Skip to main content
Ticket Tool
Documentation

Custom Messages

Ticket Tool lets you personalize the two main user-facing messages: the category intro message and the panel embed. This guide covers both. For other customizable text like button labels and per-guild custom strings, see Localization.

Message Types

Category-specific

Intro Message

Sent when a new ticket is created, the first message users see in their ticket channel. Default: "Support will be with you shortly. Please describe your issue." Customize at Categories → Select category → Messages tab.

  • Title: embed heading (default: Ticket Created)
  • Description: main content with variable support
  • Color: embed border color (hex code)
Per panel

Panel Message

The message displayed where users create tickets. Default: "Need help? Click the button below to create a support ticket..." Customize at Panels → Select panel → Embed Builder.

  • Author: name, URL, and icon
  • Body: title, description (markdown), color, timestamp
  • Images: thumbnail and main image
  • Fields: up to 25 with inline support
  • Footer: text and icon
  • Buttons: configured from linked categories

The intro message supports variables: {user.mention}, {user.username}, {user.displayName}, {ticket.number}, {category.name}, {guild.name}, {channel.mention}.

Category vs Panel Messages

Understanding the difference between these message types helps you customize effectively:

Feature Category Intro Message Panel Message
When shown After ticket is created Before ticket is created
Purpose Welcome user, set expectations Explain how to get support
Variables ✅ User + ticket variables ({user.mention}, {ticket.number}, etc.) ⚠️ No user or ticket variables, but {guild.name}, {channel.name}, and custom placeholders work
Customization Title, description, color Full embed builder (author, fields, images, footer)
Live preview ✅ Yes, with ticket buttons ✅ Yes, with category buttons
Per category ✅ Each category has its own ❌ One panel can serve multiple categories

When to customize each:

  • Customize category messages when different departments need different welcome messages or instructions
  • Customize panel messages to create an attractive, informative ticket creation interface that matches your server branding

Using Variables

Category intro messages support variables that are dynamically replaced with actual values when the ticket is created.

Panel Messages Can't Use Per-Ticket Variables

Only category intro messages can use user and ticket variables like {user.mention} and {ticket.number}, because no ticket exists when a panel is posted. Panel messages can still use {guild.name}, {channel.name}, and any custom placeholders configured in your settings.

Available Variables

Variable Description Example Output
{user.mention} Mentions the ticket creator @username
{user.username} Account username of the ticket creator jane_doe
{user.displayName} In intro messages this currently returns the account username too (not the server nickname) jane_doe
{ticket.number} Ticket number 42
{category.name} Category name General Support
{guild.name} Server name My Discord Server
{channel.mention} Mentions the ticket channel #ticket-42

Server-wide custom placeholders (configured under Localization) are also available in both category and panel messages.

Example Category Intro Message

Here's an example of a customized intro message for a category:

Title:

Welcome, {user.username}!

Description:

Thanks for creating a ticket in **{category.name}**.

A member of our support team will be with you shortly. In the meantime, please describe your issue in detail.

**Ticket:** #{ticket.number}
**Server:** {guild.name}

Color: #5865F2 (Discord Blurple)

Example Panel Message

Here's an example of a well-structured panel embed:

Title:

🎫 Need Support?

Description:

Our support team is here to help! Select a category below to create a ticket.

**Response Time:** Usually within 1 hour
**Available:** 24/7

Fields:

  • Field 1: Status → ✅ Online (inline)
  • Field 2: Team Size → 12 staff members (inline)

Footer: Powered by Ticket Tool

Color: #3498db

Configuring Messages

Category Messages

Each category can have its own customized intro message that appears when a ticket is created:

  1. Go to Categories in the dashboard
  2. Select a category to edit
  3. Navigate to the Messages tab
  4. Customize the intro message:
    • Title: The embed title (e.g., "Ticket Created")
    • Description: The main message content
    • Embed Color: Choose a hex color for the embed border
  5. Click Save Changes

The intro message supports variables like {user.mention}, {ticket.number}, and {category.name} to personalize the experience.

Live Preview: The Messages tab includes a live preview showing exactly how your embed will appear in Discord, complete with the default ticket buttons.

Panel Messages

Panels have a fully customizable embed that users see when creating tickets:

  1. Go to Panels in the dashboard
  2. Select a panel to edit
  3. Use the Embed Builder to customize:

Author Section (optional):

  • Author name, URL, and icon

Body Section:

  • Title: Main heading (max 256 characters)
  • Title URL: Makes the title clickable
  • Description: Main content (max 4096 characters, supports Discord markdown)
  • Color: Embed border color (hex code)
  • Timestamp: Toggle to show current time

Images:

  • Thumbnail: Small image in top right corner
  • Image: Large image at the bottom

Fields (up to 25):

  • Add custom fields with name/value pairs
  • Toggle inline display for side-by-side layout
  • Supports markdown in field values

Footer:

  • Footer text and optional icon

The Embed Builder includes a real-time preview showing exactly how your panel will appear in Discord.

Best Practice

Use consistent colors between your panel and category messages to maintain brand identity throughout the ticket experience.

Best Practices

Keep messages clear and concise

Write messages that quickly communicate what users need to know.

  • Categories: tell users what to expect (wait time, next steps)
  • Panels: explain how to get help and what categories are available

Use variables effectively

Category intro messages support variables to personalize the experience. Panel messages can't use per-ticket values, but support {guild.name}, {channel.name}, and custom placeholders plus static info (response times, support hours, availability).

  • Use {user.mention} to mention the ticket creator
  • Include {ticket.number} for reference
  • Show {category.name} to confirm the right department

Match your brand identity

Carry your server's brand colors and voice through every message.

  • Use consistent colors across panels and categories
  • Maintain the same tone of voice throughout
  • Add your logo as a thumbnail or footer icon

Include helpful information

Give users the context they need in both intro and panel messages.

  • Intro: what to describe (details, error messages, screenshots)
  • Intro: response time expectations and automated features
  • Panel: what each button is for, support hours, quick-info fields

Use Markdown for Formatting

Panel descriptions and fields support Discord markdown:

  • **bold text** for emphasis
  • *italic text* for subtle highlights
  • [linked text](url) for helpful resources
  • `code` for technical terms

Test Your Messages

Before going live:

  1. Check the live preview in the editor
  2. Create a test ticket to see the full experience
  3. Verify all variables are replaced correctly
  4. Ensure colors are readable and professional

Related Guides

Categories

Configure messages per category

Creating Panels

Customize panel messages

Localization

Custom strings, button text, and placeholders