Frequently asked questions

Add Ticket Tool to your Discord server in three steps:

1. Click the button below to authorize the bot
2. Select your server from the dropdown
3. Authorize the required permissions

Once added, sign in to our dashboard or use the /setup command in Discord to configure your ticket system.

Yes. Start from one of four ready-made setups: General support, Community, Game server, or Store or commissions. Pick one on the Templates page and add the bot, and your dashboard opens with it selected. One click creates the categories and posts the ticket panel. You can also pick a template with /setup in Discord.

You can create and configure ticket categories through our web dashboard. Log in with Discord, select your server, and open the Categories section.

Quick setup: When you first invite the bot, use the /setup command in Discord to run our interactive setup wizard.

Join our Discord support server where our team and community can help you. You can also check our documentation for guides and troubleshooting tips.

Free servers are community-supported, and paid plans get priority support.

Yes. On every plan you can customize ticket panel embeds, welcome messages, close messages, and button labels through our visual dashboard.

The one exception is the ticket panel footer. On the free plan panels carry a "Powered by ticket-tool.app" footer; Community and higher use your own instead. Anything you have already set is kept, and starts showing again as soon as you upgrade.

Pro plans and higher add custom branding that themes everything the bot sends: your own colors, logo, bot name and avatar, plus a branded reply identity and removal of the "Powered by Ticket Tool" footer from your public knowledge base.

Enterprise plans can also run on your own Discord bot application, with your branding, name, and avatar. We set this up on request for agencies and businesses that want full control over their brand experience.

Yes, on every plan. Pick one of 45 starter language packs in Settings → Localization and every button, embed label, notice and DM the bot sends switches to that language. Every string stays editable, so you can reword anything or translate into a language without a pack.

Pro adds AI that replies to members in their own language and translates what they write for your staff.

Yes. The Free plan includes core ticketing with limits on categories, panels, active flows, and knowledge base articles, a good fit for small communities getting started. Current limits are listed on the pricing page.

Need more than the basics? Community removes the hard limits, and Pro adds branding removal, advanced analytics, and API access.

The Free plan includes basic ticketing features with limits on categories, panels, and flows, great for small communities getting started.

The Community plan removes these limits and adds unlimited flows and knowledge base articles, the public web knowledge base, the Request Rating flow node, Roblox account lookups through Bloxlink, and priority support.

It fits growing communities that need more flexibility.

Yes. You can add Ticket Tool to multiple servers. The Free tier works on all servers at no cost.

For premium features, you have two options:

• Per-server plans: Subscribe individually for each server (Community or Pro)
• Organization plans: Manage multiple servers under one subscription with centralized billing and team management

With an active Organization plan, member servers receive the server tier that plan provides. Team and Enterprise both include a set number of servers, and extra servers are billed per server.

If you cancel, your server reverts to Free at the end of your current billing period (you can also cancel immediately), and keeps its paid features until then.

Your settings, panels and flows are kept. Free keeps transcripts and analytics for 30 days, so older ones may be removed. You can resubscribe any time to restore paid features.

Billing stops renewing. You keep the paid features for the rest of the period you have already paid for, and nothing further is charged. Removing the bot is not treated as a refund request, so the remaining period is not refunded automatically.

Re-invite the bot to the same server and billing picks up again on its own within a day, with the same plan and renewal date. If you have moved to a different server instead, open a ticket before the period ends and we will sort it out with you.

Yes. The price you see is the price you pay. Where GST, VAT or a similar sales tax applies to your purchase, it is already included in that price, and your receipt shows how much of it is tax.

Whether tax applies depends on where you are, so the tax portion can differ between customers even though the price does not.

New customers get a 14-day satisfaction guarantee on their first paid subscription. If it isn't the right fit, contact support within 14 days of your initial purchase and we will consider a full refund, as long as the service hasn't been substantially used.

After that window, and on renewals, subscriptions are non-refundable, but you can cancel anytime to stop future charges. One exception: when a server with its own paid plan joins an organization whose plan covers it, that plan is canceled and the unused time is refunded to the card that paid.

Yes, you can change plans any time from the dashboard.

Upgrades take effect immediately with prorated billing. Downgrades take effect at the end of your current billing period, and you keep premium features until then.

We accept major credit and debit cards and other payment methods Stripe supports in your region, through Stripe, our secure payment processor. Card details are handled by Stripe and we never store them.

Every plan comes with a monthly AI token allowance that resets on the 1st of each month. The allowance size depends on your plan. Free has a small one, enough to try the in-ticket Assist tools (draft replies and summaries). Tokens are spent whenever an AI feature runs.

An organization plan shares one pool across all of its servers, while a standalone server has its own allowance. AI that replies to tickets on its own and AI nodes inside flows are Pro features: on Free and Community a person always asks for the AI reply.

Want to try it first? A small or test server (5 or fewer members) can self-assign a developer license and gets a one-time grant of free AI test tokens.

Paid plans can top up any time. Open the AI usage card on the Billing page, press Top up, and choose the amount. The price scales with the amount, so larger top-ups get a better per-token rate.

Purchased tokens never expire and are only spent after your monthly allowance runs out, so nothing is wasted. A top-up adds to the shared pool for an organization, or to that server's balance for a standalone Pro server.

On Pro you can also bring your own provider key for uncapped usage billed directly by the provider, or reach out for advanced pricing and alternate model options.

Yes, in two ways. Pro comes with a free trial for a server that has never had a paid plan, once per server and once per person, and the trial length is shown on the pricing page. You add a card to start and are not charged until the trial ends.

For building and testing, a small server can also use a free developer license, with no card required.

Who qualifies: a server with 5 or fewer members, not counting bots. Only the server owner can assign it, and each Discord account can hold one developer license at a time.

How to enable it: open the server's Billing page in the dashboard and self-assign the developer license. It activates instantly with no approval step.

What you get: Pro features such as the AI and API flow nodes, REST API access with fewer tokens and a lower request limit than Pro, plus a one-time grant of free AI test tokens so you can try them and the in-ticket AI Assist. Branding removal, the custom knowledge base domain, and Pro's longer retention and higher limits are not included.

The license is meant for development and evaluation. When you take the server live, or it grows past the member limit, move it onto a paid plan to keep the Pro features and a recurring AI token allowance. When the license ends, because you remove it or the server grows past the member limit, the server goes back to Free limits, and anything above them is switched off until it moves onto a paid plan.

Organization plans (Team and Enterprise) let you manage multiple Discord servers under one subscription with centralized billing and team member management.

What your servers get: All servers in your organization automatically receive Pro-level features including unlimited limits, branding removal, advanced analytics, and unlimited webhook/API/AI nodes.

Team access: choose, per person, whether someone in your organization stays on the organization's own pages or gets the Support Staff, Manager or Admin dashboard role on every server in it, even servers they haven't joined on Discord.

How tiers differ: Team includes everything you need to run several communities, with full REST API access, a multi-server dashboard, and centralized billing, scaling from 3 servers with metered pricing. Enterprise adds SSO, unlimited members, yearly invoice billing, a 99.5% uptime SLA, and a custom bot on request for large networks.

Shared ticket viewer: Your servers' support staff don't need a seat. Anyone with a ticket role on one of your servers can open the organization's Tickets and Transcripts, and sees only the servers and categories their roles cover.

Extra-server pricing for Team and Enterprise is shown on the pricing page.

We offer two types of subscriptions:

• Server subscriptions (Community, Pro): subscribe individually for each Discord server. Each server gets its own tier and features; for example, Community gives that one server unlimited limits and basic premium features.
• Organization plans (Team, Enterprise): manage multiple servers under one subscription. Every server automatically receives the server tier that plan provides. Team includes API access and a multi-server dashboard with metered extra-server pricing; Enterprise adds SSO, unlimited members, a 99.5% uptime SLA, and a custom bot (white-label) on request.

Organization plans add team access, a multi-server dashboard, and one bill for every server. Current extra-server pricing is shown on the pricing page.

Pro includes everything in Community, plus:

• Branding & Customization: Custom embed colors, footer and logo, a branded reply identity, removal of the "Powered by Ticket Tool" footer from your public knowledge base, and custom KB domains
• Advanced Analytics, CSAT & SLA: Detailed analytics with custom date ranges and export, plus CSAT trends, staff attribution, and SLA tracking for first response and resolution targets
• Webhook and API Request nodes: Send data to external services and fetch data from external APIs in your flows
• AI & Automation: AI nodes for intelligent ticket routing and automated responses
• Data Retention: Unlimited data retention for transcripts and analytics

Yes. Share your personal referral link and earn a recurring commission on what the people you refer pay, including their renewals, for the length of your commission window. The standard rate is 20% of each payment.

Joining takes one click: open the account dialog, go to the Affiliate tab, and grab your link. Your earnings build up as a balance you can track from the same tab.

You get paid in cash. Once your earnings clear the hold period and reach the minimum payout threshold, request a payout and we send it to your PayPal account after a review.

Yes. We offer multiple integration options depending on your plan:

• Webhook Nodes (Pro+): Send data to external services like Zapier, Discord webhooks, or custom endpoints
• API Request Nodes (Pro+): Fetch data from external APIs directly in your support flows, pulling customer data from your CRM, checking order status, or integrating with any REST API
• REST API (Pro and organization plans): Full programmatic access to manage tickets and flows, and access analytics from your own systems
• Account lookups: When a ticket opens, look up the member's linked Roblox account through Bloxlink (Community and Pro) or call your own API with Custom HTTP (Pro), then show staff an info card and use the results in messages and flows. The Account Lookup flow node runs the Steam, Roblox and game server lookups at any step of a flow and branches on what it finds (Community and Pro)
• Ban lookup: For appeals, check the opener against Discord server bans, BattleMetrics, Roblox Open Cloud and Steam, and show staff a private card (Community and Pro)
• Game server plugins: Open-source plugins for Minecraft, FiveM and RedM, Garry's Mod, Rust and CS2 answer player and ban lookups from your own server (Community and Pro). In-game /report opens a ticket (Community and Pro), and staff can message, warn, kick or unban players from Discord (Pro)
• Connected apps (Pro): Connect Stripe, Whop, Lemon Squeezy, Paddle, GitHub, Linear, Jira, Trello, ClickUp, Asana, Slack, Notion and more. Look customers up in a flow, open tickets from their events, and post in or close a ticket when the GitHub or Linear issue it created is closed. Any other app can send events through an Incoming Webhook

Yes. Our team can help you set up advanced support flows with complex logic and branching, work through API and webhook integrations with your existing systems, and tune your AI prompts and knowledge base. Get in touch to talk through what you need.