How Tickets Work

A guide for Discord members on how to open and use support tickets.

Find the Ticket Panel

Look for a message in a support or help channel that has buttons labeled with different support categories (e.g., "General Support", "Billing", "Bug Report").

This is the ticket panel — it's usually pinned or posted near the top of a dedicated support channel.

Click a Category Button

Click the button that best matches your issue. Each button represents a different support category with its own assigned staff team.

You can only have one open ticket per category at a time. If you already have an open ticket in that category, the bot will let you know.

Fill Out the Intake Form (If Required)

Some categories have an intake form that pops up before your ticket is created. Fill out the required fields with details about your issue — this helps staff understand your problem before the ticket opens.

The form can have up to 5 questions. Required fields are marked and must be completed before submitting.

Your Ticket Opens

A private thread is created just for you and the support staff. You can find it in the channel's thread list or via the notification you receive.

The ticket includes a welcome message, your form responses (if any), and a close button. Staff with the assigned roles are automatically added to the thread.

Communicate with Staff

Send messages in the ticket thread just like any other Discord conversation. Staff members will respond when they're available. All messages are saved for reference.

Be as detailed as possible when describing your issue. Include screenshots, error messages, or steps to reproduce the problem.

Ticket Statuses

As staff works on your ticket, they may change its status. You'll see an embed in the thread when the status changes:

Open — your ticket is waiting for staff attention
In Progress — a staff member is actively working on it
Waiting — staff needs more information from you (you'll be pinged)
On Hold — the ticket is paused temporarily
Closed — the issue is resolved

Ticket Resolution

When your issue is resolved, a staff member will close the ticket using the close button or the /close command. The thread is then archived and locked.

You'll see a close message in the thread confirming who closed it and any reason provided.

Leave Feedback

If the server has premium features enabled, you may receive a direct message from the bot asking you to rate your support experience from 1 to 5 stars.

Your feedback helps the server improve their support quality. Simply click one of the star buttons in the DM.

If you don't receive the feedback DM, your DM settings may be blocking messages from server members. This is optional and doesn't affect your ticket.

Tips

1.One ticket at a time per category — close your current ticket before opening a new one in the same category.
2.Be descriptive in your first message or form responses. The more context you provide, the faster staff can help.
3.Don't ping staff repeatedly — they're notified when your ticket is created and will respond as soon as possible.
4.If you need to add information after your ticket is open, just send another message in the thread.