Managing Tickets
The Tickets view is a two-pane inbox for your server's tickets. The list of tickets sits on the left, the selected conversation opens in the middle, and a details panel slides in on the right. You can read the full conversation, reply, and run the same staff actions you would run in Discord, all from one screen.
This page covers what the dashboard exposes. It is a companion to the in-Discord slash commands and ticket buttons, not a replacement, so some actions still live in Discord. See Ticket commands for the in-channel side.
Who can see the Tickets view
Access is governed by the View Tickets permission.
Admins and bot staff
Server administrators and bot staff see every ticket on the server.
Support roles
Everyone else sees only tickets in categories where they hold a support role. If you have no support role in any category, the list is empty.
Permissions are set per category through support roles. See Permissions for how that mapping works.
The ticket list
The left panel lists tickets with the most relevant ones first. Open tickets sort to the top, then tickets are ordered by most recent activity. Each row shows the creator, the ticket number, the category, a short preview of the last message, the message count, and an unread dot when there is new activity you have not viewed yet. A colored left border reflects the ticket's priority.
Filters and search
Above the list you have three controls:
Search
Placeholder "Search tickets...". Matches on the creator's username, the ticket number, and the creator's Discord user ID.
Status filter
Choose Open, Closed, Deleted, or All. The view opens on Open by default.
Category filter
Choose All Categories or a single category. This filter is specific to the per-server view.
Counts reflect your filters
The bar under the filters shows how many tickets match your current selection, for example "12 tickets". Change a filter and the count updates with the list.
If you open a ticket by direct link whose status does not match the active filter, the view adjusts the status filter once so the ticket stays visible.
Real-time updates
The list keeps itself current by polling, so you do not have to reload the page.
List polling
The ticket list refreshes on its own roughly every 30 seconds.
Message polling
The open conversation checks for new messages every few seconds.
Manual refresh
A refresh button at the top of the list, and Refresh Messages in the ticket menu, let you pull the latest immediately.
Reading and replying
Select a ticket to open its conversation in the center pane. Messages render with avatars, attachments, and Discord formatting.
The composer at the bottom lets you:
Reply as the bot
Type a message and press Enter to send, or Shift+Enter for a new line.
Attach files
Up to 8MB per message (8MB per file, and 8MB combined across all attachments in one reply).
Send a knowledgebase article
With the book icon. Search your articles and send one into the ticket without retyping it.
Insert a canned reply
With the template icon. Pick a saved snippet and it lands at your cursor, ready to edit before sending.
The composer is disabled when a ticket is closed, and shows "This ticket is closed" in the message box.
Editing your replies
You can edit a message you sent from the dashboard. Messages posted in Discord and messages from other staff are not editable from the web, because the edit only applies to replies the dashboard sent on your behalf.
Per-ticket actions
The actions below are the ones the dashboard actually exposes. Most run through the bot, so they take effect in the Discord channel as well as in the dashboard.
From the header
For an open ticket, the header shows quick buttons (they collapse into the menu on narrow screens):
Claim / Unclaim
Assign the ticket to yourself or release it.
Close
Opens a dialog where you can add an optional reason. Closing stops the user from sending more messages.
Reopen
For a closed ticket, the header shows Reopen instead.
On the Pro plan, the action bar also has an AI button that opens the Summary and Suggested reply tools. See AI Assist.
From the ticket menu
The three-dot menu adds:
Refresh Messages
Pull the latest messages for the open ticket.
Rename Ticket
Set a dashboard title for the ticket. This title is shown in the list and header. You can also rename inline with the pencil next to the title.
Run Automation
Pick one of the category's configured auto actions and run it on this ticket immediately, skipping its normal trigger conditions. If the category has no auto actions, the dialog says so.
Open in Discord
Jump straight to the ticket channel in your Discord client.
Delete Ticket
Permanently removes the ticket channel and its messages from Discord. A transcript is saved first if the category has transcripts enabled. This is a destructive action and asks for confirmation.
From the details panel
The details panel on the right (open it with the Details button) holds:
Status and priority
At a glance, plus the category and creation time.
Participants
See who is on the ticket (Creator, Support, or Added) and add a user by Discord user ID.
Staff Notes
Private internal notes on the ticket that you can edit in place.
Form Responses
The answers a user gave through a support flow, when present.
Recent Activity
A short timeline of creation, claim, and close events.
Actions are status-aware
The header only offers Claim, Unclaim, and Close on open tickets, and Reopen on closed ones. Delete, rename, notes, participants, and Run Automation are available from the menu and details panel regardless of status.
What lives in Discord, not the dashboard
The dashboard mirrors the core staff workflow, but some things stay in Discord:
Viewing transcripts
Transcripts are not opened from the Tickets view. Browse and read them on
the dedicated Transcripts page, and generate one on demand in a channel with
the /transcript command.
Slash commands and ticket buttons
Opening tickets from panels, and command-driven actions in the channel, run in Discord.
Editing other people's messages
The dashboard only edits replies it sent for you.
Both surfaces act on the same ticket, so a close from the dashboard and a close from /close reach the same result. Use whichever is in front of you.
Cross-server tickets for organizations
If your servers belong to an organization, the organization has its own Tickets view that spans every member server in one inbox. It works like the per-server view, with one difference: instead of a category filter it offers a server filter so you can narrow to specific servers, and each row shows which server the ticket came from.
The organization Tickets view requires an active organization subscription. See Organizations for how member servers are linked.
Related
Ticket commands
The in-Discord slash commands and buttons that pair with this view
Canned Replies
Saved snippets your team inserts from the reply composer
Transcripts
Where closed-ticket records are read and how to generate them
Permissions
Control who can see and work tickets through support roles
Organizations
Get a cross-server ticket inbox across your member servers