How it fits together
The panel is the storefront: the message with a button that members see. The category is how a ticket behaves. The server holds the defaults. One rule: if a category field is empty, the server value is used. This page answers the question “where did the bot get this value from”.
Entities
- · admins and staff (with per-section permissions)
- · server limits (apply together with category limits), default support hours
- · default channels: logs, transcripts, channel categories
- · ticket numbering (digits in the number)
- · action on close, auto-close, auto-delete
- · blacklist, custom commands and the prefix
- · system message texts and ticket button looks — shared by all categories
- · a message in a channel: text, embed, the “Open ticket” button
- · style: one button / category buttons / command
- · categories — which to show and in what order
- · the category's label, emoji and color — its own for this panel
- · a place in a multi-panel (one message for several panels)
- · name, emoji, description, color, priority
- · support roles, extra roles, roles for the author
- · ticket channel permissions (the matrix), which buttons to show and who may press them
- · the ticket welcome message, form questions; optionally its own texts and button looks instead of the server's
- · where to create and where to move tickets, logs, transcripts
- · limits, support hours, claiming, escalation, closing, channel name templates
- · number, author, panel (where it was opened), category
- · status: open / closed / deleted
- · priority, who claimed it, members
- · form answers
- · transcript
- · action history
Relations
- How
- The “Categories” tab on the panel page.
- What matters
- One category can sit in several panels — and behave the same everywhere. Each panel has its own label and emoji for the category. A panel always has at least one category: a new one gets “General”, and the last one can't be removed.
- How
- Which panel's button was pressed (or /ticket open [panel]).
- What matters
- Only the entry point: where the ticket came from. It doesn't affect behavior.
- How
- A pick from the list or a category button; with one category in the panel it is picked automatically.
- What matters
- Defines all of the ticket's behavior: permissions, roles, messages, buttons, limits, channels, claiming.
- How
- Default values for any field the category doesn't set.
- What matters
- That's why /ticket setup gives a working system right away: you don't have to tune the topics from the set.
Which level sets what
The category is the unit of behavior: everything that happens in a ticket is set on it. The panel only controls how the entry looks. The server holds the defaults and what doesn’t belong to categories.
- Category
- + (union)
- Server
- + (union)
- Category
- sets
- Server
- —
- Category
- sets
- Server
- —
- Category
- sets
- Server
- default
- Category
- sets
- Server
- default
- Category
- sets
- Server
- default
- Category
- sets
- Server
- its own, applies together with the category one; plus a global limit
- Category
- its own or “off”
- Server
- default
- Category
- sets
- Server
- —
- Category
- —
- Server
- sets
- Category
- —
- Server
- sets
- Category
- —
- Server
- sets
Where a value comes from
First the ticket’s category; if it’s empty, the server. An arrow means “if empty, look further”.
Support roles in a ticket
The lists add up: global staff see any ticket, and category roles are added on top. A category's extra roles see the channel but don't count as staff.
Form questions
If a category has no questions, the button creates a ticket in one press.
Ticket welcome message
The welcome message is the face of the category, so it is set only there.
System messages and button looks
Closing, reopening, claiming, escalation, transcript, deletion, moderator actions and button labels are set once per server. A category shows what it overrides, and one button brings back the server version.
Where an open ticket’s channel is created
The bot goes down the list to the first channel category that still exists on the server — a deleted one is skipped. On reopen the channel comes back by the same rule.
Where a closed ticket moves
Applies to the “archive” action. With “delete channel” the channel is deleted, but the ticket stays in the database and in the stats.
Action on close
Archive or delete the channel. “Reports” may want an archive, “Questions” deletion.
Logs: channels, events, transcript
Log and transcript channels, the event list and “save the transcript” are set once per server; a category can override any of the four separately. Nothing ticked in “What to log” on the server — the log is off; empty on the category — same as the server.
Open ticket limits
| Limit | From |
|---|---|
| Per user | server “Max tickets per user” and category “Open per person in this category” — both apply; 0 = no limit of its own |
| Total open | category “Total open in this category”: when that many tickets of the category are open, no new one can be opened in it; 0 = no limit |
| Per server | server “Global open ticket limit”; 0 = no limit |
| Per period | server “Tickets per period per user” |
All are checked in turn. The category’s and server’s “Roles that bypass limits” skip all of them. The check repeats when the form is sent, so opening the panel on two devices won’t get around a limit.
Ticket priority
It can be changed by hand later: /ticket priority or in the web panel.
Ticket embed color
Channel name
Claimed without its own template: “[staff]-” before the open name; on transfer only the nickname in brackets changes. Placeholders are in “Templates”. How many digits {number} has is a server setting.
Where things happen
- Who
- Member
- What changes
- Checks: blacklist, limits, support hours. Then a category pick → a form or the channel right away.
- Who
- Staff
- What changes
- The staff member is recorded, the channel is renamed by the “claimed” template (without a template, [nickname] is added to the front of the name) and, if set up, moved to the claimed tickets category.
- Who
- Author or staff
- What changes
- Transcript → transcript channel; the channel is archived or deleted; a log entry; status “closed”.
- Who
- Staff (the author — if the category allows it)
- What changes
- The channel goes back to the open category, the buttons come back.
- Who
- Staff
- What changes
- The ticket moves to another category: its permissions, roles, channel category, texts. The panel (where it came from) stays the same.
- Who
- Bot
- What changes
- A ticket with no messages for N hours closes like a normal one — with a transcript and a log entry. /ticket pause pauses it for one ticket.
- Who
- Bot
- What changes
- Closed channels older than N days (or with N+ messages) are deleted; the ticket record stays.