Tickets
The ticket module for your Discord server. Categories with their own roles and questions, panels, claim and transfer, transcripts as a link and statistics.
4 min read
Tickets give your members a private place to talk to your team: questions, unban help, bug reports or anything else you want to handle one by one. Members open a ticket from a panel in your server, answer a few questions, and your team works on it in a private thread or channel. Everything is set up in the dashboard, there is no setup command in Discord.
Turn tickets on
- Open Settings > Tickets in the dashboard.
- Switch on Tickets.
- Pick a log channel where the bot posts when a ticket is opened, claimed and closed.
- Add at least one category and one panel (see below), then save.
Where tickets open, the bot needs the Discord permissions to manage channels and to create private threads. Keep the permissions from the invite and it has them.
Categories
A category is one kind of ticket, for example "Unban help" or "Report a bug". You can add up to 25. Each category has:
| Setting | What it does |
|---|---|
| Name, emoji and description | What members see in the panel |
| Team roles | Who sees and answers these tickets |
| Ping roles | Who gets mentioned when a ticket opens |
| Questions | Up to 5 fields members fill in before the ticket opens |
| Where tickets open | A private thread in a channel, or its own channel in a Discord category |
| Name pattern | For example ticket-{number} or {category}-{user} |
| Open tickets per member | How many tickets one member may have open at the same time (1 by default) |
| On or off | Hide a category without deleting it |
The order of the categories is the order in the panel.
Panels
A panel is the message with the buttons or the select menu members use to open a ticket.
- Under Panels, choose the channel, a title, a text and an optional image.
- Choose buttons (good for up to five categories) or a select menu (up to 25).
- Pick the categories the panel offers. The preview shows how it looks in Discord.
- Post it. When you change the panel later, the bot edits the same message.
You can have up to 10 panels, for example one in your support channel and one in your appeals channel.
Working on a ticket
Inside a ticket your team has buttons for everything:
- Claim shows the team who is on it, so two people don't answer at the same time.
- Transfer hands the ticket to another team member or moves it to another category.
- Add or remove a member, for example a second player who was part of the problem.
- Priority from low to urgent.
- Close with a reason. Closed tickets can be reopened for 24 hours, then the thread or channel is removed.
If the member who opened the ticket has verified with Modhelm, your team sees their Roblox account, their priors and their open reports on this server in a message only the team can see.
Inactivity and ratings
You can let Modhelm remind a member after some hours without an answer and close the ticket after a longer time. Both are off until you set them. After closing, the member can rate the help with 1 to 5 stars if you switch ratings on.
Transcripts
When a ticket is closed, Modhelm saves the whole conversation, including images and videos, as a transcript. It is never posted as a file in Discord. Instead the log channel gets a link to the dashboard page of the ticket.
- Only members with one of the category's team roles and the admins of your server can open a transcript.
- Transcripts are kept for 90 days by default. You can choose between 7 and 365 days in the ticket settings.
- If you switch on the transcript copy by direct message, the member who opened the ticket gets a private link to the transcript.
The ticket list and statistics
Tickets in the dashboard sidebar lists every ticket with filters for open, claimed and closed tickets, the category and the team member. Each ticket shows its history (who claimed, transferred and closed it) and the transcript. The statistics show how many tickets came in, how fast your team answered for the first time and the average rating.