How do I set up the ticket system?

The help desk your members open tickets from. They tap a button in Discord, a private channel opens between them and your staff, and the conversation can be saved when it closes. It all lives on one screen now: the Tickets tab of the Moderation Hub — five cards, top to bottom, each with its own save

Updated 19 days ago

Short answer

The help desk your members open tickets from. They tap a button in Discord, a private channel opens between them and your staff, and the conversation can be saved when it closes. It all lives on one screen now: the Tickets tab of the Moderation Hub — five cards, top to bottom, each with its own save button.

Where to find it

On the website: press Moderation in the sidebar, then open the Tickets tab.

On your phone: More → Moderation, then pick Tickets from the Choose a section dropdown at the top of the page.

What it does

Every league ends up with the same problem: rule disputes, trade complaints and "can I get my team back" arriving in your direct messages, one commissioner at a time, with no record afterwards.

A ticket turns that into a private channel your whole staff can see, with a number on it, that gets saved and filed when it is done. Nothing is buried in one person's inbox.

The five cards, in order

  • Tickets — the on-off switch and the settings: where ticket channels are created, who answers them, where activity is logged, and a Fine-Tuning section for the rest. Each of the things it posts has its own switch too — Log Ticket Activity for opens and claims, Post A Closing Summary for the closing card — so you can keep a channel set and silence one output without touching the other.
  • Ticket Types — the reasons somebody can open a ticket. Each type becomes a button members choose from.
  • The Ticket Button Post — the wording and look of the message members tap in Discord.
  • Put The Buttons In Discord — where you actually post that message, and the button that redraws it.
  • Open Right Now — every ticket open at this moment, with a link into each one.

Setting it up for the first time

  1. On the Tickets card, turn on Let Members Open Tickets, pick Where Tickets Are Created and Where Ticket Activity Is Logged, and press Save Ticket Settings.
  2. On the Ticket Types card, press Add A Ticket Type, give it a name and a short description, and press Save Ticket Types. Most leagues start with two or three types.
  3. On The Ticket Button Post card, write the heading and wording, then press Save The Button Post.
  4. On the Put The Buttons In Discord card, pick a channel and press Post The Buttons.
  5. Open a test ticket yourself in Discord and close it with the Close Ticket button inside it.

The order matters: you need at least one ticket type turned on before the buttons can be posted — the page will tell you to add one first if you try.

After the buttons are posted

You do not post them again when something changes. Saving the Ticket Types card or The Ticket Button Post card updates the message already sitting in Discord. If it ever looks stale, Refresh The Buttons on the Put The Buttons In Discord card redraws it on the spot.

What happens when a ticket closes

The channel usually disappears, and people assume something has been lost. It has not:

  1. With Save A Copy When Closed on — it starts on — the conversation is saved, up to roughly five hundred messages, and a link to it is posted in the ticket channel. With it off, this step is skipped.
  2. A closing card goes to the channel you chose under Where The Closing Summary Posts, or to the ticket activity channel if you left that blank. When a copy was saved, the card carries the link.
  3. The person who opened the ticket is sent the same card privately, so they keep their own copy.
  4. Then the channel goes one of two ways. Normally it is deleted about ten seconds later. But if you picked a folder under Where Closed Tickets Are Filed on the Tickets card, it is kept instead: renamed to closed- followed by its number, moved under that folder, and locked so nobody can post — the person who opened it loses access too.

The saved conversation stays available at its link afterwards, whatever happens to the channel.

Most tickets close when somebody presses Close Ticket in the channel, but they can also close themselves: set Close Quiet Tickets After (Hours) on the Tickets card and a quiet ticket gets a warning, then closes exactly the same way — the details are in the ticket settings article.

Common problems

  • The post has no buttons on it. No ticket types are set up, or all of them are hidden. Add one on the Ticket Types card and press Save Ticket Types.
  • Members tap a button and are told tickets are closed. Let Members Open Tickets on the Tickets card is off.
  • Nothing happens when someone taps a button. The bot needs permission in Discord to create channels in the folder you chose. Check the folder still exists.
  • A member says they cannot open another one. They are at the limit set under Fine-Tuning — the usual limit is three at a time. One has to close first.
  • I can't see this tab. Tickets live in the Moderation Hub, and the league owner controls who sees what under Front Office → League Access.

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