Tickets, reports & Middleman

Set it up

1. Open Moderation → Support tickets.
2. Choose a log channel and a default support role.
3. Add categories (for example General help and Report a member). Each has a Discord category to create channels in, and staff roles.
4. In the channel where members should ask, type /ticket panel. The bot posts a menu.

How members use it

They pick a category from the menu and a private channel is created for them and the staff roles. If the category has a form, they answer its questions first and the answers are posted in the ticket. Each question can have a shortest and a longest answer (up to 700 characters); add questions on the dashboard or with /ticket form add.

Who can open a category

A category can list required roles (members need any one of them, or all of them) and blocked roles (members with one cannot open it). Set them on the dashboard or with /ticket category roles. A role cannot be both. Staff can still open a ticket for anyone with /ticket open.

Claiming

Only members with the ticket’s support role (the category’s roles, or the default support role) can claim it. Administrator or moderator permissions alone are not enough. Claiming posts a message that pings the member who opened the ticket.

Claim visibility

Choose what the rest of the team can do once a ticket is claimed: see it but only the claimer replies (the default), see and reply, or only the claimer sees it (support roles that can manage channels keep access). Each category can override the server setting. Unclaiming always gives the support roles their access back.

Staff commands

Inside a ticket, the support team can use /ticket close, /ticket claim, /ticket unclaim, /ticket transfer, /ticket rename, /ticket move, /ticket user add, /ticket user remove and /ticket autoclose-exclude. A name set with /ticket rename is temporary. The name follows the channel-name template again after the next claim, unclaim, move or close. /ticket move releases the claim when the claimant is not on the new category’s support team. /ticket open opens a ticket for a member from any channel; it skips the form and role rules but respects the member’s open-ticket limit, and the ticket shows who opened it. Every subcommand also works with the prefix, for example ,ticket user add @Riley.

Channel names and messages

Set separate channel names for open, claimed and closed tickets using {id}, {count} (the server’s own running ticket number), {user}, {nickname} (the opener’s server nickname), {category} and {claimant}. Unclaiming restores the open name. You can also rewrite the opened, claimed and closed messages; the preview shows the result.

Transcripts

Choose a transcript channel, separate from the log channel. When a ticket closes, its transcript is posted there and sent to the member who opened it by DM, with an online link when the dashboard is running. Support staff can send one at any time with /ticket transcript. If the member has DMs closed, staff are told it was not delivered.

Limits and auto-close

Set how many tickets one member may have open, and when idle tickets close (with a warning first). Staff can keep one ticket out of auto-close with /ticket autoclose-exclude.

Who can close

The support team and staff can always close a ticket. Turn off Members can close their own tickets to stop the member who opened it from closing it with the button or /ticket close.

Ratings and feedback

Turn on Feedback and the member gets a DM with 1–5 star buttons after their ticket closes. They can rate once, within 7 days, and add written feedback. The rating is added to the ticket’s entry in the log channel and credited to the staff member who claimed (or closed) it. See averages with /ticket ratings or on the dashboard.

When a member leaves

Choose what happens to a member’s open tickets when they leave the server: nothing, a notice in the ticket, or closing it (the transcript is saved first, and no rating is asked for).

Scam investigations

Open Moderation → Scam investigations to set the SI and management roles, private report and appeal queues, ticket categories, history channel, appeal logs and verdict channel.

What a reporter can see

Use /report with at least one proof attachment. The report enters the SI-only open queue. After an investigator claims it, they can open a private ticket with the reporter. The reporter receives its direct link and can discuss the case there. Anonymous reports are shown as anonymous in the queue and publication.

What investigators do

Investigators claim reports, add notes and review proof before opening a reporter ticket. They close the ticket first, then send the report to the management-only closed queue. Management can edit, post or reopen it. Scammer-role appeals use separate SI and management queues and their own private ticket category.

Middleman services

Open Plugins → Middleman to configure MM staff, ticket categories, transcripts, vouch and ban channels, leaderboard channels, client milestone roles, and VIP links. Middleman commands use the server’s bot prefix (default ,), the same one as every other prefix command; change it on the Command prefix page. Open the command guide and choose Prefix to see every Middleman and ticket command. Use ,help middleman in Discord for the interactive menu. The request panel (posted with ,panel) starts with a universal message and a trade value menu. Under Request panel you can rewrite its text and color, and add, edit or remove menu options. Give each option its own middleman roles: those roles see and are pinged in tickets for that option, and count as middlemen for claiming.