# Ticket Tool - Complete Documentation for LLMs

## Product Description

Ticket Tool is a complete Discord ticket and support system for communities and businesses. It combines a Discord bot with a web dashboard, and provides ticket management, workflow automation, analytics, and multi-server management.

### Core Features

**Ticket Management**
- Unlimited ticket creation and tracking across all plans
- Custom ticket categories with granular permissions
- Ticket claiming, assignment, and priority levels
- Rich ticket transcripts with full message history and attachments
- Bulk ticket operations and advanced search
- Auto-close inactive tickets with customizable timeouts

**Visual Flow Builder**
- Drag-and-drop workflow designer with visual node editor
- Conditional logic and branching based on user responses
- Custom questions with data validation (text, numbers, selects, etc.), collected across single or multi-page modals
- Application node (Community and up): multi-page application forms that post to a review channel or open a ticket, with optional role-gated Approve/Deny review and a role granted on approval
- Automated actions: webhooks, role assignments, messages, channel creation
- Integration nodes: webhook nodes on Community and up; API request and AI nodes on Pro and organization plans
- Pre-built templates for common workflows (onboarding, triage, escalation)

**Knowledge Base**
- Searchable article system with categories and tags
- Public web knowledge base portal (Community and up); custom domains are Pro and organization-plan features
- Rich text editor with markdown support and media embeds
- Article analytics: views, searches, helpful ratings
- Automatic article suggestions based on ticket content
- Integration with ticket flows for self-service support

**Dashboard & Interface**
- Modern web dashboard at https://dash.ticket-tool.app
- Real-time ticket viewer with live updates
- Team member management with role-based permissions
- Customizable branding: embed colors, footer, and logo (Pro and organization plans)
- Your own ticket panel footer (Community and higher); free panels show "Powered by ticket-tool.app"
- Mobile-responsive design for on-the-go management
- Dark mode support

**Automation & Integration**
- Webhook nodes for external service integration (Community and up)
- Automated ticket routing based on keywords, user roles, or custom logic
- SLA tracking with notifications and escalation (Pro and organization plans)
- Scheduled actions and reminders
- Auto-responders and canned responses
- REST API for programmatic access (Pro and organization plans)

**Analytics & Reporting**
- Ticket volume trends and peak time analysis
- Response time and resolution time metrics
- Team performance tracking and leaderboards
- Feedback collection with Request Rating (Community and up)
- Advanced CSAT trends, staff attribution, SLA tracking, and sentiment-style analysis (Pro and organization plans)
- Exportable reports in CSV format
- Cross-server analytics dashboard (Organization plans)

## Plans & Pricing

### Free - $0
Per server · No credit card required

**Included:**
- Unlimited tickets
- Ticket Transcripts
- Reply from the dashboard + notifications
- 5 support flows
- 10 KB articles
- 15 automation rules
- 30 days data retention
- Basic support

**Limits:**
- Price: Free
- Plan Type: Per Server
- Tickets per month: Unlimited
- Support flows: 5
- KB articles: 10
- Automation rules: 15
- Webhook nodes: 0
- Data retention: 30 days

### Community - $5/month or $48/year (save $12)
Per server · Support indie development

**Included:**
- Everything in Free, plus:
- Unlimited support flows & KB articles
- Unlimited automation rules
- Public web knowledge base
- 10 webhook nodes
- Request Rating flow node
- 12 months data retention
- Priority support

**Limits:**
- Price: $5/mo
- Plan Type: Per Server
- Tickets per month: Unlimited
- Support flows: Unlimited
- KB articles: Unlimited
- Automation rules: Unlimited
- Webhook nodes: 10
- Data retention: 12 months


### Pro - $12/month or $108/year (save $36)
Per server · For power users

**Included:**
- Everything in Community, plus:
- AI ticket Assist (draft replies & summaries)
- AI flow nodes + monthly token allowance
- REST API access & integrations
- Custom KB domain & branding removal
- SLA tracking & advanced analytics
- Unlimited data retention

**Limits:**
- Price: $12/mo
- Plan Type: Per Server
- Tickets per month: Unlimited
- Support flows: Unlimited
- KB articles: Unlimited
- Automation rules: Unlimited
- Webhook nodes: Unlimited
- Data retention: Unlimited

## Organization Plans

Organization plans provide advanced features for teams managing multiple Discord servers with centralized billing and management.

### Team - $25/month or $240/year (save $60)
Advanced features & multi-server management

**Billing Model:**
- 3 servers included in base price
- Additional servers: $8/month each
- Maximum 15 servers
- Up to 10 team members

**Organization Features:**
- Everything in Community, plus:
- 3 servers included (+$8/ea extra)
- Multi-server dashboard
- Full API access & integrations
- API and AI flow nodes
- Unlimited webhook nodes
- Up to 10 team members

**Server Features:**
Each server in your organization gets the "pro" tier, which includes:
- kb Advanced
- remove Branding
- advanced Analytics
- integrations Allowed
- public Knowledgebase
- advanced Nodes Allowed
- hide Platform Branding
- scheduled Automations Allowed


### Enterprise - Custom pricing (contact sales)
Advanced features & multi-server management

**Billing Model:**
- 10 servers included in base price
- Maximum unlimited servers
- Up to unlimited team members

**Organization Features:**
- Everything in Community, plus:
- 10 servers included (+$10/ea extra)
- Multi-server dashboard
- Custom bot token (white-label)
- Full API access & integrations
- API and AI flow nodes
- Unlimited webhook nodes
- Unlimited team members

**Server Features:**
Each server in your organization gets the "pro" tier, which includes:
- kb Advanced
- remove Branding
- advanced Analytics
- integrations Allowed
- public Knowledgebase
- advanced Nodes Allowed
- hide Platform Branding
- scheduled Automations Allowed



## Feature Comparison

**Price** - Monthly subscription cost per server or organization
- Free: Free
- Community: $5/mo
- Pro: $12/mo

**Plan Type** - Per Server plans bill per Discord server. Org plans include multiple servers with advanced features (see Teams page for details).
- Free: Per Server
- Community: Per Server
- Pro: Per Server

**Tickets per month** - Number of support tickets your team can handle
- Free: Unlimited
- Community: Unlimited
- Pro: Unlimited

**Support flows** - Interactive questionnaires to gather info before ticket creation
- Free: 5
- Community: Unlimited
- Pro: Unlimited

**KB articles** - Help articles users can browse for self-service support
- Free: 10
- Community: Unlimited
- Pro: Unlimited

**Automation rules** - Auto-actions like reminders, auto-close, and notifications
- Free: 15
- Community: Unlimited
- Pro: Unlimited

**Webhook nodes** - Add webhook nodes to your flows to send data to external services like Zapier or your own systems
- Free: 0
- Community: 10
- Pro: Unlimited

**Data retention** - How long ticket transcripts are stored
- Free: 30 days
- Community: 12 months
- Pro: Unlimited

**Support response time** - Our target response time for support requests (not a guaranteed SLA)
- Free: 48-72h
- Community: 24h
- Pro: 12h

**Public knowledge base** - Public website where users can search and read your help articles without joining Discord
- Free: ✗
- Community: ✓
- Pro: ✓

**Custom KB domain & CSS** - Host your public KB on your own domain with custom styling
- Free: ✗
- Community: ✗
- Pro: ✓

**Advanced analytics, CSAT & SLA** - Advanced satisfaction analysis, SLA tracking, and detailed insights into ticket trends and team performance
- Free: ✗
- Community: ✗
- Pro: ✓

**API and AI flow nodes** - API request and AI nodes for support flows. Webhook nodes are listed separately because Community includes a limited allowance.
- Free: ✗
- Community: ✗
- Pro: ✓

**AI ticket Assist** - In-ticket AI tools: draft replies, summarize the conversation, and gauge sentiment for your staff
- Free: ✗
- Community: ✗
- Pro: ✓

**Monthly AI tokens** - Included AI usage per month that powers the AI nodes and ticket Assist. Resets monthly; top-up packs available, and organization plans share one pool.
- Free: None
- Community: None
- Pro: 5M

For complete feature comparison, visit https://ticket-tool.app/pricing

## Use Cases

### Gaming Communities
- Player report management with automated triage
- Ban appeal workflows with evidence collection
- Partnership request handling with application forms
- In-game issue reporting with server/player context
- Community feedback and suggestion tracking

### Support Teams
- Technical support ticketing with priority routing
- Bug report tracking with reproduction steps
- Feature request management with voting
- Customer inquiry handling with SLA compliance
- Multi-tier escalation workflows

### Creative Communities
- Commission request management with portfolio review
- Collaboration coordination with project tracking
- Artist onboarding with verification flows
- Portfolio review workflows with feedback collection
- Project submission and approval processes

### Educational Institutions
- Student support request management
- Administrative inquiry handling
- Assignment submission workflows
- Office hours scheduling and queue management
- TA coordination and shift management

### Businesses
- Customer support with API and webhook integrations
- Internal IT helpdesk workflows
- HR request management (PTO, expenses, onboarding)
- Vendor coordination with invoice tracking
- Multi-location support with regional routing

## Setup & Configuration

### Getting Started
1. Invite the bot to your Discord server via https://discord.com/oauth2/authorize?client_id=1506999581722804274
2. Run the `/setup` command to initialize configuration
3. Create your first ticket category and panel in the dashboard
4. Customize welcome messages and branding in the dashboard
5. (Optional) Build support flows for automated triage
6. (Optional) Add knowledge base articles for self-service
7. (Optional) Configure automation rules and notifications

### Common Configurations

**Simple Ticket System**
- Single "Support" category
- Direct support team access
- Manual ticket claiming
- Basic auto-close after 7 days

**Multi-Department Setup**
- Separate categories: Technical, Billing, Sales
- Role-based permissions per category
- Automated routing based on user selection
- Department-specific SLA targets

**Automated Triage**
- Flow-based ticket creation with custom questions
- Conditional routing based on issue type and severity
- Knowledge base integration for common questions
- Automatic escalation for high-priority issues

**Self-Service First**
- Knowledge base widget in ticket creation
- Required KB search before ticket creation
- Automated article suggestions in tickets
- Request Rating surveys to measure self-service effectiveness

## API Documentation (Pro and organization plans)

### Authentication
**Base URL:** https://api.ticket-tool.app/v1

API access is included on the Pro server plan and on all organization plans (Team and Enterprise). It is not available on the Free or Community plans.

All API requests require a Bearer token in the Authorization header. Tokens look like `tt_...`:
```
Authorization: Bearer tt_...
```

Tokens are created in the dashboard: for a single server (Pro) in the server's Developer section, or for an organization in Organization Settings. Each token carries scopes (for example `tickets:read`, `tickets:write`, `org:analytics:read`), can have an optional expiry, and is shown only once at creation.

There are two kinds of token:
- **Guild token** (Pro): bound to one server; resource paths are direct, e.g. `GET /v1/tickets`
- **Organization token** (Team and Enterprise): reaches any member server by prefixing a guild path with `/org/servers/{guildId}` (e.g. `GET /v1/org/servers/{guildId}/tickets`), plus cross-server endpoints under `/v1/org`

### Core Endpoints

The full, always-current endpoint list lives in the interactive explorer at https://api.ticket-tool.app/v1/reference and the OpenAPI 3.1 spec at https://api.ticket-tool.app/v1/openapi.json.

Because that spec is public and needs no authentication to read, an AI coding agent (Claude Code, Codex, Cursor, or any tool-calling assistant) can read it and configure a server end to end: creating ticket categories, deploying panels, authoring support flows including their nodes, writing knowledge base articles, adding staff-only workflow buttons and registering webhooks, all from a plain-English description. Tier limits and permission checks apply identically to the API, so an agent cannot exceed the server's plan or reach another server's data. Guide: https://ticket-tool.app/docs/guides/ai-agent-setup

**Tickets**
- `GET /v1/tickets` - List tickets (filtering, cursor pagination)
- `POST /v1/tickets` - Create a ticket (supports an Idempotency-Key header)
- `GET /v1/tickets/{id}` - Get ticket details
- `PATCH /v1/tickets/{id}` - Update a ticket
- `DELETE /v1/tickets/{id}` - Delete a ticket
- `POST /v1/tickets/{id}/close` / `reopen` / `claim` / `unclaim` - Lifecycle actions
- `GET|POST /v1/tickets/{id}/messages` - Read or send ticket messages
- `GET|POST /v1/tickets/{id}/participants`, `DELETE /v1/tickets/{id}/participants/{userId}` - Manage participants
- `GET /v1/tickets/{id}/transcript` - Fetch the transcript
- `GET /v1/tickets/{id}/events` - Ticket event history

**Categories**
- `GET|POST /v1/categories`, `GET|PATCH|DELETE /v1/categories/{id}`

**Panels**
- `GET|POST /v1/panels`, `GET|PATCH|DELETE /v1/panels/{id}`, `POST /v1/panels/{id}/deploy`

**Flows**
- `GET|POST /v1/flows`, `GET|PATCH|DELETE /v1/flows/{id}`

**Knowledge Base**
- `GET|POST /v1/knowledgebase/items`, `GET|PATCH|DELETE /v1/knowledgebase/items/{id}`

**Analytics**
- `GET /v1/analytics/overview` - Ticket volume and metrics summary
- `GET /v1/analytics/team` - Team performance metrics
- `GET /v1/analytics/csat` - Satisfaction ratings
- `GET /v1/analytics/snapshots` - Historical analytics snapshots

**Webhook endpoints (management)**
- `GET|POST /v1/webhooks`, `GET|PATCH|DELETE /v1/webhooks/{id}`
- `GET /v1/webhooks/{id}/deliveries`, `POST /v1/webhooks/{id}/deliveries/{deliveryId}/resend`

**Organization (org tokens)**
- `GET /v1/org`, `GET /v1/org/servers`, `GET /v1/org/members`, `GET /v1/org/analytics`, `GET /v1/org/transcripts`
- All guild resources above are also available per member server under `/v1/org/servers/{guildId}/...`

**Token introspection**
- `GET /v1/me` - Details about the current token

### Rate Limits
- Base limit: 300 requests per minute per token, with a burst allowance of 50 (limits can vary by plan tier)
- No daily request cap
- Every response includes `X-RateLimit-Limit`, `X-RateLimit-Remaining`, and `X-RateLimit-Reset` headers
- Exceeding the limit returns a 429 status with a `Retry-After` header

### Webhooks

Register an HTTPS endpoint and Ticket Tool will POST a signed JSON payload whenever a subscribed event occurs. Manage endpoints from the dashboard or via the webhooks API endpoints above.

**Supported Events:**
- `TICKET_CREATED`, `TICKET_UPDATED`, `TICKET_CLOSED`, `TICKET_REOPENED`
- `TICKET_CLAIMED`, `TICKET_UNCLAIMED`, `TICKET_DELETED`
- `TICKET_MESSAGE_CREATED`, `TICKET_PARTICIPANT_ADDED`, `TICKET_PARTICIPANT_REMOVED`
- `TICKET_RATING_CREATED`

Subscribe to specific events when creating the endpoint, or leave the list empty to receive all of them.

**Payload Format:**
```json
{
  "id": "clr2x9k0a0001s7f0h2p3q4r5",
  "type": "TICKET_CREATED",
  "createdAt": "2026-06-06T12:00:00.000Z",
  "data": { "ticketId": "...", "ticketNumber": 42 }
}
```

**Signatures and delivery:**
Each delivery is signed with HMAC-SHA256 over `"{timestamp}.{rawBody}"` using the endpoint's signing secret, sent via `X-TicketTool-Signature` and `X-TicketTool-Timestamp` headers (plus `X-Webhook-Event` with the event type). Failed deliveries retry with exponential backoff (up to 6 attempts); delivery history can be inspected and re-sent from the dashboard or the deliveries endpoints.

## Technical Specifications

**Architecture**
- Discord bot built with Discord.js v14
- Next.js web dashboard with TypeScript
- PostgreSQL database for persistent storage
- Redis for caching and real-time features
- REST API with an OpenAPI 3.1 specification
- WebSocket connections for real-time dashboard updates

**Security**
- Encryption in transit and at rest for ticket data
- OAuth2 authentication via Discord for dashboard access
- Role-based access control (RBAC) with granular permissions
- Audit logging for administrative actions
- GDPR-aligned data handling

**Performance & Availability**
- High-availability hosting with published status and incident history at https://ticket-tool.app/status
- Static assets and traffic served through a global CDN

**Integrations**
- Native Discord slash commands and interactions
- Built-in integrations (Pro and organization plans): Stripe, Whop, Patreon, Sellix, Tebex, GitHub, Linear, Notion, and Slack
- Webhook and API request flow nodes for connecting external services from flows
- Outbound webhooks to any HTTPS endpoint
- REST API for custom integrations
- Stripe for payment processing

## Support & Resources

**Documentation:** https://ticket-tool.app/docs
- Getting started guides (adding the bot, basic setup, quick start)
- Concepts: panels, categories, support flows, transcripts, knowledge base, permissions
- Slash command reference
- Dashboard, organizations, automations, and integrations guides
- API reference: authentication, endpoints, and webhooks
- Billing and affiliate program documentation

**Support Channels:**
- Community Discord server: https://ticket-tool.app/discord
- Priority support for paid subscribers

**Support Response Targets (not a guaranteed SLA):**
- Free: 48-72 hours
- Community and Pro: 24 hours
- Organization plans: 12 hours
- Enterprise: dedicated support

**Status & Monitoring:**
- Real-time system status page at https://ticket-tool.app/status
- Historical uptime and incident history

## Frequently Asked Questions

**Q: Can I use Ticket Tool for free?**
A: Yes! The Free plan includes unlimited tickets and core features for one Discord server. No credit card required.

**Q: What's the difference between Server plans and Organization plans?**
A: Server plans (Free, Community, Pro) are per-server billing for individual Discord servers. Organization plans allow you to manage multiple servers with centralized billing and team management, and they provide a server tier to member servers.

**Q: Can I cancel anytime?**
A: Yes, you can cancel your subscription at any time with no cancellation fees.

**Q: Do you offer refunds?**
A: New customers get a 14-day satisfaction guarantee on their first subscription. If it isn't a fit, contact support within 14 days of your initial purchase for a full refund, as long as the service hasn't been substantially used. Renewals and later charges are non-refundable, but you can cancel anytime to stop future charges.

**Q: Is there a setup fee?**
A: No setup fees or hidden charges. You only pay the monthly or annual subscription price.

**Q: What payment methods do you accept?**
A: Payments are processed by Stripe, which accepts all major credit cards.

**Q: Is my data secure?**
A: Yes. We use encryption in transit and at rest, role-based access control, audit logging, and regular backups.

**Q: Can I use my own Discord bot?**
A: Yes! Enterprise plans include white-label bot support. You can use your own Discord bot application with custom name, avatar, and branding.

**Q: Do you have an SLA for uptime?**
A: Live and historical uptime is published at https://ticket-tool.app/status. A custom uptime SLA is available for Enterprise plans on request.

**Q: Can I get a demo or trial?**
A: The Free plan serves as a no-cost way to evaluate the core product, and new customers get a 14-day satisfaction guarantee on their first paid subscription. Contact sales for an Enterprise demo.

**Q: Is there a volume discount?**
A: Team bills additional servers at $8/month per server. Enterprise offers custom volume pricing.

## Version Information

- **API Version:** v1
- **Last Updated:** 2026-07-25

## Additional Resources

- Website: https://ticket-tool.app
- Dashboard: https://dash.ticket-tool.app
- Documentation: https://ticket-tool.app/docs
- Pricing: https://ticket-tool.app/pricing
- Discord Community: https://ticket-tool.app/discord
- YouTube channel: https://www.youtube.com/@TicketTool-App
- GitHub: https://github.com/Ticket-Tool-App
- Twitter/X: https://x.com/TicketTool11285