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Ticket Flow

This is a flowchart of the ticket lifecycle. It is fairly comprehensive and covers all the major steps possible in the ticket lifecycle. You may need to zoom in.

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Lifecycle Actions

When a ticket is opened:
  • The selected panel and option are recorded.
  • Blacklist and required-role checks run before the channel is created.
  • The channel is created in the option category or panel category.
  • The creator gets access.
  • The panel/option context is saved for later messages, logs, and variables.
  • The greeting message can be sent.
  • Timers begin - if configured.
Claiming lets one staff member take ownership of a ticket.
  • The claimer is recorded.
  • Ticket visibility is reduced to the author, claimer, admins, and server owner by default.
  • If Keep Staff Visible On Claim is enabled on that option, the option support roles stay visible too.
  • If that option has no support roles, the server’s global ticket staff roles stay visible instead.
  • Manually allowed users and roles stay allowed while the ticket remains open.
  • If the option has a claim category, the ticket is moved there on claim.
  • If the option has a claim rename template, the ticket is renamed on claim.
  • The claim message can be sent.
Ticket Profiles: If the person claiming the ticket has a personal tickets profile configured, their claim category, rename template, and message can be overridden by their personal profile! Any profile field left blank falls back to the option’s normal claim settings.Administrators can use tickets profiles to enable/disable profiles server wide, select a member, and edit that member’s overrides. When server-wide profiles are disabled, saved personal profiles are kept but ignored until enabled again.
Unclaiming removes the current ticket owner.
  • The claimer is cleared.
  • Normal ticket visibility is restored.
  • Manually allowed users and roles stay allowed.
  • The standard ticket controls come back.
Moving a ticket migrates it to another option without opening a new channel.
  • The panel/option context is updated.
  • The current claimer is preserved if the ticket is already claimed.
  • The move reason is recorded.
  • The move message can be sent.
  • Timers are recalculated against the new option.
This applies to command-based moves and drag-based moves. If a ticket is moved with tickets move, /move, or a supported category drag, it keeps its current claim status.
Drag-and-Drop Moves: If an open ticket channel is dragged into a category that uniquely matches a ticket option’s category, a panel’s default category, or a panel’s overflow category, the bot will try to treat that as a move automatically.If a claimed ticket is dragged somewhere that does not resolve to a unique move target, no automatic move is performed and the existing claim is kept. If a ticket is dragged into Uncategorized, no automatic move is performed. The channel stays uncategorized, and if the ticket was claimed, it stays claimed.
When using tickets move or /move on a non-ticket channel, you must have Manage Channels. For /move, provide the category parameter to pick the destination from Discord’s category selector.
Closing a ticket:
  • Marks it closed.
  • Hides the creator from the channel.
  • Also denies manually allowed users and roles while the ticket is closed.
  • If the option has a close category, the ticket is moved there on close.
  • If the option has a close rename template, the ticket is renamed on close.
  • Records who closed it and why.
  • Can send a close message and optional DM.
Reopening a ticket:
  • Marks it open again.
  • Restores the creator.
  • Restores manually allowed users and roles that were hidden on close.
  • Records who reopened it and why.
  • Can send a reopen message and optional DM.
Deleting a ticket:
  • Marks the ticket deleted.
  • Records who deleted it and why.
  • Generates or refreshes a transcript before deletion, even if no log channel is configured.
  • Can log the final result in the configured log channel.
  • Removes the channel after the configured delete delay.

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Automation

Set configuration automation at the Option level to keep channels clean:
If configured on the option:
  • The system tracks the creator’s last message.
  • If they go quiet long enough, it sends the inactivity reminder.
  • If they reply again, the timer resets.
If configured on the option:
  • The system tracks the same creator activity window.
  • If the creator stays inactive long enough, the ticket closes automatically.
  • The auto-close message is sent when that timer triggers.
  • {ticket.closed_automatically} becomes available for templates.
If configured on the option:
  • Once a ticket is closed, a delete timer starts.
  • The auto-delete message is sent when that timer starts.
  • Reopening the ticket clears that timer.
  • Deleting the ticket manually clears that timer too.
  • When the timer expires, the closed ticket channel is deleted automatically.
If Close On Leave is enabled on the option:
  • Any still-open ticket from that option closes automatically when the ticket creator leaves the server.
  • It uses the normal close flow instead of a special one-off shutdown path.
  • Close category moves, close rename templates, close messages, and close DMs still behave normally.
  • The recorded close reason becomes "Ticket creator left the server."

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Transcripts

Transcripts allow archival of ticket data in a log channel to be viewed later. The transcript system can:
  • Generate a transcript on demand.
  • Generate or refresh a transcript automatically when a ticket is closed.
  • Generate or refresh a transcript automatically when a ticket is deleted, even without a log channel.
  • Refresh an existing transcript for the same ticket.
  • Reuse the same transcript record instead of making endless duplicates.
  • Include transcript links in logs and variables.
  • Include transcript expiration timestamps in variables and the default transcript log.
  • Fetch an existing saved transcript by case ID.
Available access paths via commands:
  • tickets transcript
  • tickets transcript <case_id>
  • /transcript
  • /transcript case_id:<case_id>