Closed tickets are easy to spot in the channel list. |
| Let users reopen their own ticket | Off | If you turn it on, the member who opened the ticket can use the Reopen button too. |
| Close request answer time (hours) | 24 | If the member doesn't answer within this time, the ticket closes (1–168). |
| Unclaimed ticket reminder (minutes) | 0 | If the ticket isn't claimed or answered for this long, the staff role is pinged once. 0 = off, 5–1440. |
| Working hours | Off | Tickets opened outside working hours get an info message. Default 09:00–18:00, Monday–Friday. |
| DM the transcript to the user on close | On | On close, the HTML transcript is attached to the rating message. This copy doesn't include internal notes. |
Where does the transcript go?
When a ticket closes, the bot builds a transcript from the channel's messages. If a Transcript Channel is selected, a summary card, the HTML transcript and a plain text file are sent there; in this staff copy, internal notes are in a separate section. The member's copy has no internal notes. A transcript includes at most the last 5000 messages.
How is auto-close counted?
Every time someone other than the bot writes in the ticket channel, the timer starts over. Before it closes, a warning mentioning the ticket opener is posted in the channel. With the default settings, this warning comes after 24 hours of silence.
How does a close request end?
If the member clicks Yes, close it, the ticket closes immediately. If they click No, keep it open, the request is cancelled and the staff member who sent it is pinged in the ticket channel. If the member says nothing within the answer time, the ticket closes automatically and the reason is written on the closing card. A ticket can only have one pending request at a time.
How are working hours set?
You enter the start and end in HH:MM format and tick the working days. Overnight ranges work too: in a range like 22:00–06:00, the part after midnight counts for the start day. If the time zone is empty, the bot's time zone is used; you can enter one like Europe/Istanbul if you want. In the off-hours message, {start} and {end} are replaced with the hours. This setting doesn't block opening tickets; it only adds an info message.
If the log system is on, events like opening, claiming, transferring, closing, reopening, adding and removing members, category changes, renaming and internal notes also go to the Log records.
Bot permissions
The bot needs Manage Channels to open ticket channels and Manage Roles (to edit channel permissions) to lock the channel on close. If it can't lock it, a warning appears on the closing card.
Blacklist and statistics
The same card has a Blacklist section: people you add by user ID can't open tickets. In the Statistics section you see open and closed tickets, average resolution time, average rating and first response time. Staff ticket work is also reflected in the Staff Performance score.
Frequently asked questions
Who can see a ticket?
The member who opened it, members added later, the general Staff Role, the category's staff role and members with Administrator. Other members on the server can't see the channel.
Can a closed ticket be reopened?
Yes, as long as the channel hasn't been deleted. The Reopen button on the closing card returns the ticket to its previous state and the member can write again. If "Delete channel after" is 0, the channel is deleted after 5 seconds and can't be recovered.
What happens if the member has DMs turned off?
The ticket still closes and the transcript goes to the Transcript Channel. Only the rating card and the member's copy of the transcript don't reach them.
Can the member see internal notes?
No. Internal notes aren't posted in the ticket channel; only staff can read them with View Notes, and they appear in a separate section of the staff transcript.
How many tickets can a member open at once?
2 by default. A member who hits the limit gets "You can have at most 2 support tickets open at the same time." You can change the limit between 1 and 10 in the dashboard.
I get a "Could not create channel" error
Make sure the bot's role has Manage Channels and that it can create channels in the category you chose as the Default Folder. If the ticket still won't open, clear the folder selection and try again.
Set up your help desk
A few categories and a staff role are all you need. Send the panel, then open your first ticket yourself to try it.
Go to dashboard
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