How do I change the ticket settings?
On the Tickets card — the first card on the Tickets tab of the Moderation Hub. It holds the master switch, where ticket channels land in Discord, who answers them, and a Fine-Tuning section for the rest. Press Save Ticket Settings at the bottom of the card when you are done. The whole ticket system,
Short answer
On the Tickets card — the first card on the Tickets tab of the Moderation Hub. It holds the master switch, where ticket channels land in Discord, who answers them, and a Fine-Tuning section for the rest. Press Save Ticket Settings at the bottom of the card when you are done.
The whole ticket system, card by card, is in the ticket system article.
Where to find it
On the website: press Moderation in the sidebar, then open the Tickets tab. The settings are the first card.
On your phone: More → Moderation, then pick Tickets from the Choose a section dropdown.
The master switch
Let Members Open Tickets is the on-off for the whole feature. Turned off, the buttons in Discord stop working — anyone who taps one is told tickets are closed, and nothing new is created.
It does not close tickets that are already open. Those carry on as normal, which is what you want if you are shutting the desk overnight rather than shutting it down.
The settings, one by one
- Save A Copy When Closed — on to start with. On, the conversation is saved when a ticket closes — up to roughly five hundred messages — and linked from the closing card. Off, nothing is saved: the closing card still posts and the person who opened the ticket still gets their private note, just without a link to the conversation.
- Where Tickets Are Created — the Discord folder new ticket channels appear in. Leave it on Anywhere — no folder and they sit loose at the top of your server, which gets messy fast. A ticket type can send its own tickets somewhere else instead.
- Who Answers Tickets — your staff. Anybody with one of these roles can see and reply to every ticket, on top of whatever roles you set per ticket type. With none picked, only commissioners can see tickets.
- Where Ticket Activity Is Logged — the running record. A one-line note lands here when a ticket opens and when somebody claims one, and the closing card lands here when a ticket ends: the ticket number, who opened it, who closed it, the reason, and — with copies on — a link to the saved conversation.
- Log Ticket Activity — on unless you turn it off. Off, opens and claims go unrecorded and nothing new lands in the activity channel. It does not close the desk: members can still open tickets, your staff can still claim and answer them, and the channel above stays saved.
Under Fine-Tuning:
- Tickets One Member May Have — three unless you change it, up to twenty-five. At the limit, they cannot open another until one closes.
- Close Quiet Tickets After (Hours) — zero, the starting value, means no ticket ever closes itself. Put a number in and quiet tickets close on their own: about halfway through the quiet spell — and never with less than an hour's notice — the bot posts a warning in the ticket that pings whoever opened it. Any reply restarts the clock. If the warning goes unanswered, the ticket closes the normal way: same saved copy, same closing card, same private note to the opener. The bot checks roughly every half hour, so the timing is approximate.
- Ticket Channel Name — put
{num}where you want the ticket number, or{username}for whoever opened it. - Where Closed Tickets Are Filed — pick a Discord folder here and closed tickets are kept instead of deleted: the channel is renamed to closed- followed by its number, moved under that folder, and locked so nobody can post in it — the person who opened it loses access too. Leave it on Delete them instead and the channel is removed about ten seconds after it closes.
- Where The Closing Summary Posts — send the closing card somewhere other than the activity channel. Leave it blank and, while Post A Closing Summary is on, it goes to the activity channel instead.
- Post A Closing Summary — on unless you turn it off. Off, no closing card is posted anywhere: not to the channel above, not to the activity channel. The person who opened the ticket still gets their own copy privately, so nobody is left without a record of their own ticket.
Common problems
- The folder picker says there are no folders. Discord folders are what Discord calls categories. Make one in Discord and it appears here.
- The roles picker says it cannot read your roles. Reload the page. Your saved choices are kept — nothing is wiped — but you cannot change them until it can read the list.
- Ticket channels disappear when they close. That is the standard ending. If you would rather keep them, pick a folder under Where Closed Tickets Are Filed and they are filed there instead. Either way the conversation is saved and linked first — as long as Save A Copy When Closed is on — and the person who opened it gets a copy privately.
- A ticket got a "this will close on its own" warning nobody asked for. That is Close Quiet Tickets After (Hours) doing its job. Any reply in the ticket keeps it open; set the number back to zero if you never want tickets closing themselves.
- Nothing is showing up in my activity channel. Opens, claims and closes should all appear there. Check Log Ticket Activity is on, then check the channel is still one the bot can post in. If it is only the closing cards that are missing, that is Post A Closing Summary.
- I turned it off and open tickets are still there. Correct. The switch stops new ones; it does not close what is already running.
- Someone says they never got their copy. The private message only lands if they accept messages from the server. The copy is still in your activity channel — send them the link.