Set up ban appeals and user reports
Reports and appeals have the same problem: the first message is usually vague, and moderators spend the first ten minutes asking who, what and where. A short form up front gets them the answers before the ticket opens.
You need the bot in your server and Manage Server permission. Add the bot first if you have not, then open the dashboard.
Both use a template and both open a ticket. Do one or both.
Report a user
Members tell your moderators about rule-breaking privately, with the name, what happened and a link to evidence.
Make a private category
Used the Community template?
Your first panel's Community template already made a Report a Member category. Use that one, check that its support role is your moderators, and skip to the next step.
Reports name other members, so nobody but moderators should see them. Create a category for them under Categories with New Category. On its Permissions tab, add only your moderator role under Support Roles. On the General tab, point Discord Category at a Discord category members cannot read.
Import the template
Start from the Report a user templateOn Automations → Flows, press Templates and pick Report a user.
Set the category and save
Open the User report node and choose the private category. Edit the questions if you want different ones. Press Save, then open the settings menu and choose Activate Flow.
Add a panel button
Open Panels, edit a panel, press Add Item, and under Flow or Category
choose the Report a user flow. Give it a button label such as "Report a member".
Save, then post the panel with Send panel or /setup-panel.
Ban appeals
Decide where appeals happen
Someone banned from your Discord server cannot see its channels, so a panel there is out of reach. Where the appeal runs depends on what the ban is:
- A Discord ban. Run appeals in a separate appeals server: add Ticket Tool to it, set the flow up there, and put its invite link in your ban message.
- A game ban (BattleMetrics, Roblox, Steam or a game server plugin). The member is still in your Discord, so they can appeal from your main server.
Pick a template
| Template | What it does |
|---|---|
| Appeal a ban, every plan | An intro message with a Start my appeal button, a three-question form, and an Appeal review ticket |
| Ban appeal with ban lookup, Community or Pro | Checks the member's bans first and tells them what it found, then a two-question form and the same ticket |
The lookup template has three answers. A member with a ban on record goes straight to the form. One with no ban on record is told "No active ban found" and can still press Appeal anyway, which catches bans from a source you have not connected. If no source answered, the member goes to the form with a neutral message instead.
Use Appeal a ban in an appeals server for Discord bans. The lookup's Discord source checks the server the appeal runs in, so a ban from your main server never shows up there. The lookup template fits game bans appealed from your main server.
Prepare the server
For Discord bans, make a small appeals server, add the bot and give your moderators a role there.
For the lookup template, connect your game sources first. Ban Lookup has the setup for BattleMetrics, Roblox, Steam and each game server plugin.
Make a review category
Create a category such as "Ban appeals" under Categories and add only the moderators who review appeals under Permissions → Support Roles.
For the lookup template, also switch on Create staff thread on the Behavior tab, so the ban card and staff discussion stay out of the appellant's view. Then on the General tab, open Game server tools, switch on Check bans when a ticket opens in the Ban lookup card, and tick your sources.
Import the template
Start from the Appeal a ban templateStart from the Ban appeal with ban lookup templateOn Automations → Flows, press Templates and pick the one you chose.
Set the category and post it
Choose the review category on the Appeal review node, press Save, and choose Activate Flow from the settings menu. Then add a panel item for the flow (Panels, Add Item, Flow or Category) and post the panel in a channel banned members can see.
The plain form asks why the member was banned "as best you know", so moderators check the answer against your own ban records. The lookup template puts those records in front of them instead.
Review with the ban lookup card
CommunityWhen an appeal ticket opens, the staff thread gets a Ban lookup card with a line per source: banned or not, the reason, since when, until when and who issued it, where the source gives it. A source that could not be checked says why. Without a staff thread, the ticket gets a short notice with a button that opens the card privately for staff.
- Refresh checks again after you lift or change a ban. It works once every 30 seconds per ticket.
- Save to notes keeps a one-line summary on the ticket.
The appellant never sees the card, and it is never part of the transcript. Results are cached for up to 10 minutes and are not kept on the ticket unless you save them to notes.
Messages and flows can use {bans.count}, {bans.any} and per-source values
such as {bans.battlemetrics.expires}. The intro message is visible to the
appellant, so share a reason only if you mean to. To route appeals per source,
for example Roblox appeals to their own category, use the Is banned
condition preset in your own flow.
Tips
- Keep forms to three questions. People abandon long ones, and they do not need to be complete to be useful.
- Put the reason for the form in its intro text. Members answer better when they know a person reads it.
- Use a canned reply for the answer you give most often, so the decision text is consistent between moderators.
Troubleshooting
| What you see | Do this |
|---|---|
| Moderators cannot see the tickets | The category's support role is not the moderator role, or the Discord category hides it |
| The form opens but no ticket appears | The ticket node has no category, or the bot cannot Manage Channels there |
| Members are being asked something you did not write | The template's default questions are still in place. Edit them in the Modal node |
| Every appellant is told "No active ban found" | The lookup template is running where the ban is not, such as an appeals server. Use Appeal a ban there |
| The Ban lookup card is missing | Check bans when a ticket opens is off on the category, or the server is not on Community or Pro |
| A source says Unavailable | Follow the hint on the card. Discord needs the bot to have Ban Members; the others need their connection or key |