Tickets & delivery modes
A ticket is a single conversation between a member and your team. It starts when a member clicks a panel button or DMs the bot, and it runs until someone closes it. Every message, the inputs the member filled in, the chosen category, the assignees and any payment or connector lookups live on that one ticket — so your team always has the full picture.
This page explains what a ticket is, the three places a ticket can live for the customer, what message mirroring does for your team, and how to find and act on any ticket from the dashboard.
Two sides of one ticket
- The customer's side — a simple 1:1 chat: their DM with the bot, a private thread in a container channel, or a private text channel. The delivery mode decides which. Members never see your forum, your staff notes or anyone else's tickets.
- Your team's side — with message mirroring on, a thread in the category's forum channel where staff read the inputs, see the lookups and reply. Customer messages are mirrored in under the member's name; staff replies are relayed out through the bot, so personal accounts stay out of it.
With mirroring off, there is no internal thread: your team answers directly inside the customer's ticket, and the customer sees who replied.
The ticket lifecycle
Closing takes a confirmation click in Discord; customers can close and reopen their own ticket. Every message is kept, so a reopened ticket carries its full history. Assignees are released on close.
Delivery modes
The Ticket Delivery Mode decides where your customers read and answer their tickets. You choose it once in General settings (or with /deliverymode in Discord); it applies to new tickets.
| Mode | Where the ticket lives for the customer | Notes |
|---|---|---|
| DM Tickets Default | Their DMs with the bot | Mirrors into your forum, always. A second open ticket, or closed DMs, overflows into a private thread in the container channel. |
| Thread Mode | A private thread inside a container text channel on your server | Clean, modern and channel-light. Your team gets a forum thread only while mirroring is on. |
| Server Channels | A dedicated text channel inside your support category | Classic behaviour for older setups. Forum thread only while mirroring is on. |
#tickets channel with the right permissions when it first needs one.Browsing tickets in the dashboard
The Tickets page lists every ticket on your server, newest first, 15 per page.
Search & filters
The detail drawer and the ticket page
Selecting a ticket opens a drawer with the member's avatar and username, the ticket ID, the category, the created date and the status, plus the Customer rating (or a waiting placeholder) and the Timeline — created, assigned, escalated, rated, closed, reopened and more. Open ticket leads to the ticket's own page with the full Transcript, the assignees and the info card; View profile opens the member's profile with their tickets and, for supporters, their stats and ratings.
Acting on a ticket
The Actions menu — in the list and on the ticket page — offers:
| Action | What it does |
|---|---|
| Claim / Release | Assign the ticket to yourself, or release it, through the Assignment module. |
| Escalate… | Move the ticket to another tier; the dialog lists every route and why a denied one is denied. See Escalation. |
| Close… / Reopen… | Close or reopen the ticket with an optional staff-only reason. The bot carries it out and re-checks that you are staff or a participant. |
| Open in Discord | Jump to the thread. |
The ticket page also lets assigners add or remove support members directly from the info card.