Support

Ticket System

Set up a professional support ticket system for your server. Create ticket panels, manage categories, and keep transcripts of all conversations.

Overview

Natsumi's ticket system allows server members to create private support channels where they can get help from your staff team. Each ticket is a dedicated channel visible only to the ticket creator and staff members.

Customizable ticket panels with buttons
Multiple ticket categories
Staff role configuration
Automatic transcripts on close
Claim and transfer tickets
User clicks button
→
Channel created
→
Support provided
→
Transcript saved

Ticket Panels

Ticket panels are embedded messages with buttons that users click to create tickets. You can customize the appearance and have multiple panels for different purposes.

Creating a Panel

Use the dashboard for the easiest setup, or use the command:

Create Panel Command
/ticket panel create #channel

Customizing Panels

You can customize various aspects of the panel:

Title

The heading of the embed message

Description

Instructions for users

Color

Embed sidebar color

Button Text

Label on the button

Button Emoji

Icon next to button text

Image

Optional panel image

Panel Preview

🎫 Support Tickets

Need help? Click the button below to create a support ticket. Our team will assist you as soon as possible!

Please don't create tickets for general questions - use our help channels instead.

Ticket Categories

Create multiple ticket categories for different types of requests. Each category can have its own staff team and settings.

Example Categories

💬

General Support

General questions and help requests

🛒

Purchase Support

Issues with purchases or payments

🐛

Bug Reports

Report bugs and issues

⚠️

User Reports

Report rule violations

Creating Categories

Add Category
/ticket category add <name> [emoji] [description]
Pro Tip

When using multiple categories, the user will be prompted to select one when opening a ticket.

Staff Setup

Configure which roles have access to view and manage tickets. You can set global staff roles or per-category staff.

Adding Staff Roles

Add Staff Role
/ticket staff add @role

Staff Permissions

View Tickets

See all open tickets

Claim Tickets

Take ownership of tickets

Close Tickets

Close and archive tickets

Manage Settings

Configure ticket system

Managing Tickets

Once tickets are created, staff can manage them using various actions available through buttons or commands.

Ticket Actions

/ticket claim

Claim a ticket to indicate you're handling it. The ticket will show your name as the assigned staff member.

/ticket transfer @staff

Transfer the ticket to another staff member if needed.

/ticket add @user

Add another user to the ticket so they can view and participate.

/ticket remove @user

Remove a user from the ticket (except the original creator).

/ticket rename <name>

Change the ticket channel name for better organization.

/ticket close [reason]

Close the ticket. A transcript will be generated automatically if enabled.

Button Controls

Most actions are also available as buttons in the ticket channel for quick access.

Transcripts

Transcripts are saved records of ticket conversations. They're useful for record-keeping, training, and resolving disputes.

Transcript Settings

Auto-save on close

Automatically generate a transcript when a ticket is closed.

Transcript channel

Where transcript messages are sent.

DM to user

Send a copy to the ticket creator.

Include images

Include attached images in the transcript.

Setting Up Transcripts

Set Transcript Channel
/ticket transcripts #channel

Transcripts are generated as HTML files that can be viewed in any web browser. They preserve formatting, embeds, and attachments.

All Ticket Commands

CommandDescription
/ticket panel createCreate a new ticket panel
/ticket panel editEdit an existing panel
/ticket category addAdd a ticket category
/ticket category removeRemove a category
/ticket staff addAdd a staff role
/ticket staff removeRemove a staff role
/ticket claimClaim a ticket
/ticket transferTransfer to another staff
/ticket addAdd user to ticket
/ticket removeRemove user from ticket
/ticket renameRename the ticket channel
/ticket closeClose the ticket
/ticket reopenReopen a closed ticket
/ticket transcriptsSet transcript channel