Troubleshooting
Common issues and frequently asked questions.
Common Issues
Bot doesn't respond to button clicks
Make sure the bot is online in your server (check if it has a green status dot). Verify the bot has the following permissions in the ticket channel:
- View Channel
- Send Messages
- Send Messages in Threads
- Create Private Threads
- Embed Links
- Manage Threads
Can't see my server in the dashboard
You need the Manage Server or Administrator permission in the Discord server. Ask the server owner to grant you the appropriate role.
If you recently received the permission, try signing out and signing back in to refresh your session.
Ticket thread not being created
- Ensure a ticket channel is set by creating and posting a panel from the dashboard
- Check the bot has Create Private Threads and Manage Threads permissions
- If using forum channel mode, make sure the channel is actually a Forum type channel
"Bot not installed" shows in the dashboard
The bot hasn't been added to this server yet. Click the Install button on the server selector page to invite the bot with the correct permissions.
Panel not posting to Discord
Check that the bot has Send Messages and Embed Links permissions in the target channel. Also verify you selected a channel before clicking "Post to Discord".
Close reason not saving
The close reason field requires a premium subscription. Without premium, you can close tickets but the reason is not stored.
Feedback DM not received
The user may have DMs disabled from server members. This is controlled by Discord's privacy settings and cannot be overridden by the bot. Feedback will be silently skipped.
White-label bot stuck on ERROR
Common causes:
- Invalid or expired bot token — regenerate it in the Discord Developer Portal
- Missing Privileged Gateway Intents — enable all three (Server Members, Message Content, Presence)
- Bot not invited to the server — use the invite link from the dashboard
Can't add more than 3 categories
Free servers are limited to 3 categories. Upgrade to premium for unlimited categories.
Frequently Asked Questions
How do I get a channel or role ID?
Enable Developer Mode in Discord: Settings → Advanced → Developer Mode. Then right-click any channel, role, or user and select Copy ID.
Can I have multiple ticket panels?
Yes. You can create as many panels as you need and post them to different channels. Each panel can have different categories, colors, and descriptions.
Can I move the bot to a different channel?
Post a new panel to the desired channel from the Panels page. The old panel message will remain in its channel (you can delete it manually in Discord).
How do I add staff roles to a category?
On the Categories page, enter comma-separated Discord role IDs in the staff roles field. Members with these roles will be automatically added to new tickets in that category.
What permissions does the bot need?
The bot needs these permissions at minimum:
- View Channels
- Send Messages / Send Messages in Threads
- Embed Links
- Create Private Threads / Create Public Threads
- Manage Threads
- Read Message History
How does round-robin routing work?
When enabled, new tickets are automatically assigned to the staff member with the fewest currently open tickets. This distributes the workload evenly across your team.
What data does the bot store?
The bot stores ticket metadata (number, status, timestamps, user IDs), message content within tickets, and server configuration. All data is stored in a PostgreSQL database. Message content is stored to power the transcript and search features.
Can users have multiple open tickets?
Users can have one open ticket per category. They can have multiple tickets open across different categories at the same time.
Still need help?