> For the complete documentation index, see [llms.txt](https://acoservice.gitbook.io/acoservice-documentation/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://acoservice.gitbook.io/acoservice-documentation/discord-integration/tickets.md).

# Support tickets

A private channel between one member and your staff, opened on demand.

A ticket is a private channel in your Discord server. Only the member who opened it and your support staff can see it. When it is closed, a transcript is filed and the channel goes away.

Tickets are **off by default**. Turn them on in the [feature flags](/acoservice-documentation/setting-up-your-tenant/feature-flags.md) for your tenant.

## Setting it up

Four steps, in this order. The third one is the one people skip.

**1. Post the panel**

```
/support panel
```

Run it in the channel you want the buttons in — usually a read-only `#open-a-ticket`. It posts a message with three buttons: Billing, Technical, Something else.

**2. Choose where transcripts go**

```
/support transcripts #ticket-logs
```

Pick a channel only staff can read. Transcripts contain whatever was said in the ticket.

**3. Say who your staff are**

```
/support staff-role add @Support
```

{% hint style="danger" %}
**Until you do this, only server administrators can see tickets.** Your moderators will not, and Discord gives no sign that anything is wrong — the ticket opens, the member writes into it, and nobody answers.

`/support panel` and every ticket opened without a staff role warn you about this. `/support status` will tell you at any time.
{% endhint %}

You can add more than one role. Members holding **Manage Server** count as staff whether or not they hold a configured role.

**4. Check your work**

```
/support status
```

Shows both feature flags, your staff roles, all three channels, and how many tickets are open. Anything not set, or set to something that no longer exists, is flagged.

## Opening a ticket

Members press a button on the panel, or run:

```
/ticket topic:Billing
```

They get one open ticket **per topic** — an open billing ticket does not stop them reporting a bug.

Staff can open a ticket on someone's behalf:

```
/ticket topic:Billing user:@member
```

The channel says who opened it. The member has to be in the server; a ticket for someone who is not would be invisible to them, so the bot refuses instead of opening a dead channel.

## Closing a ticket

Press **Close ticket** in the channel, or run `/close`. Staff and the member who opened it can both close.

What happens:

1. A transcript of the whole channel is generated.
2. It is posted to your transcript channel with who closed it and when.
3. The channel is deleted ten seconds later.

{% hint style="info" %}
**If the transcript cannot be posted, the channel is not deleted.** With no transcript channel configured — or if the file is too large, or the bot cannot attach files there — the ticket is closed and locked instead, renamed `closed-004`, and the reason is said out loud in the channel.

Deleting the only copy of a support conversation because a setting was missing is not something that should happen quietly.
{% endhint %}

## Numbering

Tickets are numbered per server, starting at 1. Your numbering is yours; it does not move when another ACO opens a ticket.

Numbers are never reused. A gap means a ticket failed to open after its number was reserved.

## What the bot needs

**Manage Channels**, to create the ticket channel and the `🎫｜Tickets` category on first use. Without it, `/ticket` says so rather than failing silently.

If the ticket category hits Discord's 50-channel limit, new tickets are refused with that as the reason. Close some.

## Permissions on an existing ticket

Adding or removing a staff role changes **new** tickets. Channels that already exist keep the permissions they were created with — Discord does not retroactively rewrite channel overwrites, and quietly rewriting a live support channel is not something to do behind someone's back. Adjust an open ticket in its own channel settings if you need to.


---

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