Ticket system
Give members a private channel with your staff. Set up ticket categories, staff roles, pings, a ticket button and logs, and see who can close or delete.
On this page
- Before you start
- Set it up
- Settings explained
- Ticket settings
- Ticket categories
- Staff roles on every ticket
- Commands
- Who can do what
- Placeholders
- Examples
- Premium
- Troubleshooting
- "I was not able to create your ticket. The owner of this server has been notified."
- Staff can't see new tickets
- Members don't get a category menu
- "Only ticket staff can use that button."
- Nothing appears in the ticket log channel
- The member says they didn't get the "Ticket Closed" DM
- Related
Tickets give every member a private line to your staff. A member runs /ticket (or clicks a
ticket button), describes the problem, and Buddy creates a channel only they and your staff can
see. When it's sorted, staff close it, and Buddy saves a transcript.
Before you start#
Buddy puts every ticket in a channel category called TICKETS. If it doesn't exist, Buddy
creates it the first time someone opens a ticket. Each ticket channel is named after the member,
like 🎫-alex, and is hidden from @everyone.
Set it up#
It's under Tickets & applications in the sidebar.
In Ticket settings, pick a staff-only Ticket log channel. Buddy posts here when tickets are opened, closed, reopened and deleted.
Switch on Ping a staff role when a ticket is opened and choose a Default role to ping.
Click Save ticket settings.
In Staff roles on every ticket, pick a role under Ticket Role and click Add. Repeat for each staff role. Without one, only server administrators can see tickets.
In Ticket categories, fill in a Name, Short description, an Automatic first reply and a Notify role, then click Add category. Switch on Ask members to pick a category in Ticket settings and save again.
In the channel where members should open tickets, run /setup and choose Create Ticket Embed with Button. Type the text for the panel and submit.
Settings explained#
Ticket settings#
| Setting | What it does | Default |
|---|---|---|
| Ticket log channel | Where Buddy logs new, closed, reopened and deleted tickets. | None |
| Ask members to pick a category | Members choose one of your enabled categories before describing their issue. | Off |
| Ping a staff role when a ticket is opened | Pings a role in each new ticket and gives that role access to it. A category's own Notify role is pinged instead when it has one. | Off |
| Default role to ping | The role pinged when the setting above is on and the category has no notify role. | None |
| Add an AI summary to ticket logs | Adds a short AI summary of the ticket to the log when it's closed or deleted. | Off |
To write the summary, Buddy sends the members' messages from the ticket to its AI provider. Leave this off if your tickets contain anything you don't want processed that way.
Ticket categories#
| Setting | What it does | Default |
|---|---|---|
| Name | The category members pick, such as "Billing" (up to 80 characters). | — |
| Short description | One line shown under the name in the menu (up to 50 characters). | — |
| Automatic first reply | A message Buddy posts in the new ticket, like "Please include your order ID" (up to 2000 characters). Supports placeholders. | Empty |
| Notify role | Pinged when a ticket in this category is opened, and given access to it. | None |
| Enabled | Hide a category from the menu without deleting it. | On |
Use the arrow buttons in the Order column to change the order members see. Edit opens the category to change it, and the trash button deletes it. The menu shows up to 25 categories.
Staff roles on every ticket#
Every role you add here can see and reply in every ticket channel Buddy creates.
Commands#
/ticket EveryoneCreate a new ticket with staff.
Anyone can use /ticket unless you limit it with command roles.
Members can only have one open ticket at a time. If they try to open another, Buddy points
them to the one they already have.
Who can do what#
The opening message in each ticket has the ticket buttons.
| Button | Who can use it | What it does |
|---|---|---|
| 🔒 Close | The member who opened it, and staff | Removes the member's access, DMs them that the ticket was closed, saves the transcript and logs it. |
| 🔒 Close with Reason | The member who opened it, and staff | Same as Close, but asks for a reason that's included in the DM and the log. |
| 📝 Transcript | Staff | Saves the transcript now and logs it. Appears after a ticket is closed. |
| 🔓 Reopen | Staff | Gives the member access again and pings them. |
| 🗑️ Delete | Staff | Saves the transcript, logs it and deletes the channel for good. |
Staff means anyone with Administrator or Manage Channels, any of your Staff roles on every ticket, your Default role to ping, or a role that was given access to that ticket (like its category's notify role).
Placeholders#
Use these in a category's Automatic first reply. The dashboard has buttons that insert them.
| Placeholder | Becomes |
|---|---|
{user} | A mention of the member who opened the ticket |
{server} | Your server's name |
{everyone} | An @everyone ping |
{role:ROLE_ID} | A mention of a role, e.g. {role:123456789012345678} |
{user:USER_ID} | A mention of a user by ID |
{channel:CHANNEL_ID} | A link to a channel by ID |
Examples#
An automatic first reply for a "Billing" category:
Thanks {user}! A member of our billing team will be with you soon. Please share your order ID and the email you used to pay.What the member sees in their new ticket channel:
@Alex your ticket has been created.
@Billing Team user has created a new ticket.
🔒 Close 🔒 Close with Reason
The ticket panel you get from /setup → Create Ticket Embed with Button:
🎫 Create Ticket
You can also add a ticket opener button to your welcome messages with the Components style.
Premium#
The free plan includes up to 5 ticket categories. Premium plans raise that limit. The dashboard shows how many you've used. See plan limits.
Troubleshooting#
"I was not able to create your ticket. The owner of this server has been notified."#
Buddy is missing Manage Channels. Give Buddy's role that permission (and Manage Roles), then try again.
Staff can't see new tickets#
Add their role under Staff roles on every ticket, or give the category a Notify role. Roles you add only apply to tickets opened afterwards.
Members don't get a category menu#
Switch on Ask members to pick a category, save, and make sure at least one category is Enabled.
"Only ticket staff can use that button."#
The member who opened the ticket can only close it. Reopening, saving a transcript and deleting are for staff.
Nothing appears in the ticket log channel#
Pick a Ticket log channel and save. Buddy needs Send Messages and Embed Links there. Transcripts are saved either way.
The member says they didn't get the "Ticket Closed" DM#
They have DMs from server members turned off. The ticket message notes when a DM couldn't be sent.