Ticket Lifecycle
Every ticket moves through a small set of states, from the moment a user opens it to the moment it is closed and archived. This page explains those states, how a ticket moves between them, and the actions staff can take along the way. For the commands themselves, see the Ticket Commands reference.
The three states
A ticket is always in exactly one state. It starts Open, can be Closed (and reopened), and is finally Deleted, which is permanent.
Open and Closed move both ways: a closed ticket can be reopened back to Open. Deleted is terminal, so there is no way back from it.
Opening a ticket
Tickets are created by your members, not by staff. A member opens one by clicking a button on a panel, running a custom command, or completing a support flow. Whichever route is used, the ticket lands in a category, which decides the channel, the support roles, the welcome message, and the per-category behavior.
Once the ticket is open, the bot creates the channel, posts the welcome message, and (if the category is set to) pings the support roles.
Working an open ticket
While a ticket is open, staff have a set of actions for handling it. Most are gated by your staff permissions, and a few are switched on or off per server on the Feature Toggles page.
Claim and unclaim
/claim assigns the ticket to you so it is clear who is handling it.
/unclaim releases it. With Claim to reply turned on, only the staff
member who claimed a ticket can reply until it is unclaimed, and with
Claim on first response turned on the first staff member to answer
claims it without pressing anything.
Reply
Staff reply in the channel, from the dashboard, or with /reply. On Pro,
replies can be sent anonymously under your brand name and avatar.
Add and remove people
/add and /remove change who can see the ticket. The opener can also add
others when the Users can add others toggle is on.
Set priority
/priority marks a ticket Low, Normal, High, or Urgent so your team can
triage. Priority is shown on the ticket and in analytics.
Rename
/rename changes the ticket title. With Rename channel with ticket on,
the Discord channel name updates to match.
Make private
/private hides a ticket from other support roles, keeping the opener,
assigned staff, and any mandatory roles. /unprivate restores access.
Closing a ticket
Closing marks a ticket resolved. Staff close with /close or the close button, and the opener can close their own ticket when the Users can close their own tickets toggle is on. If the category has a close confirmation set, the bot asks for confirmation first.
When a ticket closes:
- The opener loses the ability to send messages in the channel, while staff keep access.
- A Reopen button is posted so the ticket can be brought back if the member replies or the issue returns.
- If the category has Auto Transcript on Close turned on, a transcript is generated and saved.
- Any ticket closed automations and category auto-actions run.
Closed is not gone
Closing keeps the channel and the conversation. It locks the opener out and marks the ticket resolved, but nothing is deleted. Use delete when you want the channel removed for good.
Reopening a ticket
A closed ticket can be reopened with /reopen or the Reopen button, which moves it from Closed back to Open and restores the opener's access. Only a ticket that is currently closed can be reopened. Reopening fires the ticket reopened automations so any follow-up actions can run again.
Deleting a ticket
Deleting is the final step. Staff delete with /delete or the delete button, and it removes the ticket channel along with its messages. Delete is permanent: there is no reopen after it.
A transcript is saved before deletion
Before the channel is removed, the bot saves a transcript so the history is not lost, then deletes. This is skipped only when the category has Transcripts Enabled turned off, which is an explicit opt-out. See Transcripts for retention and what is archived.
Lifecycle events and automations
Each transition emits an event you can build on. Opening, closing, and reopening a ticket all fire matching triggers, and categories can run auto-actions at those moments. This is how reminders, auto-close, role tagging, and rating prompts are wired up. See Automations for the full list of triggers and actions, and Support Flows for building multi-step automation.
A single ticket can be held outside the time-based rules with /pause, for a set length or indefinitely, which is how you keep a permanent or blocked ticket from being auto-closed. See Exempting a single ticket.
Related topics
Ticket Commands
Every command for claiming, replying, closing, and more.
Categories
Per-category channels, roles, welcome messages, and transcript settings.
Transcripts
What gets saved on close and delete, and how long it is kept.
Feature Toggles
Switch self-close, claim-to-reply, and add-others on or off.
Automations
Run actions automatically on open, close, and reopen.
Feedback & Ratings
Collect a satisfaction rating after a ticket closes.