Community & management
Support tickets
Give your members real support: they open a ticket in one click from a panel, your staff takes it on, and everything is archived as a transcript. The full configuration happens in the Tickets tab of the The web dashboard.
By the Ganyu team Updated on
For members
On most servers, tickets are opened by clicking a button on a panel posted by staff — no command to learn. If the category has a form, a window appears to gather the information before opening.
/ticket open <category> Opens a ticket in the chosen category.
/ticket close [reason] Closes the current ticket.
For staff
/ticket claim Claims the ticket (assigns it to the staff member).
/ticket unclaim Releases a previously claimed ticket.
/ticket add <user> Adds a member to the ticket conversation.
/ticket remove <user> Removes a member from the ticket.
/ticket escalate [category] Escalates the ticket to another category / support team.
/ticket panel-post <panel> [channel] Posts an open-a-ticket panel. With no channel specified, it's posted in the current channel.
Tip — Enable auto-claim on the first staff message in the configuration: the first responder is assigned without having to type /ticket claim.
Categories and forms
Each ticket category (up to 20) has its name, description, emoji, a channel name template, a default priority (low, normal, high, urgent), its support roles and an escalation role.
A category can require a form (up to 10 fields) filled in before opening: short/long text fields, choice lists or numeric fields, with min/max length, a validation regular expression and whether it's mandatory or not.
Open-a-ticket panels
A panel (up to 10) is a message with buttons, one button per offered category. You customize the title, the description, the embed color and the icon. Each button has its own label and emoji, and points to a category.
Panels are composed visually in the dashboard, then published with /ticket panel-post or directly from the web interface.
Workflow and closing
Tune the overall behavior: tickets in a channel or a thread, a reason prompt or modal on closing, automatic channel deletion after a delay (up to 14 days), caps on open tickets per member (global and per category) and an opening cooldown (up to 24h).
You also define the default support roles, the admin roles, the roles allowed to be added as participants and the escalation rules between categories.
| Limit | FREE | PREMIUM | PRO |
|---|---|---|---|
| Tickets open at once | 15 | 50 | 1000 |
| Ticket categories | 20 | 40 | 200 |
| Ticket panels | 10 | 25 | 100 |
Transcripts
Each closed ticket can generate a transcript of the whole conversation, in HTML or Markdown format. Transcripts are encrypted at rest and browsable via the The web dashboard — handy for disputes, training and quality follow-up.
Tip — A dedicated log channel can receive a summary at every event (opening, claim, escalation, closing) with the link to the transcript.
Frequently asked questions
Do I need commands to open a ticket?
No. The simplest way is to click the button on a panel posted by staff. The /ticket open <category> command is still available for those who prefer it.
Can I ask for information before opening?
Yes. Add a form to the category: up to 10 fields (text, choice, number) with validation by length or regular expression. The window appears before the ticket is created.
Can tickets be threads instead of channels?
Yes. channel mode creates a dedicated channel, thread mode creates a thread. The choice is made in the configuration workflow.
What happens to a closed ticket?
It can generate an encrypted transcript (HTML or Markdown) browsable in the dashboard, then be deleted automatically after a configurable delay, or kept.
How do I assign a ticket to a staff member?
With /ticket claim (and /ticket unclaim to release it), or automatically on the first staff message if you enable that option.
How many categories, panels and tickets can I have?
20 categories, 10 panels and 15 simultaneously open tickets on FREE. PREMIUM raises that to 40 categories, 25 panels and 50 tickets. PRO raises it to 200 categories, 100 panels and 1,000 tickets.
How do I create and publish a ticket panel?
Build the panel in the Tickets tab of the The web dashboard, then publish it with /ticket panel-post <panel> [channel]. Every category on the panel becomes a button members click to open their ticket.
Can I run several support teams?
Yes. Each category has its own support roles and its own escalation role, with a priority from low to urgent. /ticket escalate hands a ticket to the higher team without closing it.
How do I add someone to an open ticket?
/ticket add <user> grants access to the current ticket and /ticket remove <user> revokes it. /ticket claim lets a support member take ownership of the ticket and /ticket unclaim releases it.
Are ticket transcripts secure?
Yes. Every close produces a transcript in HTML or Markdown, encrypted at rest and readable from the dashboard. The channel can be deleted automatically after a delay of up to 14 days.
How do I prevent ticket spam?
Three guardrails combine: a cap on open tickets per member, a cooldown between two openings adjustable up to 24 hours, and a form of up to 10 fields with minimum and maximum lengths and regular-expression validation.
Sources and official documentation
Community & management
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