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How to set up a ticket system on Discord

When a server grows, questions drown in the chat and nobody knows who answered what. A ticket system solves that: each request gets its own private channel. Here is what you need to decide, and how to set it up in fifteen minutes.

What is a ticket system?

A member presses a button in a channel, e.g. #support. A private channel is then created that only the member and your staff can see. The case is solved there, and afterwards the channel is closed. The conversation can be saved so you can find it again.

That gives three things an ordinary support channel cannot: private conversations, a clear overview of what is open, and a history of what was said.

Can you do it without a bot?

Yes, on a small server. Make a category that only staff can see, and create a private channel in it every time someone writes to you. Give the person access to the channel, and delete it again when the case is solved.

That works as long as you get a couple of requests a week. After that it becomes heavy: someone has to create every channel by hand, members cannot start a case themselves, and there is no history once the channel is deleted. That is what a ticket bot takes care of.

Five things to decide first

• Who is staff? Choose the role that should be able to see and answer tickets. If you do not have one, create a role just for that.
• What can people get help with? Start with two or three categories, e.g. Support and Unban. Too many choices make people choose wrong.
• Where should the button be? Choose a channel everyone can see and where nothing else is written, so the button does not disappear up the chat.
• What happens when a case is solved? Should the user get a copy of the conversation? Should they be able to give a rating? Should closed tickets be deleted automatically?
• Where should the log be? A channel only staff can see, showing who opened, claimed and closed each ticket.

How to set it up with Ticket System

1. Add the botPress "Add to Discord" on the front page and choose your server. It is free to start, and you do not need a card.
2. Open the dashboardWrite /dashboard on the server and press the button in the reply. You get in without logging in anywhere.
3. Let the bot set it upOn Overview you choose your staff role and the channel the button should be in, and press "Set it all up". The bot creates a category for tickets, a log channel and a panel with a button.
4. Choose your categoriesUnder Categories you can start from a ready-made template, e.g. for a game server, a community or a shop, and adjust the names to fit you.
5. Try it yourself before members see itOpen a ticket, have someone from staff claim it, close it and look at the transcript. Then you know what your members will meet.

Want to see the dashboard before you add anything? The demo shows it all with a made-up server. It needs no account.

The five most common mistakes

• The bot's role is too low. A bot can only manage roles below its own. Drag the bot's role up under Server Settings → Roles.
• Too many categories from the start. Begin with two. Add more when you can see what people actually write about.
• Everyone has the staff role. Then everyone can read every ticket. Give it only to those who should answer.
• No log channel. Without it you do not know who closed what on the day someone complains.
• Nobody knows who answers. Use "Claim", so the ticket shows who has taken it. Then two people do not answer the same thing, and no ticket is forgotten.

In Ticket System, the "Check setup" box on Overview finds the mistakes about permissions, roles and channels by itself.