Support
Ticket System
Private support channels, threads, or bot DMs with categories, staff access, transcripts, and automatic closing.
Getting started
Create categories
Create support types such as General Support, Reports, or Purchases under Tickets.
Assign staff
Choose which Discord roles can view and respond to each category.
Build a panel
Choose buttons or a dropdown, select one or more ticket types, then choose private channel, private thread, or bot DM delivery.
Publish
Choose a public channel and publish. Keep the dashboard panel record while its Discord buttons are active.
Manage tickets
Staff can claim, prioritize, add participants, reply, close, reopen, and review transcripts.
Use the staff workspace
Insert saved replies, attach files, add private notes, apply tags, block abusive users, and review the complete audit and member history.
Operate the queue
Filter by assignment, priority, category, or activity; save personal views; and use audited bulk actions for up to 100 selected tickets.
Plan follow-ups
Attach a private UTC reminder and staff note to a ticket, then complete or reschedule it from the ticket workspace.
Export operations
Download the current server-side queue filters as a spreadsheet-safe CSV without message contents or internal notes.
Measure support
Set per-type response targets and assignment rules, then monitor overdue tickets, response time, category demand, workload, and satisfaction ratings.
Settings reference
Use this reference when you need to check what a setting does.
Logical support choice with its own roles and dashboard grouping.
Visible buttons or one dropdown containing up to 25 ticket types.
A private channel, a private thread below the panel channel, or a private bot DM synchronized to the dashboard.
All, unassigned, claimed, mine, or closed combined with priority, category, and sort order.
Reusable queue filters visible only to the staff member who saved them.
Claim, unassign, reprioritize, or close up to 100 selected tickets with an audit event per affected ticket.
Private staff reminder with a UTC due time and note.
Spreadsheet-safe CSV of the current filtered ticket records without transcripts or notes.
Lets one staff member take responsibility while visibility follows the selected claim rule.
Closes inactive tickets after the configured number of hours; zero disables it.
Stores conversation history at closure; private transcripts restrict public access.
How it works
Here’s what happens once you’ve finished setup.
- 1Member
Starts a channel, private-thread, or DM ticket.
- 2Review suggestions
Staff use queue filters, saved views, SLA indicators, and bulk assignment.
- 3Conversation
The dashboard mirrors messages and sends replies back to the correct Discord destination.
- 4Follow-up
Staff schedule private work that should not be forgotten.
- 5Resolution
Closure, rating, transcript, and audit information are retained.
Example
Save an Unassigned + Urgent/High + Oldest-first queue, bulk claim related incidents, add follow-ups for promised updates, and export the filtered queue for a weekly operations review.
Permissions
- Manage Channels
- View Channels
- Send Messages
- Embed Links
- Manage Messages
Things to know
Ticket Panels uses a concise settings editor. Design message opens the panel-message dialog; publishing and deletion still require explicit actions.
Troubleshooting
Saved views belong to the staff member and selected server; verify both before recreating it.
Expected: closure notifies each available Discord conversation and cannot be silently applied.
Expected: follow-ups are private staff reminders, not scheduled Discord messages.
NightCrew protects cells beginning with spreadsheet formula characters; keep that protection when re-saving the CSV.
NightCrew needs View Channel and Read Message History until closure.
Common questions
The button says interaction failed+
Confirm the bot is online and the panel still exists in the dashboard.
Staff cannot see tickets+
Add their role to the category and verify the channel overwrites.