Server settings

The server level: defaults for all categories and what doesn't belong to categories — ticket numbering, auto-close, auto-delete, moving settings with a code. Only admins have access; in chat some fields are changed with /config set.

General

Server name

What it does: Shown in the web panel header and when importing settings by code.
Default: the Lolka server name

Command prefix

What it does: The prefix of custom commands: !rules. One character.
Default: !

Action on close

What it does: “Archive” — the channel is renamed, moves to the closed category, and the author loses the right to write. “Delete channel” — the channel is deleted right away; the record and the transcript stay. A category can override it.
Default: archive

Digits in the ticket number

What it does: How many digits {number} has: 4 → #0057, 0 → #57. One setting for the whole server — it applies to all panels and categories.
Default: 4

Auto-close open tickets

What it does: A ticket with no messages from people for N hours (1…8760; bot reminders and feed events don't count) is closed by the bot — with a transcript and a log entry, like a normal close. Checked every 15 minutes; if the bot was unavailable, it reads the missed messages before closing. A single ticket can be paused — /ticket pause.
Default: off, 48 h

The author left the server

What it does: All open tickets of an author who left close the same way.
Default: off

Transcript to DMs

What it does: Send the author the HTML on close. Not available yet — Lolka doesn't deliver direct messages from bots; the toggle is inactive.
Default: off

Replies from the web panel

What it does: Adds “· from web” to the staff member's name on replies sent from the panel: the channel shows they aren't replying from Lolka. In the panel itself and in the transcript such a reply is always marked, regardless of this box.
Default: on

Whose name web panel replies use

What it does: “As the staff member” — their nickname and picture (set in the inbox, “Edit” under the reply box). “As the server” — the server's name and icon; who wrote it is visible in the panel and the transcript.
Default: as the staff member

The “Transcript” button

What it does: The file from the button in a closed ticket goes only to the presser — or it lands in the ticket channel for everyone who sees it.
Default: only to the presser

Field	What it does	Default
Server name	Shown in the web panel header and when importing settings by code.	the Lolka server name
Command prefix	The prefix of custom commands: `!rules`. One character.	!
Action on close	“Archive” — the channel is renamed, moves to the closed category, and the author loses the right to write. “Delete channel” — the channel is deleted right away; the record and the transcript stay. A category can override it.	archive
Digits in the ticket number	How many digits {number} has: 4 → #0057, 0 → #57. One setting for the whole server — it applies to all panels and categories.	4
Auto-close open tickets	A ticket with no messages from people for N hours (1…8760; bot reminders and feed events don't count) is closed by the bot — with a transcript and a log entry, like a normal close. Checked every 15 minutes; if the bot was unavailable, it reads the missed messages before closing. A single ticket can be paused — /ticket pause.	off, 48 h
The author left the server	All open tickets of an author who left close the same way.	off
Transcript to DMs	Send the author the HTML on close. Not available yet — Lolka doesn't deliver direct messages from bots; the toggle is inactive.	off
Replies from the web panel	Adds “· from web” to the staff member's name on replies sent from the panel: the channel shows they aren't replying from Lolka. In the panel itself and in the transcript such a reply is always marked, regardless of this box.	on
Whose name web panel replies use	“As the staff member” — their nickname and picture (set in the inbox, “Edit” under the reply box). “As the server” — the server's name and icon; who wrote it is visible in the panel and the transcript.	as the staff member
The “Transcript” button	The file from the button in a closed ticket goes only to the presser — or it lands in the ticket channel for everyone who sees it.	only to the presser

Language

Two separate settings on the “Language” tab. Changing either one updates the server’s command menu right away.

Bot language

What it does: Russian or English: replies, buttons and bot messages, the setup wizard, default texts, logs and transcripts, and descriptions in the command menu. Your own server texts aren't translated — they are yours.
Default: Russian

Command language

What it does: English names (/ticket close) or Russian ones (/тикет закрыть). The bot’s hints follow this setting.
Default: English

Field	What it does	Default
Bot language	Russian or English: replies, buttons and bot messages, the setup wizard, default texts, logs and transcripts, and descriptions in the command menu. Your own server texts aren't translated — they are yours.	Russian
Command language	English names (`/ticket close`) or Russian ones (`/тикет закрыть`). The bot’s hints follow this setting.	English

The web panel’s own language is personal: each person picks it with the switch in the panel (by default — the browser language). It doesn’t depend on the server’s bot language.

Access

Admins and staff are set on the “Staff” tab, not here — see Staff and access. Server settings are open only to admins.

Limits

Global open ticket limit

What it does: How many tickets can be open on the server at once, across all categories. Category limits apply along with it. 0 = no limit.
Default: 100

Max tickets per user

What it does: Open per person across the whole server. A category can have its own limit for its tickets — both apply. 0 = no limit.
Default: 1

Tickets per period

What it does: No more than N tickets per X minutes or hours per author, counting closed ones — against “open-close-open”. It also works as a pause between tickets: “no more than 1 per 5 minutes”. The refusal says when it's possible again. 0 = no limit.
Default: off, 24 h

Roles that bypass limits

What it does: Server and category limits don't apply to these roles. A category adds its own on the “Limits” tab — the lists add up.
Default: empty

Field	What it does	Default
Global open ticket limit	How many tickets can be open on the server at once, across all categories. Category limits apply along with it. 0 = no limit.	100
Max tickets per user	Open per person across the whole server. A category can have its own limit for its tickets — both apply. 0 = no limit.	1
Tickets per period	No more than N tickets per X minutes or hours per author, counting closed ones — against “open-close-open”. It also works as a pause between tickets: “no more than 1 per 5 minutes”. The refusal says when it's possible again. 0 = no limit.	off, 24 h
Roles that bypass limits	Server and category limits don't apply to these roles. A category adds its own on the “Limits” tab — the lists add up.	empty

Support hours

The “Accept tickets only during support hours” switch (off by default). When on, tickets open only on the set days and hours, and next to it you see whether it’s open now and when it opens. Outside the schedule the panel button, the category list and /ticket open reply ephemerally: your message (or “Support is closed now.”) and when it opens — “today at 09:00”, “tomorrow”, “on Monday” — in the server’s time.

Paper BotBOTToday at 12:00

Support

Press the button below to open a ticket

🎫Open ticket

Alex used /

Paper BotBOTToday at 23:40

Support is closed now. We open tomorrow at 09:00 (UTC+3).

Only you can see this message · Dismiss message

The refusal comes as a hidden message — only the person who pressed sees it, and no ticket channel is created. The texts are edited in “Texts and buttons”.

Quick presets above the schedule: “Weekdays 09–18”, “Daily 09–18”, “Around the clock” — then adjust by day.

Time zone

What it does: The schedule is counted in it, and the bot's reply shows the time in it: “…at 09:00 (UTC+3)”. Cities of Russia, nearby countries and the world; the current time in the zone is shown next to it so you don't get it wrong.
Default: Moscow, UTC+3

Days and hours

What it does: A toggle and an interval for each day. A day that's off is closed. The same start and end — around the clock; the end before the start — across midnight (22:00–06:00 — the evening and the next morning).
Default: Mon–Fri 09:00–18:00

Exceptions

What it does: Roles the hours don't apply to. Admins (the Lolka permission, the owner, the “Staff” tab) and the server's and category's support roles always pass.
Default: empty

Off-hours message

What it does: The first sentence of the reply, up to 500 characters. The bot adds “We open …” itself.
Default: Support is closed now.

Field	What it does	Default
Time zone	The schedule is counted in it, and the bot's reply shows the time in it: “…at 09:00 (UTC+3)”. Cities of Russia, nearby countries and the world; the current time in the zone is shown next to it so you don't get it wrong.	Moscow, UTC+3
Days and hours	A toggle and an interval for each day. A day that's off is closed. The same start and end — around the clock; the end before the start — across midnight (22:00–06:00 — the evening and the next morning).	Mon–Fri 09:00–18:00
Exceptions	Roles the hours don't apply to. Admins (the Lolka permission, the owner, the “Staff” tab) and the server's and category's support roles always pass.	empty
Off-hours message	The first sentence of the reply, up to 500 characters. The bot adds “We open …” itself.	Support is closed now.

Below on the same tab is the “First reply target”: within how many minutes of opening staff should reply, in calendar time. Empty — no target. It’s used for the “on time” stats (Statistics); a category can have its own — the “Limits” tab.

This is the default for all categories. On the category’s “Hours” tab you can set its own hours or remove the restriction — see Categories → Limits and hours.

The check is on every way of opening, including sending the form: if someone opened the form at 17:59 and sent it at 18:05, no ticket is created and they see the same reply. Already open tickets aren’t affected by the hours — you can write in them and close them at any time.

Default channels

Fallback values for categories whose matching field is empty. /ticket setup fills them in itself: the “tickets” and “closed-tickets” channel categories, the “tickets” channel with the panel message, and the “ticket-logs” and “ticket-transcripts” channels (the “Logs” tab). Log and transcript channels moved to the “Logs” tab — along with what to log.

Category for tickets

What it does: Where ticket channels are created. The last step of the chain ticket category → server.
Default: empty

Archive category

What it does: Where closed channels move with “archive”. The chain is category → archive → category for tickets.
Default: empty

Field	What it does	Default
Category for tickets	Where ticket channels are created. The last step of the chain ticket category → server.	empty
Archive category	Where closed channels move with “archive”. The chain is category → archive → category for tickets.	empty

A channel category holds 50 channels — the platform’s ceiling. When the tickets, archive or claimed category is full, the bot creates a continuation with the same permissions (“Tickets 2”, “Tickets 3”…) next to it and puts channels there. Nothing to set up; delete the continuation and the bot creates a new one when it’s needed.

Logs

Where the bot reports what happens with tickets and what exactly it reports — once for the whole server. A category sets its own if needed.

Log channel

What it does: Where ticket events go (opened, closed, claimed…).
Default: empty

What to log

What it does: Thirteen events as checkboxes. Everything ticked — all are logged, new events too; some — only the ticked ones; nothing — no log.
Default: all events

Transcript channel

What it does: Where the bot sends the HTML transcript on close — one file per ticket. Empty — to the log channel if “Transcript” is logged; otherwise the file is only in the web panel.
Default: empty

Save the transcript on close

What it does: HTML of the whole conversation — to the transcript channel (without one — to the log channel, if the “Transcript” event is logged) and to the “Transcripts” section. Off — no file, the conversation stays in the ticket card until the retention period. Turn it off for simple questions that aren't worth keeping.
Default: on

Field	What it does	Default
Log channel	Where ticket events go (opened, closed, claimed…).	empty
What to log	Thirteen events as checkboxes. Everything ticked — all are logged, new events too; some — only the ticked ones; nothing — no log.	all events
Transcript channel	Where the bot sends the HTML transcript on close — one file per ticket. Empty — to the log channel if “Transcript” is logged; otherwise the file is only in the web panel.	empty
Save the transcript on close	HTML of the whole conversation — to the transcript channel (without one — to the log channel, if the “Transcript” event is logged) and to the “Transcripts” section. Off — no file, the conversation stays in the ticket card until the retention period. Turn it off for simple questions that aren't worth keeping.	on

A setting can have “Overridden in categories” with links next to it — that means those categories use their own, and the server value doesn’t apply to them. The category itself (the “Logs” tab) shows what it takes from the server, and one button brings back the server version.

Ratings

Rating after closing — once for the whole server; a category overrides it on the “Behavior” tab. How it looks for the author — Rating after closing.

Ask for a rating after closing

What it does: After closing the bot asks the author in the ticket channel. Works only with “Archive”: there's nowhere to ask in a deleted channel.
Default: off

Rating kind

What it does: Stars 1–5 or 👍 / 👎. Button labels and emoji are in “Texts and buttons”.
Default: stars

Reviews channel

What it does: Each rating is posted to this channel, and the comment is added to the same post. Empty — ratings are visible only in the web panel.
Default: empty

Field	What it does	Default
Ask for a rating after closing	After closing the bot asks the author in the ticket channel. Works only with “Archive”: there's nowhere to ask in a deleted channel.	off
Rating kind	Stars 1–5 or 👍 / 👎. Button labels and emoji are in “Texts and buttons”.	stars
Reviews channel	Each rating is posted to this channel, and the comment is added to the same post. Empty — ratings are visible only in the web panel.	empty

Texts and buttons

What the bot writes in a ticket and how its buttons look — once for the whole server. A category overrides a text for itself if needed.

At the top of the tab is “Bot message look”: the stripe color and the footer for the whole server. They are used where a message hasn’t chosen its own: the ticket welcome, panel messages, templates, and event and automation messages. A color set on the message itself and labels like “Ticket #0057” stay as they are.

Message	When it is shown
After the welcome	A plain message right after the welcome — mentions in it ping. {support} — the ticket's support roles.
Ticket created	A reply to whoever opened the ticket, with a link to the channel.
Close confirmation	The question before closing (two-step closing).
Close / reopen	After closing / reopening.
Claim / unclaim	Staff claimed the ticket / released it.
Ticket transfer	A staff member handed the ticket to another.
Escalation	The ticket was moved to another category.
Transcript	The transcript was saved — together with the file, to the transcript channel (without one — to the log channel). Not ticked — without a transcript channel the file doesn't go to channels.
Member added	A staff member added a person to the ticket.
Close request	The author asks to close the ticket if closing needs staff approval.
Refusals	The blacklist, four limits (per person, per category, per period, per server) and a button closed to the presser's roles. Only the presser sees it.
Auto-close reason	Inserted into {reason} of the close message when a timer closed the ticket.
Rating	The rating question after closing and “Thanks for the rating”.

Event messages (close, reopen, claimed / unclaimed, transfer, escalation, transcript, member added, “After the welcome”) can be turned off — the bot won’t send them. The welcome, “Ticket created”, the close confirmation and request, refusals, the rating and the auto-close reason are always sent.

A message has a text and, optionally, an embed. Placeholders ({user}, {number} and others) are inserted with a click, and an unknown variable is highlighted — a typo won’t reach the channel as is. The “Send an example to the channel” button shows the message right in Lolka: the bot sends it with sample values.

A message can have “overridden: N” next to it — that many categories write their own, and the server text doesn’t apply there; the link shows which. The search above the list looks through names and texts, the counter shows how many are changed, and “Reset all” brings the server back to the built-in texts (category texts stay).

Below is the look of the ticket buttons: label, emoji and color. Whether to show a button and who may press it is a category setting; its look can also be overridden there. The “Open ticket” button is the panel’s storefront and is set on the panel.

Storage

Two settings: when to delete closed tickets’ channels in Lolka (auto-delete) and how long the bot keeps their conversation.

Conversation retention

Keep closed tickets' conversations

What it does: How many days after closing the bot erases the ticket's messages, the HTML transcript, form answers, the subject and the close reason on its side. The number, category and dates stay — for the stats; server settings aren't touched. Files already sent to the server's channels stay there. From 1 to 365 days.
Default: 180

Field	What it does	Default
Keep closed tickets' conversations	How many days after closing the bot erases the ticket's messages, the HTML transcript, form answers, the subject and the close reason on its side. The number, category and dates stay — for the stats; server settings aren't touched. Files already sent to the server's channels stay there. From 1 to 365 days.	180

Channel auto-delete

Deletes closed tickets’ channels on schedule. The ticket record, transcript and stats stay.

Auto-delete

What it does: The main switch.
Default: off

Delete after

What it does: Days / hours / minutes after closing.
Default: 10 days

Message limit

What it does: If a closed channel has more than N messages — delete it right away, without waiting. 0 = ignore.
Default: 100

Field	What it does	Default
Auto-delete	The main switch.	off
Delete after	Days / hours / minutes after closing.	10 days
Message limit	If a closed channel has more than N messages — delete it right away, without waiting. 0 = ignore.	100

Commands

Which of the bot’s slash commands exist on this server and who can run them. The list comes from the bot, so new commands appear on the tab by themselves. Changes apply on “Save” right away — no restart needed.

Each row has a toggle and a badge button on the right: “everyone” while nothing is set, otherwise a short summary of what’s set (“Support only”, “2 roles”, “visible to: Administrator”). Clicking the badge opens that command’s settings. “Reset all” above the list brings all commands back to the defaults.

Toggle

Where: on each command
What it does: Whether the command exists on the server. Off — nobody has it in the list. All of a group's subcommands off — the group disappears too.

Who sees it

Where: in the group settings
What it does: The command exists only for members with the chosen Lolka permission (Administrator, Manage server/channels/messages). The permission is set on the whole group — the platform doesn't allow different permissions for subcommands.

Who can run it

Where: in the settings of any command
What it does: The command is visible, but only a member with one of the chosen roles can run it; the rest get “closed to your roles”, visible only to them. Admins (the Lolka permission, the owner, the “Staff” tab) always pass. The command's built-in checks (“admins only”, “staff only”) apply on top — a role doesn't give more than the command gives itself.

Control	Where	What it does
Toggle	on each command	Whether the command exists on the server. Off — nobody has it in the list. All of a group's subcommands off — the group disappears too.
Who sees it	in the group settings	The command exists only for members with the chosen Lolka permission (Administrator, Manage server/channels/messages). The permission is set on the whole group — the platform doesn't allow different permissions for subcommands.
Who can run it	in the settings of any command	The command is visible, but only a member with one of the chosen roles can run it; the rest get “closed to your roles”, visible only to them. Admins (the Lolka permission, the owner, the “Staff” tab) always pass. The command's built-in checks (“admins only”, “staff only”) apply on top — a role doesn't give more than the command gives itself.

The platform can’t hide a command by role — only by permission; “who can run it” limits running, not visibility. To leave regular members with no commands at all, give every group a permission — they open and close tickets with buttons. The bot’s own permission checks work regardless of visibility: hiding a command from someone entitled to it is safe, and showing it to someone who isn’t gives them nothing extra.

Moving settings

The “Transfer” tab. There’s no file: the settings are stored by the bot, and you get a code like PB-XXXX-XXXX-XXXX-XXXX.

What	How
Export	“Get a code”. The code holds the server settings, web panel staff and admins, command visibility, panels, categories with all settings, multi-panels, custom commands, automations. Tickets, conversations, transcripts and the blacklist aren't moved. The code is valid for a day and can be used on several servers. If nothing changed since the last export, you get the same code and its term is extended by another day.
Import	Paste the code and press “Check” — you see which server the code is from, when it was made and what's inside. “Import” replaces the current settings.
Rollback code	Before importing, the bot saves the current settings itself and shows their code: if something goes wrong, import it. It's also valid for a day.
From another server	Another server's roles, channels and channel categories aren't moved — pick them again. Automations arrive turned off.

Reset

/ticket reset mode	What is deleted
Settings only	Server settings, panels (together with their messages in channels) and ticket categories. Tickets, their numbers and the blacklist aren't touched.
Full reset	Everything above plus tickets, messages, transcripts, the blacklist, custom commands, ticket channels and the bot's emptied categories. Log, transcript and panel channels stay if they're outside the bot's categories (the ones created by /ticket setup are inside and get deleted).

A reset deletes tickets, conversations and the blacklist irreversibly. Settings can be restored: the command’s reply has a rollback code, and importing it on the “Transfer” tab brings the settings back within a day.