Tickets

Enables the creation of private ticket-style channels.

Tickets give your members a private line to your staff. Vaneta sends a ticket panel to a channel of your choice, and opening a ticket type on it — via a button or a dropdown menu — opens a private ticket where the member and your staff can talk one-on-one.

Configuration

Every ticket gets a permanent, sequential case number (e.g. “#42”), shown in its channel name and welcome message.

  • Case Number Padding — zero-pads case numbers to this many digits (for example, 4 digits turns “#7” into “#0007”). Leave empty for plain numbers.
  • Blacklisted Roles — members with any of these roles can’t open tickets. Individual members are blacklisted with /ticket blacklist instead, since there’s no member picker on the dashboard.

Staff tiers

Three optional, cumulative role tiers control who can run ticket management commands — a member with a Staff role also counts as Support and Trainee. Leave all three empty and every ticket command stays unrestricted, same as before tiers existed.

  • Trainee Roles — the lowest tier. Doesn’t unlock any commands on its own; it’s there to mark who’s in training, for example ahead of granting them a Support role.
  • Support Roles — can /ticket claim, /ticket unclaim, /ticket lock, /ticket unlock, and /ticket close.
  • Staff Roles — everything Support can do, plus /ticket delete.

You can set up to 15 panels, each sent to its own channel. Every panel has:

  • Channel — the channel to send this ticket panel to.
  • Category — the category to create ticket channels in. Leave it empty to use private threads instead of channels.
  • Mode — whether members pick a ticket type from buttons or a dropdown menu.
  • Message — the content of the ticket panel (for example “Press the button below to open a ticket.”). Supports variables, though only the guild-level ones — a panel isn’t tied to any one member or ticket.
  • Max Open — the maximum number of open tickets allowed per member.
  • Inactivity Reminder — after this many minutes of silence from the ticket’s creator, Vaneta pings them to reply. Leave empty to disable.
  • Auto Close — after this many minutes of silence from the creator, the ticket is automatically closed (locked, with a transcript generated). Leave empty to disable.
  • Auto Delete — after this many minutes since a ticket was closed (manually or automatically), its channel is deleted. Leave empty to disable.
  • Tickets — up to 10 ticket types members can create from this panel. Each one has:
    • Name — the name of the ticket (for example “Support”).
    • Message — the message sent inside newly created tickets. Supports the full set of variables, including the opener and case number.
    • Mention — who to ping when a ticket is created.
    • Intake Questions — up to 5 questions shown in a popup before the ticket is created. This is a Discord limit on how many plain-text fields a single popup can hold, so it’s deliberately simple compared to the standalone Forms module (no dropdowns or yes/no buttons — just short or paragraph text answers). Each question has a Label, a Style (short or paragraph), an optional Max Length, and whether it’s Required. Answers are posted as fields on the ticket’s welcome message once it’s created.

Variables

  • {guildName} - The server's name.
  • {member} - A mention of the member who opened the ticket. Only available in a ticket type's message, not the panel message.
  • {ticketName} - The name of the ticket type. Only available in a ticket type's message, not the panel message.
  • {caseNumber} - The ticket's case number. Only available in a ticket type's message, not the panel message.

{member}, {ticketName}, and {caseNumber} only resolve in a ticket type’s message — the panel message is posted once for the whole server, before any ticket (or member) exists, so those come through blank there.

If you have any ideas for new variables, please let us know in our Discord server!

Commands

  • /ticket blacklist <add|remove|list> [user] — manages which members can’t open tickets (requires Manage Server).
  • /ticket claim — claims the ticket, marking you as the staff member handling it.
  • /ticket unclaim — releases your claim on the ticket.
  • /ticket lock — locks the ticket so the member can no longer reply.
  • /ticket unlock — unlocks a locked ticket.
  • /ticket close [reason] — closes the ticket, generates a transcript of its full message history, and posts it in the channel. Unlike /ticket lock, closing is recorded so staff can see who closed a ticket and why.
  • /ticket delete — deletes the ticket entirely. A transcript is generated and sent to whoever ran the command beforehand.

Claiming and transcripts only work on tickets created after this feature was added — older tickets don’t have the tracking data needed to support them.