Ticket Management
Comprehensive guide to SYNTHET's ticket system covering user-facing commands, ticket lifecycle operations, staff management, and complete dashboard configuration for building professional support infrastructure.
Quick Start (5 Minutes)
- 1. Access SYNTHET dashboard and navigate to Tickets section
- 2. Create a dedicated support channel (e.g., #tickets or #support)
- 3. Set up ticket categories via the dashboard (e.g., Support, Billing, Bug Reports)
- 4. Create a ticket panel and add category buttons
- 5. Assign staff roles and configure channel permissions
- 6. Enable transcript logging and test with a sample ticket
User-Facing Commands
Members and staff use these commands to interact with the ticket system. Create tickets, manage current tickets, and perform staff operations.
Member Operations
Create tickets, close tickets, add notes, view history, and manage their own ticket requests.
Staff Operations
Claim tickets, assign to team members, set priority levels, transfer between staff, and close resolutions.
Creating & Managing Your Ticket
Users can create tickets by clicking the support panel buttons or using commands. Once created, members manage their tickets with various options.
How to Create a Ticket
Members can create a ticket by clicking a category button on the support panel, or use the command below. This creates a private channel for your support conversation.
Ticket Commands for Members
/ticket close <reason>
Close your current ticket and provide a closing reason
/ticket notes
Add internal notes to your ticket for staff reference (staff-only visible)
/ticket history
View your personal ticket history including past tickets and their statuses
/ticket claim
For staff: Claim an unassigned ticket to take ownership and handle it
Staff Operations & Ticket Management
Staff members with appropriate roles can perform advanced ticket management operations including assignment, priority setting, and transfers.
| Command | Description |
|---|---|
/ticket assign <user> | Assign ticket to a specific staff member |
/ticket priority <level> | Set ticket priority: HIGH, MEDIUM, or LOW |
/ticket transfer <user> | Transfer ticket ownership to another staff member |
/ticket notes <text> | Add internal notes visible only to staff |
/ticket history [user] | View full ticket history for specific user or all tickets |
/ticket-blacklist add <user> | Block a user from creating support tickets |
/ticket-blacklist remove <user> | Unblock a user from ticket creation |
Managing Ticket Categories
Categories organize different types of support requests. Staff can create and manage categories to route tickets appropriately. Use the dashboard for configuration or commands for quick setup.
Category Commands
/ticket-category create <name>
Create a new ticket category (e.g., "Technical Support", "Billing", "Bug Reports")
/ticket-category list
Display all available ticket categories on the server
Recommended Category Structure
- •General Support: Questions, guide requests, general help
- •Technical Issues: Bugs, crashes, errors, troubleshooting
- •Billing & Payments: Subscription, refunds, payment issues
- •Feature Requests: Suggestions and enhancement ideas
- •Account & Security: Account access, password reset, security concerns
Priority Levels & Ticket Status
Tickets can be assigned priority levels to help staff prioritize work. Staff managers can set priorities and track ticket status throughout the lifecycle.
Priority Levels
Ticket Lifecycle
Open
Newly created ticket waiting for staff assignment
Claimed/Assigned
Staff member has taken ownership and is actively working on it
In Progress
Actively being addressed with ongoing investigation or implementation
Closed
Resolved and archived. Channel is preserved for transcript/history
Dashboard Configuration Guide
Use the SYNTHET dashboard to set up and manage your ticket system. The dashboard provides intuitive controls for all configuration options.
Core Setup Steps
- 1. Create CategoriesDefine ticket types (Support, Billing, Bugs, Features, etc.) from the Categories section
- 2. Create PanelSet up the support interface panel with name, description, color, and emoji from the Panels section
- 3. Add ButtonsLink categories to panel buttons so users can create tickets by clicking category-specific buttons
- 4. Channel SettingsSet ticket channel parent category, naming pattern, and per-user ticket limits
- 5. Staff RolesAssign staff roles and permissions so only designated members can manage tickets
- 6. LoggingEnable transcript logging channel to preserve ticket history and conversations
Channel Naming & Organization
Configure automatic channel naming patterns to keep ticket channels organized. Available variables:
{category} - Ticket category name{user} - Creator's user ID{username} - Creator's username{id} - Unique ticket IDticket-{id}-{username} → ticket-1234-john{category}-{id} → support-1234Staff Roles & Access Control
Configure which roles can perform ticket operations. Assign staff roles through the dashboard to control access to sensitive ticket management features.
Role Permissions
Support Staff
Can claim tickets, add notes, view ticket history, and close tickets
Ticket Manager
Full access including assign, priority setting, transfer, and blacklist management
Admin Override
Can configure system settings, manage panels, and adjust all permissions
Best Practice: Minimal Privilege
Only grant staff roles to trusted team members. Use Support Staff role for frontline support and Manager role for leadership. Regularly audit who has ticket management access.
Transcript & Logging
Enable transcript logging to automatically save all ticket conversations. This creates an audit trail and helps with record-keeping.
Benefits:
- • Preserve ticket conversations for compliance and records
- • Review past interactions for training and quality assurance
- • Archive conversations even after ticket channels are deleted
- • Track staff performance and response times
Best Practices & Tips
- • Create 4-6 well-organized categories rather than many overlapping ones
- • Use consistent channel naming with {id} variable for easy searchability and uniqueness
- • Set per-user ticket limits (5-10 open) to prevent spam abuse
- • Enable transcript logging to preserve ticket history for compliance and training
- • Assign appropriate staff roles - don't give everyone admin access
- • Use priority levels consistently - HIGH for outages, MEDIUM for normal, LOW for general
- • Add panel descriptions to guide users on how to create tickets correctly
- • Monitor blacklist to prevent repeat abusers from creating tickets
- • Regularly review unclaimed tickets and assign them quickly
- • Use ticket notes for internal communication between staff members
- • Set SLA targets (response time, resolution time) per category for accountability
- • Test the complete workflow before announcing to your community
Troubleshooting
Users can't create tickets
Check if user is blacklisted (/ticket-blacklist list), reached per-user ticket limit, or lacks category permissions. Verify support panel exists and has buttons.
Staff commands not working
Verify user has appropriate staff role assigned via dashboard. Support Staff role is needed for basic operations, Manager role for advanced features like assign/priority.
Ticket channels appearing in wrong category
Check channel parent category setting in dashboard. Make sure the parent category exists and bot has permissions to create channels in it.
Panel buttons not working
Verify categories exist and are properly linked to buttons. Delete and recreate the panel if buttons are still unresponsive.
Transcript logging not saving tickets
Enable transcript logging from dashboard and verify logging channel exists. Check bot permissions to send messages in logging channel.
Missing /ticket commands in Discord
Make sure bot is invited with proper intents and permissions. Restart Discord client to refresh command list. Verify Tickets module is enabled.
Frequently Asked Questions
→Can members see other people's tickets?
No. Each ticket channel is private to the ticket creator and assigned staff members. Members cannot see tickets created by others. Staff with Ticket Manager role can view all tickets.
→How do I transfer a ticket to a different staff member?
Use /ticket transfer <user> to change ticket ownership. Only Ticket Manager role can transfer. The new staff member receives a notification and becomes the primary contact.
→What happens when a ticket is closed?
The channel is archived (hidden but not deleted). If transcript logging is enabled, a transcript is automatically saved. The ticket appears in history and can be reopened if needed.
→Can I add notes that only staff can see?
Yes, use /ticket notes <text> to add internal notes. These are only visible to staff members, not to the ticket creator. Perfect for tracking progress without cluttering the conversation.
→How do I prevent a specific user from creating tickets?
Use /ticket-blacklist add <user> to block them. Blacklisted users cannot create any tickets but can still see archived ones. Remove with /ticket-blacklist remove <user>.
→Can I have multiple support panels?
Yes, create multiple panels for different support areas. For example, one in #support for general help and another in #bugs for bug reports. Each panel can have different button sets.
→What are SLAs and how do I set them?
SLAs (Service Level Agreements) set expected response/resolution times per category. Configure in dashboard under Category Settings. Violations are tracked for performance monitoring.