Tickets

Configure ticket system, categories, permissions, and automation

Introduction

The Tickets configuration file (tickets.json) manages your support ticket system including categories, permissions, questions, transcripts, and automation.

General Settings

send_transcript_to_ticket_creator

Type: Boolean

Send transcript copy to ticket creator.

send_transcript_to_ticket_creator: true

When true: User receives transcript when ticket closes When false: No transcript is sent to user

save_ticket_transcript_on_disk

Type: Boolean

Save transcripts to disk locally.

save_ticket_transcript_on_disk: true

When true: Transcripts saved to \logs\transcripts\ When false: No local save

update_permissions_on_move

Type: Boolean

Sync permissions when moving tickets.

update_permissions_on_move: true

When true: Permissions update to match new category when using /tmove When false: Permissions stay the same

ticket_channel_name

Type: String

Channel name format for tickets.

ticket_channel_name: "ticket-%random%"

Placeholders:

%random% - Random number
%creator% - Username
%created_total% - Total tickets created
%category% - Category name

Categories can override this with custom names.

ticket_transcript_message_limit

Type: Number

Maximum messages included in transcripts.

ticket_transcript_message_limit: 200

close_ticket_after_creator_left

Type: Boolean

Auto-close tickets when creator leaves server.

close_ticket_after_creator_left: true

ping_role_at_permission_update

Type: Boolean

Ping role when ticket is elevated/lowered.

ping_role_at_permission_update: false

When true: New permission level role is mentioned When false: No ping

ticket_creation_limit

Type: String

How many tickets users can create.

ticket_creation_limit: "CATEGORY"

Options:

"CATEGORY" - One ticket per category
"GLOBAL" - One ticket total across all categories
"NONE" - Unlimited tickets

Does not apply to applications.

enable_web_server

Type: Boolean

Upload transcripts to web server.

enable_web_server: true

When true: Transcripts uploaded and replaced with link When false: Transcripts sent as files

send_transcript_to_claimed_user

Type: Boolean

Send transcript to staff who claimed ticket.

send_transcript_to_claimed_user: false

send_plain_ticket_create_message

Type: Boolean

Use plain text instead of embed for ticket creation message.

send_plain_ticket_create_message: false

use_discord_category_permissions

Type: Boolean

Inherit Discord category permissions.

use_discord_category_permissions: false

When true: Uses Discord category permissions, ignores permission_level settings When false: Uses configured permission levels

generate_new_category_if_full

Type: Boolean

Auto-create new categories when full (50 channel limit).

generate_new_category_if_full: false

maximum_generated_categories

Type: Number

Maximum auto-generated categories.

maximum_generated_categories: 10

Only applies when generate_new_category_if_full is enabled.

all_roles_required_to_open

Type: Boolean

Whether all roles in required_role_to_open are needed.

all_roles_required_to_open: false

When true: User needs ALL configured roles When false: User needs only ONE of the configured roles

enable_ticket_rating_system

Type: Boolean

Enable rating system after ticket closure.

enable_ticket_rating_system: true

Ticket Categories

Type: Array of Objects

Define ticket types and their settings. Each category represents a different ticket type (e.g., General Support, Bug Reports, Appeals, etc.).

ticket_categories: [
    {
        category: "General Support",
        description: "Select to create a General ticket.",
        emoji: "❓",
        category_id: "833732233021751306",
        permission_level: 0,
        ticket_create_questions: "first_question_set",
        required_role_to_open: [],
        mention_roles: ["804354029076348959"],
        ticket_create_msg: "default",
    },
    {
        category: "Bug Report",
        description: "Report bugs or issues with the server.",
        emoji: "🐛",
        category_id: "833732304366338128",
        permission_level: 1,
        ticket_create_questions: "bug_questions",
        required_role_to_open: [],
        mention_roles: ["804354022612926515"],
        ticket_create_msg: "bug_template",
    },
    {
        category: "VIP Support",
        description: "Priority support for VIP members.",
        emoji: "⭐",
        category_id: "833732400000000000",
        permission_level: 0,
        ticket_create_questions: null,
        required_role_to_open: ["123456789012345678"], // VIP Role ID
        mention_roles: ["804354019455139900"],
        ticket_create_msg: "vip_template",
    },
]

category - Category name displayed in the ticket panel and channel description - Category description shown in panel dropdown/buttons emoji - Emoji for category button (use Discord emoji picker or custom emoji ID) category_id - Discord category ID where ticket channels will be created permission_level - Starting permission level (0 = lowest, higher numbers = more restricted) ticket_create_questions - Question set ID from question_list or null to skip questions required_role_to_open - Array of role IDs required to open this ticket type (empty array = anyone can open) mention_roles - Array of role IDs to ping when ticket is created (e.g., support team roles) ticket_create_msg - Message template ID from ticket_create_message section

Example Use Cases:

General Support: Open to everyone, low permission level, asks basic questions
Bug Report: Open to everyone, higher permission for developers, asks detailed bug info
VIP Support: Restricted to VIP role, pings senior staff, no questions needed
Appeals: Open to everyone, highest permission for admins, asks for appeal details

Permission Levels

Type: Array of Strings

Define ticket access hierarchy using Discord role IDs. This creates a tiered support system where higher-level staff can access lower-level tickets.

permission_levels: [
    "804354029076348959", // Level 0 - Helper/Support (lowest)
    "804354022612926515", // Level 1 - Moderator
    "804354019455139900", // Level 2 - Senior Moderator
    "804354017580810260", // Level 3 - Admin (highest)
]

How Permission Levels Work:

Position in Array: Index 0 is the lowest level, higher indexes = higher permission levels
Ticket Access: Staff with a role can see tickets at their level AND all levels below them
Starting Level: Tickets start at the permission_level set in their category
Escalation: Use /televate to increase level, /tlower to decrease level

Detailed Example:

Let's say you have these permission levels:

Level 0: Helper role (ID: 111111111111111111)
Level 1: Moderator role (ID: 222222222222222222)
Level 2: Admin role (ID: 333333333333333333)

Scenario 1 - General Support Ticket (permission_level: 0)

✅ Helpers can see it (they are level 0)
✅ Moderators can see it (level 1 can access level 0)
✅ Admins can see it (level 2 can access levels 0 and 1)

Scenario 2 - Bug Report Ticket (permission_level: 1)

❌ Helpers CANNOT see it (level 0 cannot access level 1)
✅ Moderators can see it (they are level 1)
✅ Admins can see it (level 2 can access level 1)

Scenario 3 - Ticket Elevated to Level 2

❌ Helpers CANNOT see it
❌ Moderators CANNOT see it
✅ Only Admins can see it (level 2)

Common Setup:

Level 0: Junior Support / Helpers
Level 1: Moderators / Regular Support
Level 2: Senior Moderators / Team Leads
Level 3: Administrators / Management

This allows tickets to start with helpers, then be escalated to mods, then admins if needed.

Ticket Create Questions

Pre-ticket questions to gather information before the ticket is created. This helps support staff have context immediately.

enabled

Type: Boolean

Whether to enable question system.

ticket_create_questions: {
    enabled: true,
}

question_list

Type: Object

Question sets for different categories. Each set has a unique ID that you reference in ticket_categories.

question_list: {
    "first_question_set": [
        {
            question: "What is your ingame name?",
            max_length: 20,
            min_length: 2,
            placeholder: "Enter your username...",
            select_options: [],
            required: true,
        },
        {
            question: "On which realm are you playing?",
            max_length: 1,
            min_length: 1,
            placeholder: "Select your realm...",
            select_options: ['Orbit', 'Skyblock', 'Survival', 'Creative'],
            required: true,
        },
        {
            question: "What's your issue?",
            max_length: 500,
            min_length: 30,
            placeholder: "Describe your issue in detail...",
            select_options: [],
            required: true,
        },
    ],
    "bug_questions": [
        {
            question: "What type of bug is this?",
            max_length: 2,
            min_length: 1,
            placeholder: "Select bug type(s)...",
            select_options: ['Gameplay Bug', 'Visual Bug', 'Crash', 'Performance Issue', 'Other'],
            required: true,
        },
        {
            question: "Describe the bug in detail",
            max_length: 1000,
            min_length: 50,
            placeholder: "What happened? What did you expect to happen?",
            select_options: [],
            required: true,
        },
        {
            question: "Steps to reproduce",
            max_length: 500,
            min_length: 20,
            placeholder: "1. First I did...\n2. Then I...\n3. Bug occurred when...",
            select_options: [],
            required: true,
        },
    ],
    "appeal_questions": [
        {
            question: "What were you punished for?",
            max_length: 1,
            min_length: 1,
            placeholder: "Select punishment type...",
            select_options: ['Ban', 'Mute', 'Kick', 'Warning'],
            required: true,
        },
        {
            question: "When were you punished?",
            max_length: 100,
            min_length: 5,
            placeholder: "e.g., Yesterday, Last week, 3 days ago...",
            select_options: [],
            required: true,
        },
        {
            question: "Why should we remove your punishment?",
            max_length: 1000,
            min_length: 50,
            placeholder: "Explain why you believe the punishment should be removed...",
            select_options: [],
            required: false,
        },
    ],
}

question - Question text displayed to the user max_length - For text: max characters allowed. For dropdowns: max number of options user can select min_length - For text: min characters required. For dropdowns: min number of options user must select placeholder - Placeholder text shown in the input field select_options - Empty array [] = text input. Array with values = dropdown menu required - true = must be answered, false = optional

Important: For select menus (dropdowns), max_length and min_length control how many options can be selected, NOT the character length of each option.

Example:

max_length: 1, min_length: 1 = User must select exactly 1 option
max_length: 3, min_length: 1 = User can select 1 to 3 options
max_length: 5, min_length: 2 = User must select between 2 and 5 options

Question Type Examples:

Text Input (Short Answer):

{
    question: "What is your Minecraft username?",
    max_length: 16,
    min_length: 3,
    placeholder: "Enter your username...",
    select_options: [],
    required: true,
}

Text Input (Long Answer):

{
    question: "Describe what happened",
    max_length: 1000,
    min_length: 30,
    placeholder: "Provide as much detail as possible...",
    select_options: [],
    required: true,
}

Single Selection Dropdown:

{
    question: "Which server are you on?",
    max_length: 1,
    min_length: 1,
    placeholder: "Select a server...",
    select_options: ['Survival', 'Creative', 'Skyblock', 'Prison'],
    required: true,
}

Multiple Selection Dropdown:

{
    question: "What features are affected? (Select all that apply)",
    max_length: 5,
    min_length: 1,
    placeholder: "Select affected features...",
    select_options: ['Chat', 'Commands', 'Economy', 'PvP', 'Building'],
    required: true,
}

Optional Question:

{
    question: "Additional information (optional)",
    max_length: 500,
    min_length: 0,
    placeholder: "Any other details...",
    select_options: [],
    required: false,
}

Ticket Create Message

Type: Object

First message sent in new tickets. Each template has a unique ID that you reference in ticket categories.

ticket_create_message: {
    "default": {
        author: {
            name: '%guild%',
            icon_url: '%guild_icon%',
        },
        title: "``🎫 Ticket Created``",
        description: "Hey %creator%,\nThank you for creating %ticket_channel%. A staff member will assist you shortly.\n\nWhile you wait, please provide:\n• Your in-game name\n• What you need help with\n• Any relevant screenshots",
        color: "#3498db",
        defaultFooter: true,
        defaultTimestamp: true,
        userIcon: true,
    },
    "bug_template": {
        author: {
            name: 'Bug Report',
            icon_url: '%guild_icon%',
        },
        title: "``🐛 Bug Report Ticket``",
        description: "Thanks for reporting a bug, %creator%!\n\nA developer will review your report soon. Please make sure you've provided:\n✅ Detailed description\n✅ Steps to reproduce\n✅ Screenshots/videos if possible",
        color: "#e74c3c",
        defaultFooter: true,
        defaultTimestamp: true,
    },
    "vip_template": {
        author: {
            name: 'VIP Support',
            icon_url: '%guild_icon%',
        },
        title: "``⭐ VIP Priority Support``",
        description: "Welcome %creator%!\n\nThank you for being a VIP member. A senior staff member has been notified and will assist you as soon as possible.\n\nPriority response time: **Under 15 minutes**",
        color: "#f1c40f",
        thumbnail: {
            url: '%guild_icon%',
        },
        defaultFooter: true,
        defaultTimestamp: true,
    },
    "appeal_template": {
        title: "``⚖️ Punishment Appeal``",
        description: "%creator%, your appeal has been submitted.\n\nAn administrator will review your case within 24-48 hours.\n\n**Important:**\n• Be honest and respectful\n• Additional rule violations will result in appeal denial\n• Spamming messages will delay your appeal",
        color: "#95a5a6",
        defaultFooter: true,
        defaultTimestamp: true,
    },
}

Uses same embed format as lang.json configuration file.

Available Placeholders:

%creator% - Mentions the ticket creator
%ticket_channel% - Mentions the ticket channel
%guild% - Server name
%guild_icon% - Server icon URL

Embed Properties:

author - Author section with name and icon
title - Embed title
description - Main embed content (supports newlines with \n)
color - Hex color code (e.g., "#3498db")
thumbnail - Small image in top-right corner
image - Large image at bottom
fields - Array of field objects with name and value
footer - Footer text and icon
defaultFooter - Use default footer (true/false)
defaultTimestamp - Add timestamp (true/false)
userIcon - Use ticket creator's avatar (true/false)

Pro Tip: Create different templates for different ticket types to set the right expectations:

General Support: Welcoming message with basic instructions
Bug Reports: Technical format asking for reproduction steps
VIP Support: Priority messaging with faster response times
Appeals: Formal tone with appeal process information

Ticket Priority

The Tickets plugin now includes a full priority system for tickets.

enabled

Type: Boolean

Enable the ticket priority system.

priority_settings: {
    enabled: true,
}

default_level

Type: String

The default priority level assigned to tickets when no role-based priority applies.

default_level: "Default"

levels

Type: Array of Objects

Defines the available priority levels and how they behave.

Each level can include:

priority_name - The displayed priority name.
mention_roles - Roles to ping when a ticket is created at this priority.
move_to_top - Whether the ticket channel is moved to the top of the category.
priority_placeholder - Text added before the ticket channel name.

levels: [
    {
        priority_name: "High",
        mention_roles: ["884573835205148692"],
        move_to_top: true,
        priority_placeholder: "🔴-",
    },
    {
        priority_name: "Medium",
        mention_roles: ["878410148874448928"],
        move_to_top: false,
        priority_placeholder: "🟡-",
    },
    {
        priority_name: "Low",
        mention_roles: ["804354030662713344"],
        move_to_top: false,
        priority_placeholder: "🟢-",
    },
    {
        priority_name: "Default",
        mention_roles: [],
        move_to_top: false,
        priority_placeholder: "",
    }
]

role_priority

Type: Object

Automatically assign priority levels based on user roles.

role_priority: {
    enabled: false,
    roles: [
        {
            role_id: "804354030662713344",
            priority_level: "High",
        },
        {
            role_id: "804354036001407037",
            priority_level: "Low",
        },
    ],
}

If a user has one of the listed roles, their ticket will receive the mapped priority level. If not, the default priority level is used.

Out of Service

Notify users during off-hours.

enabled

Type: Boolean

Enable out-of-service notifications.

out_of_service: {
    enabled: false,
}

time

Type: Object

Off-hours time range in UTC.

time: {
    start: "23:00",
    finished: "07:00",
}

Format: "hh:mm" in 24-hour UTC time.

Inactivity Closure

Auto-close inactive tickets.

enabled

Type: Boolean

Enable inactivity closure.

inactivity_closure: {
    enabled: true,
}

send_warning

Type: Boolean

Send warning before closing.

send_warning: true

send_warning_before

Type: Number

Hours before closure to send warning.

send_warning_before: 24

inactive_for

Type: Number

Hours of inactivity before closing.

inactive_for: 72

Ticket Buttons

Type: Object

Control which buttons appear on ticket creation message.

ticket_buttons: {
    close: false,
    close_request: true,
    elevate: true,
    lower: true,
    claim: true,
    unclaim: true,
}

close - Direct close button close_request - Request closure button elevate - Increase permission level lower - Decrease permission level claim - Claim ticket unclaim - Unclaim ticket

Complete Configuration Example

Here's a production-ready tickets configuration:

{
    config: {
        send_transcript_to_ticket_creator: true,
        save_ticket_transcript_on_disk: true,
        update_permissions_on_move: true,
        ticket_channel_name: "ticket-%random%",
        ticket_transcript_message_limit: 200,
        close_ticket_after_creator_left: true,
        ping_role_at_permission_update: false,
        ticket_creation_limit: "CATEGORY",
        enable_web_server: true,
        send_transcript_to_claimed_user: false,
        send_plain_ticket_create_message: false,
        use_discord_category_permissions: false,
        generate_new_category_if_full: false,
        maximum_generated_categories: 10,
        all_roles_required_to_open: false,
        enable_ticket_rating_system: true,

        ticket_categories: [
            {
                category: "General Support",
                description: "Select to create a General ticket.",
                emoji: "❓",
                category_id: "833732233021751306",
                permission_level: 0,
                ticket_create_questions: "first_question_set",
                required_role_to_open: [],
                mention_roles: ["804354029076348959"],
                ticket_create_msg: "default",
            },
        ],

        permission_levels: [
            "804354029076348959", // Level 0
            "804354022612926515", // Level 1
            "804354019455139900", // Level 2
        ],

        ticket_create_questions: {
            enabled: true,
            question_list: {
                "first_question_set": [
                    {
                        question: "What is your issue?",
                        max_length: 200,
                        min_length: 30,
                        placeholder: "Describe your issue...",
                        select_options: [],
                        required: true,
                    },
                ],
            }
        },

        ticket_create_message: {
            "default": {
                title: "``🎫 Ticket Created``",
                description: "Thank you for creating %ticket_channel%!",
                defaultFooter: true,
            },
        },

        priority_settings: {
            enabled: true,
            default_level: "Default",
            levels: [
                {
                    priority_name: "High",
                    mention_roles: ["884573835205148692"],
                    move_to_top: true,
                    priority_placeholder: "🔴-",
                },
                {
                    priority_name: "Medium",
                    mention_roles: ["878410148874448928"],
                    move_to_top: false,
                    priority_placeholder: "🟡-",
                },
                {
                    priority_name: "Low",
                    mention_roles: ["804354030662713344"],
                    move_to_top: false,
                    priority_placeholder: "🟢-",
                },
                {
                    priority_name: "Default",
                    mention_roles: [],
                    move_to_top: false,
                    priority_placeholder: "",
                },
            ],
            role_priority: {
                enabled: false,
                roles: [
                    {
                        role_id: "804354030662713344",
                        priority_level: "High",
                    },
                ],
            },
        },

        out_of_service: {
            enabled: false,
            time: {
                start: "23:00",
                finished: "07:00",
            }
        },

        inactivity_closure: {
            enabled: true,
            send_warning: true,
            send_warning_before: 24,
            inactive_for: 72,
        },

        ticket_buttons: {
            close: false,
            close_request: true,
            elevate: true,
            lower: true,
            claim: true,
            priority: true,
            unclaim: true,
        },
    },
}

Last updated 2 months ago