Support tickets are a Pro feature for labels that want a private help desk inside Discord. The public side is simple: users click a button and fill out a short form. The staff side stays private in the channel you choose.
How tickets work
- Staff chooses a private ticket channel.
- Staff posts a public ticket panel.
- A user clicks Open Ticket and fills out the form.
- LabelUtils posts the ticket card in the private staff channel.
- Staff can resolve the ticket or DM the user from the card.
The submitter cannot see the staff ticket card or staff discussion thread. They only receive a confirmation that the ticket was opened.
Setup
Set the private staff ticket channel:
/ticket_channel channel:#staff-ticketsPost the public ticket panel:
/ticket_panel channel:#supportUsers click the button on that panel to open tickets.
Staff actions
Ticket cards include:
- Resolved: marks the ticket as resolved.
- DM: sends a message to the user through LabelUtils.
When staff uses the DM button, the user's direct reply to that bot message is forwarded back into the matching ticket thread.
Ticket commands
| Command | Description |
|---|---|
/ticket_channel channel:<channel> | Set the private staff channel where ticket cards appear. |
/ticket_panel channel:<channel> | Post the public button panel users click to open tickets. |
/tickets status:<optional> | List recent support tickets. |
/ticket_set ticket_id:<id> new_status:<status> | Update a support ticket status. |
Available ticket statuses:
- Open
- Waiting
- Answered
- Resolved
Best practices
- Keep the staff ticket channel private.
- Use the DM button instead of manually messaging users, so replies return to the correct thread.
- Resolve tickets when the issue is finished.
- Use clear subject lines so staff can scan tickets quickly.