Tickets: Settings, Flow and How to Use Them

With the ticket system, members open a private channel with one click that only they and your support team can see. The team can claim a ticket, set its priority, comment internally and close it. When a ticket is closed, Kage saves a transcript and the member can rate the support.

This page is the reference: every setting, every step of the flow, every button and every message. For a short setup walkthrough, see the guide Setting up a Discord ticket system.

Requirements

• Access to the module: You sign in to the dashboard with Discord and need the Manage Server permission for the Tickets module (or access that a server admin has granted you).
• A category in Discord: Kage creates the ticket channels in it. Kage needs the permissions View Channel, Manage Channels and Send Messages in this category. If a category rule denies one of them, the dashboard reports it as a problem of the module (and Monitoring reports it in Discord) instead of failing only when a ticket is opened.
• Support roles: At least one role whose members handle the tickets. Without a support role, only people with Manage Server see the tickets.
• A channel for the panel: In the channel where the panel should appear, Kage needs Send Messages and Embed Links.
• Optionally a log channel for transcripts.

How a ticket works

Opening a ticket

1. A member clicks Create ticket (shown as "Ticket erstellen" on panels posted from the dashboard) on the panel.
2. If the ticket system is off, Kage replies that it is not active. If no category is set or it no longer exists, Kage reports that too.
3. Each member can have only one open ticket at a time. If there is one already, Kage points to it.
4. Kage creates a text channel named ticket-<name> in the chosen category. The name is the username in lowercase, letters and digits only, at most 20 characters.
5. Kage sets the channel permissions like this: @everyone cannot see the channel. The creator and all support roles can see it, write and read the history. Kage grants itself the permissions it needs.
6. Kage posts a message in the channel that mentions the creator and all support roles. The embed shows "Created by", "Claimed by" and "Priority" and carries the Close button.
7. The team controls are placed in a private thread called "🔒 staff-controls" inside the ticket channel. Members of the support roles are invited to it. This way the creator does not see the team buttons.
8. Every member of the support roles additionally gets a direct message about the new ticket. Bots and the creator are excluded, and people who do not allow direct messages receive none.
9. The creator gets a reply that only they can see: "✅ Your ticket was created: #channel".

Working on a ticket

The team is anyone with one of the support roles or the Manage Server permission. The creator is not part of it automatically. The team panel in the thread offers:

• Claim: Take over the ticket. The "Claimed by" field then shows the team member.
• Transfer ticket to…: Hand the ticket to another member.
• Set priority…: Set the priority to Low, Medium, High or Urgent. New tickets start at Medium.
• Internal note: Add an internal note (at most 1000 characters, visible to the team only).
• Show notes: Show the last 20 notes, visible only to you.

When one of these actions is done from the thread, Kage also writes a short status line in the ticket channel so the creator can see that something happened. Kage records the first reply of a team member for the response-time evaluation in the Control Center.

Closing a ticket

1. The Close button in the ticket channel works for the team and for the creator.
2. Kage saves a transcript (see below), marks the ticket as closed and removes the creator's permission to write.
3. If a transcript log channel is set, Kage posts "🎫 Ticket name closed by @member" there together with the transcript file.
4. The creator gets a direct message with a rating request.
5. After 5 seconds, Kage deletes the ticket channel including its thread. The transcript and the rating are kept and appear in the dashboard.
6. If deleting fails, for example because of missing permissions, the channel stays. It then shows the Reopen and Delete permanently buttons.

Reopening and deleting permanently

These buttons exist only if the channel survived closing, and only for the team. Reopen sets the ticket back to open and gives the creator the permission to write again. Delete permanently deletes the channel. A channel that has already been deleted cannot be reopened. The creator then opens a new ticket.

Rating

The direct message after closing contains five buttons with 1 to 5 stars. Rating is optional. There are only the stars, no free text. The average appears in the dashboard statistics.

Transcripts

• The transcript is a text file transcript-<channel name>.txt. Each line has the form [date time] name: text.
• It contains at most the last 500 messages of the ticket. Attachments appear only as a link in the transcript, the files themselves are not copied.
• The transcript is also stored and can be opened in the dashboard in the ticket history, together with the internal notes.

Settings at a glance

You find them in the dashboard under Tickets in the Configuration tab.

Good to know:

• Post panel does not switch the ticket system on. Switch it on with "Ticket system active" and save, otherwise the button replies that the system is not active.
• A panel cannot be changed after posting. Post panel always creates an additional panel message, older ones stay and keep working. Delete panel messages you no longer want in Discord by hand.
• The button of the panel message posted from the dashboard is labelled "Ticket erstellen" (German).

Buttons at a glance

There are no slash commands for tickets. Everything runs through the dashboard and these buttons. The labels of the buttons in the ticket channel are currently in English.

Messages

Kage sends these replies in the language of the person's Discord client (English or German), visible only to them.

Statistics and history in the dashboard

In the Configuration tab under "Statistics", the dashboard shows the number of all, open and closed tickets, the average rating and the average resolution time of closed tickets, plus a breakdown per team member. The ticket list can be filtered by open and closed. For each ticket there is the transcript with message history and internal notes. The Logs tab shows when tickets were opened and closed.

Checking the result

1. Settings: In the dashboard, check that "Ticket system active" is on and that category and support team are selected.
2. Practical test: Open a ticket with an account that has no support role. It should see only its own ticket channel. A team member should additionally see the "staff-controls" thread.
3. Roles: Check that the support roles are mentioned and receive a direct message.
4. Closing: Close the ticket. The transcript should appear in the log channel and in the dashboard, and the creator should receive the rating message.

Troubleshooting

The button replies that the ticket system is not active

The module is switched off. "Post panel" does not switch it on. Turn on "Ticket system active" and save.

No ticket channel is created

Check that a category is selected and still exists. Give Kage the permissions View Channel, Manage Channels and Send Messages in that category. In the dashboard the module shows a missing category permission as a problem with a fix hint.

The team does not see the tickets

Enter the roles in the "Support team" field and save. New tickets get their permissions when they are created, tickets that are already open keep the old permissions.

The team buttons are in the ticket channel instead of the thread

If Kage cannot create the private thread, for example because of missing permissions, it shows the team panel directly in the ticket channel. Clicks from people without a team role are still rejected. Check Kage's permissions in the ticket channel.

No transcript appears in the log channel

Check that a transcript log channel is set and that Kage may Send Messages and Attach Files there. The transcript can always be opened in the dashboard.

The ticket channel stays after closing

Kage could not delete the channel, usually because of missing permissions. Give Kage Manage Channels or delete the channel with Delete permanently.

The creator or the team gets no direct message

Direct messages from server members must be allowed in the person's Discord settings. Kage does not stop in this case, the message is simply skipped.

The panel appears twice in the channel

Each Post panel creates a new message. Delete the extra ones in Discord.

Further reading

You find all building blocks for support on the features page. How to work with transcripts is described in the guide Ticket transcripts.