Templates and placeholders

Curly braces in channel names, message texts and embeds are replaced with the ticket's values. An unknown token stays as is; a typo in a channel name template doesn't break opening — the bot falls back to the default template.

Ticket channel name

Category → Behavior: three templates for the “open”, “claimed” and “closed” states. The name is rebuilt from the template, not from the previous name, so the chain “claimed” → unclaimed → closed → reopened doesn’t pile up junk. The exception is an empty “claimed” template: then [{staff}]- is added to the front of the open name, and on transfer to another staff member only the nickname in brackets changes.

{number}

Value: The ticket number; how many digits is a server setting
Example: 0057

{user}

Value: The author's name as is — with spaces, case and symbols; up to 40 characters
Example: John Smith

{panel}

Value: The name of the panel the ticket was opened from, as is
Example: support

{staff}

Value: The name of the staff member who claimed the ticket (for the “claimed” template); up to 15 characters
Example: anna

{closed_by}

Value: The name of whoever closed it (for the “closed” template); up to 15 characters
Example: anna

Token	Value	Example
`{number}`	The ticket number; how many digits is a server setting	0057
`{user}`	The author's name as is — with spaces, case and symbols; up to 40 characters	John Smith
`{panel}`	The name of the panel the ticket was opened from, as is	support
`{staff}`	The name of the staff member who claimed the ticket (for the “claimed” template); up to 15 characters	anna
`{closed_by}`	The name of whoever closed it (for the “closed” template); up to 15 characters	anna

State	Default template
Open	`ticket-{number}-{user}`
Claimed	`[{staff}]-` before the open name: `[{staff}]-ticket-{number}-{user}`. On transfer only the nickname in brackets changes
Closed	`closed-{number}`

Openticket-{number}-{user}# ticket-042-alex

Claimed[{staff}]-ticket-{number}-{user}# [Maria]-ticket-042-alex

Closedclosed-{number}# closed-042

The default templates and what they give for Alex's ticket #042, claimed by Maria.

Messages

Category → Messages (and the panel’s own message — on its page): the text and embed of each event. The available tokens depend on the event.

{user}

Value: A mention of the ticket author
Where it's available: All events except “Panel”

{number}

Value: The ticket number with leading zeros
Where it's available: All events except “Panel”

{guild}

Value: The server name
Where it's available: All events

{channel}

Value: A channel mention: the ticket's — or the panel channel in the “Panel” message
Where it's available: All events except “Transcript”

{category}

Value: The ticket category's name (“General” if there is none)
Where it's available: All ticket events

{staff}

Value: A mention of the staff member who did the action (in “closed” — the claimer or the closer)
Where it's available: Claim, unclaim, transfer, escalation, close, rating

{reason}

Value: The close reason (or “—”)
Where it's available: Close confirmation, close request, close

{from_category}

Value: The source category's name
Where it's available: Escalation

{to_category}

Value: The name of the category it moved to
Where it's available: Escalation

{moderator}

Value: A mention of the staff member
Where it's available: Member added

{target}

Value: A mention of the added member or of whoever the ticket was handed to
Where it's available: Member added, ticket transfer

{support}

Value: Mentions of the ticket's support roles (they ping)
Where it's available: After the welcome

{messages_count}

Value: The number of messages in the transcript
Where it's available: Transcript

{open}

Value: How many tickets are already open (for the person, in the category, on the server or for the period)
Where it's available: Refusals on opening

{max}

Value: How many are allowed
Where it's available: Refusals on opening

{period}

Value: The limit's period: “5 min”, “24 h”
Where it's available: The “per period” refusal

{wait}

Value: When it's possible to open again
Where it's available: The “per period” refusal

{hours}

Value: Hours without activity
Where it's available: Auto-close reason

Token	Value	Where it's available
`{user}`	A mention of the ticket author	All events except “Panel”
`{number}`	The ticket number with leading zeros	All events except “Panel”
`{guild}`	The server name	All events
`{channel}`	A channel mention: the ticket's — or the panel channel in the “Panel” message	All events except “Transcript”
`{category}`	The ticket category's name (“General” if there is none)	All ticket events
`{staff}`	A mention of the staff member who did the action (in “closed” — the claimer or the closer)	Claim, unclaim, transfer, escalation, close, rating
`{reason}`	The close reason (or “—”)	Close confirmation, close request, close
`{from_category}`	The source category's name	Escalation
`{to_category}`	The name of the category it moved to	Escalation
`{moderator}`	A mention of the staff member	Member added
`{target}`	A mention of the added member or of whoever the ticket was handed to	Member added, ticket transfer
`{support}`	Mentions of the ticket's support roles (they ping)	After the welcome
`{messages_count}`	The number of messages in the transcript	Transcript
`{open}`	How many tickets are already open (for the person, in the category, on the server or for the period)	Refusals on opening
`{max}`	How many are allowed	Refusals on opening
`{period}`	The limit's period: “5 min”, “24 h”	The “per period” refusal
`{wait}`	When it's possible to open again	The “per period” refusal
`{hours}`	Hours without activity	Auto-close reason

All ticket events also take the general ticket placeholders, as in automations: {author}, {user_name}, {staff_name}, {priority}, {age}, {support}, {support_category}, {answers}, {answer1}…{answer5}. In the “Close request” {user} is whoever asks. “Thanks for the rating” also has {rating}.

The category’s welcome (“In the ticket” on the category) takes the same placeholders as the “In the ticket” message.

Custom commands and reply templates

They work in both plain text and an embed. Ticket variables are empty outside its channel.

Token	Value
`{user}`	A mention of whoever called the command (same as {staff})
`{guild}`	The server name
`{channel}`	A mention of the channel the command was called in
`{author}`	The ticket author — in a ticket channel
`{number}`	The ticket number — in a ticket channel
`{category}`	The ticket category — in a ticket channel
`{staff_name}`	The caller's name, without a mention
`{priority}`	The ticket's priority as a word — in a ticket channel
`{age}`	How long the ticket has been open — in a ticket channel
`{support}`	A mention of the ticket's support roles — in a ticket channel

Formatting

Texts and embeds support the platform’s markup: **bold**, *italic*, `code`, mentions <@id>, <@&id>, <#id>. Links in embeds — [text](url).