Tickets dashboard
A full ticketing surface: kanban queue board, prioritised inbox, departments, panels, blacklist and SLA-aware analytics. Switch between threads and channels per category, and audit every action.
Before you start
- PRO tier or higher (the page header shows a PRO badge)
- You have tickets.manage on this server
- SYNTHET has Manage Channels, Manage Threads, Send Messages and Embed Links
- A staff role exists that should claim and answer tickets
- A hub channel where the panel will live
What you'll see
The page header shows a PRO badge and a Refresh button. Nine tabs separate triage surfaces from configuration.
Overview tab
At-a-glance health. Open this tab first thing in the morning.
Headline stat tiles
- Open tickets — currently unresolved.
- Avg response time — first staff reply, in minutes.
- Avg resolution time — open to closed, in minutes.
- Total tickets — lifetime count.
Conditional alert tiles
If the server has tickets Waiting on user or Escalated, two extra tiles appear in a second row.
Recent tickets list
- Shows the latest five tickets.
- Each row has the ticket number, subject, category chip, priority chip, status chip and submitter info.
- A red SLA-breach indicator on the right when the ticket has missed its target.
Queue tab
Kanban view. Six columns by status: Open, Pending, On Hold, Resolved, Waiting on User and Escalated.
Filter bar
- Queue — narrow to a single queue/department.
- Search — match subject, creator name or ticket number.
Ticket card
- Selection checkbox for bulk actions.
- Number, priority dot, subject, creator and time ago.
- Assigned-agent line if claimed.
- Inline pill buttons: Claim, Close, Reopen (when applicable) and ... for more actions.
Inbox tab
Email-style triage. A grouped list on the left, a ticket detail pane on the right.
Sections
- Assigned to me — tickets where you are the agent.
- Unassigned — needs a claim.
- Waiting on user — paused awaiting reply.
- SLA breaches — past target response or resolution time.
- Escalated — flagged for senior review.
Detail tabs (right pane)
- Quick actions — claim, close, transfer, escalate, change priority/status.
- Assign — pick the agent or staff role.
- Users — invite extra users into the ticket channel/thread.
- Edit — change subject, category, priority, internal notes.
- Merge — merge into another open ticket.
Categories tab
Categories (sometimes called departments) decide which staff handle which tickets and what template the ticket uses.
Create / edit category
Shown to users when picking a category.
Example: Billing
Optional helper text shown on the panel.
Optional emoji prefix on the public button.
Role that can see and answer tickets in this category.
Per-category override of the global mode: Threads or Channels.
Greeting message posted when a ticket opens.
Optional form questions asked before the ticket opens.
Panels tab
A panel is the public message users click to open a ticket.
Panel form
Internal name for the panel.
Where the panel message lives.
Embed title shown to users.
Embed description, supports markdown.
Embed accent colour.
Which categories this panel exposes as buttons.
Discord button style: primary, secondary, success or danger.
Blacklist tab
Stop specific users or roles from opening tickets.
Add to blacklist
Pick the offender or a role to ban from ticketing.
Free-text reason. Logged in audit.
Optional auto-expiry (e.g. 7 days).
Blacklist list
Each row shows target, reason, who added it, when, and an Expires column. The trash icon removes the entry immediately.
Settings tab
Server-wide ticket defaults. Most rows are collapsible cards with radio choices.
Default hub channel
Channel where panels post and where threads live when container mode is Threads. Saved automatically when changed.
Default container mode
- THREAD — every ticket is a private thread in the hub channel. Recommended.
- CHANNEL — every ticket gets its own hidden channel. Heavier on the channel list.
Archive policy
- LOCK — archive locks the thread/channel.
- HIDE — archive hides the channel but keeps history.
- DELETE — archive removes the channel after backup.
Default priority
Pick one of LOW, NORMAL, HIGH, URGENT. Used for new tickets unless the category overrides.
Rate limits
How many open tickets a user can have at once.
Example: 3
Time between successive submissions per user.
Example: 5m
Window inside which the open-cap counts.
Example: 1h
Analytics tab
Throughput and SLA performance. Refreshes when opened.
What you'll see
- Volume over time — open vs closed counts per day.
- Average response and resolution time, with trend arrows.
- Breakdown by category and by priority.
- Agent performance leaderboard (closed count, avg response time).
Audit tab
Read-only timeline. Use this to track who closed or transferred a ticket.
Columns
- Timestamp — when the action happened.
- Actor — staff member or System.
- Action — the event name (e.g. ticket.close).
- Target — affected ticket ID.
- Details — additional context.
Common tasks
Stand up a fresh ticket system
From zero to a working panel.
- Open DashboardTicketsSettings and pick a hub channel.
- Leave container mode on THREAD.
- Open DashboardTicketsCategories and create at least one category with a staff role.
- Open DashboardTicketsPanels and create a panel pointing at a public channel.
- Add the category to the panel and click Save. The panel is posted automatically.
Triage the morning queue
Standard staff workflow.
- Open DashboardTicketsInbox.
- Expand SLA breaches first and answer those tickets.
- Move on to Unassigned and claim what you'll handle.
- Use the Quick actions tab in the right pane to close or transfer once resolved.
Block a serial spammer
When one user keeps abusing the system.
- Open DashboardTicketsBlacklist.
- Click + Add to blacklist.
- Pick the user, write a reason, optionally set a 7-day expiry, click Save.
- Their existing open tickets are not auto-closed — close them manually if needed.