Tickets Searchable archive
Every ticket ever opened in your server. Click any ticket to read its full transcript — kept and searchable, nothing lost.
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Ticket system
Members open private support threads from the ticket panel your bot posts in your server.
System status
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New support ticket channels are created under this category.
This role is pinged and can see every open ticket.
The channel that hosts your ticket panel. Setting it turns the system Active.
Open tickets with no reply are closed automatically after this window.
Transcript on close
A full copy of every ticket is saved automatically when it's closed. Retention depends on your plan (Free 14 days, Pro 90 days).
Ticket panels
The buttons your members click to open a ticket in the right queue.
Panels are managed in Discord
For now, ticket panels are posted and edited with the bot's slash commands in your server. Editing panels from the dashboard isn't available yet.
SLA
How fast your team gets to new tickets.
First-response target
Current target read from your server.
Tickets without a staff reply within this window get flagged and can auto-escalate. Saved instantly.
Escalation rules
Auto-ping a lead and reassign when an SLA is breached. Advanced escalation is a Business feature.
Modmail
Members DM your bot and each conversation opens as a private thread your staff can reply to.
Modmail enabled
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New modmail threads are created as channels under this category.
A summary of every opened and closed modmail thread is posted here.
DM the member on open
Send an automatic confirmation to the member when their modmail thread opens.
DM the member on close
Let the member know when staff close their modmail thread.
Open modmail threads
Live threads read from your server. Reply to members from inside Discord.
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Knowledge base Pro
Short help articles your bot can surface to members with the /kb command.
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Canned responses Pro
Saved replies your staff can drop into tickets and modmail with one command.
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Forms
Custom application and request forms members fill in; submissions land in a channel and here.
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Completed submissions are posted here for staff to review.