Role Priority
When an option uses a mix of support roles, trainee roles, and global staff roles, the system resolves them in this order: Support ➔ Trainee ➔ Staff That means:- If someone has both a Support role and a Trainee role for a ticket option, they are treated as Support.
- If someone has a Trainee role for a ticket option and also has a generic global Staff role, they are treated as Trainee.
- Generic Staff roles do not override option-specific trainee behavior.
Commands
The primary command for the system is
tickets. It also supports aliases ticket and tix.Most commands can be run directly using Discord slash commands - look for the badge next to commands below. You don’t need to use the
tickets prefix (e.g., use /claim instead of tickets claim).Some commands require the
administrator permission. If you don’t want users to have access to server settings, you can use Fake Permissions to let specific roles use ticket management commands only.Configuration Commands
These commands let you configure the structure of the tickets system, as well as peek into ticket stats.System Management
System Management
These require:
administratorpermission
| Command | Description | Example |
|---|---|---|
tickets resend [channel] | Resend/recreate a live ticket panel message. | tickets resend #support |
tickets panel [name] | Manage ticket panels, or open a specific panel by name. | tickets panel Contact |
tickets form [name] | Manage reusable ticket forms, or open a specific form by name. | tickets form ContactForm |
tickets options | Manage ticket panel options. | tickets options |
tickets blacklist [member OR role] | View, add, or remove blacklist entries. | tickets blacklist @bryce |
tickets profiles | Manage and disable server-wide ticket profiles. | tickets profiles |
Stats & Listings
Stats & Listings
These require one of the following:
administratorpermission- A configured global ticket Staff role
- Any configured ticket option Support role
| Command | Description | Example |
|---|---|---|
tickets stats [30m|2h|4h20m|3d|2w|today|all] [member] | Show ticket stats for the server, or workload stats for a staff member. | tickets stats 2w @bryce |
tickets list | List all open tickets in the server. | tickets list |
Server Profiles
Server Profiles
These require one of the following:
administratorpermission- A configured global ticket Staff role
- Any configured ticket option Support role
- Any configured ticket option Trainee role
| Command | Description | Example | Note |
|---|---|---|---|
tickets profile | Manage your personal ticket claim profile. | tickets profile | |
tickets profiles (see note to the right) | Manage and disable server-wide ticket profiles. | tickets profiles | This command requires the administrator permission. |
Ticket Interaction Commands
Because ticket ecosystems have so many users and actions, permissions are strictly grouped depending on what command you try to run.Claiming
Claiming
These require:
- Claiming enabled on the panel
- The ticket is not already claimed
- The ticket creator cannot claim their own ticket
- Server owner /
administratorpermission - A configured option Support role
- A configured option Trainee role with Trainees Can Claim enabled
- A configured global ticket Staff role when no support roles are set on that option
| Command | Description | Example |
|---|---|---|
tickets claim [channel] [reason] | Claim a ticket. | tickets claim #case-1 bryce is now handling this ticket |
tickets unclaim [channel] | Remove the current claimer from a ticket. | tickets unclaim #case-1 |
Closing
Closing
These require one of the following:
- The ticket creator, if Ticket Creator Can Close is enabled on that option
- The current claimer
- Server owner /
administratorpermission - A configured option Support role if the ticket is not currently claimed
- A configured option Trainee role with Trainees Can Close enabled if the ticket is not currently claimed
- A configured global ticket Staff role if the ticket is not currently claimed and the option has no support roles
| Command | Description | Example |
|---|---|---|
tickets close [channel] [reason] | Close a ticket. | tickets close Resolved! |
Ticket Modifications
Ticket Modifications
For modifying ticket channels, these all share the same main access rule (Delete, Reopen, Move, Transcript, Allow, Deny, Allow List, Unclaim).These require one of the following:
- The current claimer
- Server owner /
administratorpermission - A configured option Support role if the ticket is not currently claimed
- A configured global ticket Staff role if the ticket is not currently claimed and the option has no support roles
| Command | Description | Example | Notes |
|---|---|---|---|
tickets delete [channel] [reason] | Delete a ticket and its channel. | tickets delete #case-1 Spam | |
tickets reopen [channel] [reason] | Reopen a ticket. | tickets reopen #case-1 Actually needs help | |
tickets move [channel] [reason] | Move a ticket to another option. | tickets move #case-1 Tickets2 | |
tickets transcript [channel OR case_id] | Generate or refresh a ticket transcript, or fetch an existing one by case ID. | tickets transcript #case-1 | |
tickets allow [user OR role] | Allow a user or role to view and send in the current ticket. | tickets allow @bryce | |
tickets allow list | List users and roles explicitly allowed in the current ticket. | tickets allow list | |
tickets deny [user OR role] | Remove a user or role from the current ticket. | tickets deny @bryce | |
tickets allow [user OR role] | Allow a user or role to view and send in the current ticket. | tickets allow @bryce | |
tickets allow list | List users and roles explicitly allowed in the current ticket. | tickets allow list | |
tickets rename [channel] (new name) | Rename a ticket channel, or rename any text channel if you have Manage Channels. | tickets rename #case-1 closed-case-1 | For non-ticket channels: The user must have Manage Channels. |
tickets move [channel] [reason] | Move a regular text channel to a category if you have Manage Channels. | tickets move #case-1 Tickets2 | For non-ticket channels: The user must have Manage Channels. |
Extra notes:
tickets allowandtickets denyrequire the bot to haveManage Channels.tickets deleteis strict for trainees. A trainee cannot delete a ticket.tickets transcriptby case ID falls back to archived transcript access. If there is no matching live ticket record, only the server owner or an administrator can access it.
Reason Editing
Reason Editing
Reason editing uses its own access rule. The following can update stored claim, close, reopen, and delete reasons:
administratorpermission- The current claimer
- Configured Support or Staff roles when the claimer is a trainee
- Configured Support or Staff roles when the ticket is currently unclaimed
| Command | Description | Example |
|---|---|---|
tickets reason [action] [target] [reason] | Update a stored ticket action reason. | tickets reason close #case-1 user was spamming |
Trainee Options
Trainee Options
These commands manage permissions and roles for trainees.
| Command | Description | Example |
|---|---|---|
tickets trainee | Manage trainee permissions for the current ticket. | tickets trainee |
tickets trainee grant [member OR role] | Grant trainee speak/claim/close permissions for the current ticket. | tickets trainee grant @bryce |
tickets trainee revoke [member OR role] | Revoke trainee speak/claim/close permissions for the current ticket. | tickets trainee revoke @bryce |
tickets trainee list | List trainee permission overrides for the current ticket. | tickets trainee list |
If you need help with any of these commands, feel free to open a thread in our support server. One of us will be happy to help you out.