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.

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.

Support response times (targets):

• Free tier: 48-72 hours
• Community: 24 hours
• Pro and organization plans: 12 hours

These are target response times. We often respond faster, especially for critical issues.

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 higheradd full custom branding: your own embed colors, footer, and logo, a branded reply identity, and removal of the "Powered by Ticket Tool" footer from your public knowledge base.

Enterprise plans include complete white-labeling with custom bot tokens, so you can use your own Discord bot application with your branding, name, and avatar. Perfect for agencies and businesses that want full control over their brand experience.

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, a limited webhook-node allowance, the public web knowledge base, the Request Rating flow node, 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 supports metered extra servers; Enterprise offers custom volume pricing.

If you cancel, your server automatically reverts to the Free tier at the end of your current billing period, so you keep premium features until then.

All your data (tickets, transcripts, settings) is preserved, premium features are simply disabled, and you can resubscribe any time to restore them.

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 for 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.

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 all major credit and debit cards through Stripe, our secure payment processor. Card details are handled by Stripe, we never store them.

Enterprise customers can also request invoicing for annual payments.

Yes. Plans that include AI (Pro servers and organization plans) come with a monthly AI token allowance that resets on the 1st of each month. Tokens are spent when AI features run, such as AI support-flow nodes and the in-ticket Assist tools (draft replies, summaries, sentiment).

An organization plan shares one pool across all of its servers, while a standalone Pro server has its own allowance. Free and Community plans don't include AI.

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

You 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.

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. Any small or test server can self-assign a developer license and run the full Pro feature set for free, with no card required.

Who qualifies: a fresh test server, or any server with fewer than 5 members. The license applies to that one server.

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: the complete Pro feature set on that server, plus a one-time grant of free AI test tokens so you can try the AI flow nodes and the in-ticket AI Assist (draft replies, summaries, sentiment).

The AI test tokens are a one-time grant rather than a monthly allowance, and 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.

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.

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 custom bot tokens for complete white-labeling, SSO, and a dedicated SLA for large networks.

Additional server pricing is shown on the pricing page from the current tier configuration. Enterprise uses custom volume pricing.

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 custom bot tokens (white-label), SSO, and a dedicated SLA.

Organization plans become more cost-effective as you add servers, with centralized billing, team management, and current extra-server pricing 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
• API and unlimited webhooks: No limits on webhook nodes, plus API Request nodes to 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 Affiliates 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 available balance clears the minimum payout threshold, request a payout and our team settles it manually (PayPal or similar). Cash payouts are rolling out now, and your earnings keep building in the meantime.

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

• Webhook Nodes: Send data to external services like Zapier, Discord webhooks, or custom endpoints. Community plans include webhook nodes, Pro plans have unlimited webhooks
• 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, trigger flows, and access analytics from your own systems

Yes. Our team can help you build custom solutions for your specific needs:

• Configure advanced support flows with complex logic and branching
• Develop custom flow nodes for your specific use cases
• Build custom API integrations with your existing systems
• Create custom AI models and automation workflows
• Build custom solutions for enterprise requirements

Need help optimizing your existing setup, or building something fully custom? Get in touch.