Guides ›
Unban appeals on Discord: a fixed process for bans
A ban is rarely the end of the case. The banned member writes to staff in private messages, makes a new account or gets a friend to ask. With a fixed process all unban appeals land in one place, and they are handled the same way.
Ban with a role, not with a server ban
If you ban someone from the Discord server, they can no longer write to you. Then the appeal arrives in private messages instead. Give a role instead, e.g. "Banned", which removes access to the channels but lets the person stay on the server. Then they can appeal in the right place.
A category for appeals only
Make a ticket category called "Unban", and let it be the only thing a banned member can open. Ordinary support is for those who are not banned. Then the appeals do not end up among the ordinary questions.
In Ticket System you choose per category which roles may and may not open tickets Premium. A banned member who presses Support is told that it is not possible, and which category can be used instead.
Three questions that make the case quick
- Your ban ID or name in the game, so staff can find the case without asking.
- Why were you banned? The answer shows whether the person has understood it.
- Why should the ban be lifted? This is where you decide.
Let only the right people handle them
The person who gave the ban should not be the only one deciding the appeal, and the whole team does not need to read along. Give the category its own staff role, e.g. Admin.
Put a time on it, and give a warning first
Most bans do not need to last forever. A three-day ban that ends by itself gives fewer appeals than one with no end date. And a warning before the first ban solves some cases before they become anything.
In Ticket System staff give the role straight from the ticket or the staff panel and choose a time, e.g. 1 hour, 3 days or a date Premium. The banned member gets a private message with how long, why and where to appeal. The role disappears by itself when the time is up. Warnings are counted, and the bot says when the limit is reached, but never bans by itself.
Approve removes the role again
When the appeal is approved, the role must go, the person's old roles come back, and the applicant be told. Make it one click, so it is not forgotten.
Under Settings → "Roles from the ticket" there is a button, "Set up ban and unban in one go". It creates the role and the category if they are missing, and makes sure that Approve in an appeal removes the role again.
Keep the history
When the same person appeals again in three months, staff must be able to see what happened last time: when, for how long, who gave the ban, and why. Without a history every case starts from scratch.
The user card in Ticket System shows earlier bans and warnings, and the transcript from the old appeal is under Tickets on the dashboard.