Tickets

Build a production-ready support flow with panel buttons, categories, forms, staff routing, and transcripts.

Quick setup path

Enable tickets and set mode, log, transcript, and staff roles.
Create one panel and at least one category.
Add modal questions for better triage.
Post panel and test open/close/transcript flow.

Always test with a non-staff account before announcing tickets to your community.

Panel and category model

Think in layers: panel message - category button - optional form questions - routed staff role. Keep category names user-friendly (for example: support, billing, reports).

One panel can have multiple categories.
Each category can mention a different staff role.
Use transcript and log channels that only trusted staff can view.

Role and channel mapping best practices

Keep ticket panel in a public channel, but transcripts in private staff channels.
Map each category to the narrowest responsible role.
Use short required questions to reduce back-and-forth.
Review transcript retention policy monthly.

Do not post private IDs publicly. Keep channel and role identifiers in staff-only setup notes.

Troubleshooting

Panel click does nothing: verify bot can send messages and create threads/channels.
Wrong team pinged: re-check staff role mapping on category config.
No transcript: confirm transcript channel permissions and ticket close action.