Thread Tickets

A category can open each ticket as a private thread in one channel, instead of a new channel per ticket. Members see only their own thread, staff see them all, and your channel list stays the same size however many tickets are open. Thread tickets are on every plan.

Channel or thread

	Channel tickets	Thread tickets
Where a ticket opens	A new channel in a Discord category	A private thread in the category's thread channel
Limits	50 channels per Discord category, 500 per server	1,000 active threads per server; archived threads don't count
Who can see it	Channel permissions set by the bot	Thread members, plus anyone with Manage Threads there
Closed tickets	Moved, locked or hidden by permissions	Archived, and locked or the member removed if you choose
Staff thread	Yes	No
`/private`	Yes	No

Everything else works the same way: flows, forms, claiming, /reply, /add and /remove, notes, priorities, transcripts, ratings, automations and the dashboard.

Set it up

Pick a thread channel

Use a text channel members can read, such as #support. It can be the channel your panel is in. The setup wizard can create one for you: pick Threads when it asks how tickets should appear.

Switch the category

In the dashboard, open Categories, edit the category, and on the General tab under Ticket Style choose Private thread. Pick the channel under Thread channel.

Check the permissions

The checklist under the channel shows what is missing. Press Fix permissions to give your support roles Manage Threads there, which lets them see every ticket thread. Ticket Tool needs Manage Roles in the channel to do that for you.

Let staff know about new tickets

Discord only lists a private thread for people who are in it, so staff won't spot new tickets on their own. Under Letting staff know, keep Mention support roles when a ticket opens on, pick a New ticket alerts channel, or use both. Letting staff know explains each one.

Choose when idle tickets archive

Archive idle tickets after sets how long a quiet ticket stays in the thread list: 1 hour, 24 hours, 3 days or 1 week. The ticket stays open, and the next message brings it back.

Save and test

Open a test ticket from a member account, not a staff one, so you see what members see.

Permissions

Who	Needs in the thread channel
Ticket Tool	View Channel, Create Private Threads, Send Messages in Threads, Manage Threads, Embed Links, Read Message History
Members	View Channel, Send Messages in Threads, Read Message History
Support roles	Manage Threads, plus the member permissions above

Members don't need Send Messages in the channel itself, so you can keep it read-only and post your panel there. Anyone with Manage Threads in the channel can see every ticket thread in it, so give it only to staff.

Letting staff know

Staff with Manage Threads can open any ticket thread, but Discord only shows a thread in someone's channel list once they've joined it. Two settings on the Ticket Style card bring staff in.

Mention support roles when a ticket opens is on by default. It pings the category's support roles in the ticket's first message. Discord adds everyone in a mentioned role to the thread, so the ticket shows up for all of them. Everyone in the role is pinged on every ticket, so it suits small teams best.

The ping only adds people when Ticket Tool is allowed to mention the role. Turn on Allow anyone to @mention this role in the role's settings, or give Ticket Tool Mention @everyone, @here and All Roles in the thread channel. The card warns you when it can't mention a role.

New ticket alerts channel posts a card for each new ticket in a channel you pick. The card shows the category, who opened the ticket, the first answer from their form, and a Join ticket button. Pressing the button adds that staff member to the thread without pinging anyone else. The card lists who has joined. When the ticket closes or is deleted, the card turns gray and the button switches off.

Only the category's support staff can join from the card. Even so, use a channel only staff can see, because the card shows the member's first answer. Ticket Tool needs View Channel, Send Messages and Embed Links in that channel.

Closing a ticket

On Close, Remove User Access on the category's Behavior tab decides what happens to a thread when its ticket closes:

Setting	Thread ticket
Don't change access	The thread is archived. The member can still read it and reply.
Only remove send permissions	The thread is archived and locked. The member can read it but not reply.
Remove from ticket entirely	The thread is archived and locked, and the member is removed from it.

Reopening unlocks the thread, returns it to the thread list and re-adds the member. Delete on Close and deleting a ticket delete the thread.

What works differently

No staff thread. Discord can't put a thread inside a thread. Linked account and ban lookup cards sit behind a staff-only View account lookup button in the ticket instead.
No /private. Staff with Manage Threads in the thread channel can always see a thread ticket.
No advanced permissions. Separate permissions for open and closed tickets need a channel. Threads use the thread channel's permissions.
Moving tickets. A thread ticket can only move to a category that uses the same thread channel.
Flows. The Create Thread node takes its failed path in a thread ticket. Tag Role adds up to 50 of the role's members to the thread as well as mentioning it, since a mention alone doesn't let them in. The flow editor flags both when you save.
Channel names. The category's naming pattern names the thread, and Closed Thread Name renames it on close.

Switching an existing category

Changing a category's style only affects new tickets. Tickets already open stay as channels, or as threads, until they close.

If the server loses access to thread tickets, a thread category opens channel tickets in its open categories instead, and refuses tickets if it has none. Existing threads keep working.

Troubleshooting

Problem	Check
Members see "isn't set up for them"	Ticket Tool and members have the permissions above in the thread channel, and the channel still exists.
Staff can't see ticket threads	Their role has Manage Threads in the thread channel. Press Fix permissions on the category.
New tickets don't show up for staff	Turn on Mention support roles when a ticket opens and fix any mention warning, or set a New ticket alerts channel.
Members can't reply in their ticket	They have Send Messages in Threads in the thread channel, and the ticket isn't closed and locked.
Members see "too many open threads"	The server is at Discord's 1,000 active thread limit. Archive idle tickets sooner.
A closed ticket shows in the thread list again	A message was posted in it, such as a transcript sent to the ticket. Send transcripts to a transcript channel instead.