Tickets
Let members open a private thread with your staff from a panel of buttons or a dropdown, with questions, support roles and auto-close.
- Dashboard
- Dashboard › Tickets
- Commands
/ticket- You need
- Administrator to set up panels. Manage Server or one of the ticket type's support roles to close, reopen, add and remove.
- Element needs
- In each ticket type's parent channel: View Channel, Create Private Threads, Send Messages in Threads, Manage Threads and Embed Links (Create Posts for a forum).
- Plans
- More panels and ticket types. Dropdown panels, your own panel and ticket messages, and auto-close need the Basic plan or higher. See plans
What it does
A ticket panel is a message with a button, or a dropdown option, for each ticket type, like "Support", "Report a member" or "Apply". When a member picks one, Element opens a private thread under the type's parent channel with the member and your support roles in it.
Ticket types can ask questions before the ticket opens, post an opening message, log to a channel, and close themselves after a quiet spell. Closing a ticket locks and archives the thread, and staff can reopen it.
Why use it
Members get a private, tracked conversation with staff instead of DMs that get lost or cluttering public channels. Staff see who opened what, and why.
Set it up
- Open the dashboard, pick your server and go to Tickets.
- Click New panel and give it a name.
- Add a ticket type under Ticket types: its name, Where tickets open, Who answers (the support roles) and, if you like, a Form of questions.
- Save, then pick a channel under Post it and click Post.
/ticket panel createwith a panel name of up to 15 characters./ticket panel viewopens the panel's menu. Under Manage Tickets, click Add Ticket for each ticket type: its name, the parent channel's ID, the thread name format and the message.- Add Support Roles to each type, and optionally questions (Modal) and embeds.
/ticket panel sendposts the panel in a channel.
The ticket panel guide walks through the commands step by step.
Commands
| Command | What it does | You need |
|---|---|---|
/ticket panel create | Create a panel | Administrator |
/ticket panel view | Open a panel's menu to set it up | Administrator |
/ticket panel list | List the server's panels | Administrator |
/ticket panel send | Post a panel in a channel | Administrator |
/ticket panel update | Update a posted panel by its message link, or post it again | Administrator |
/ticket panel delete | Delete a panel | Administrator |
/ticket new | Open a ticket for a member | Manage Server or a support role |
/ticket close / open | Close or reopen a ticket | Manage Server or a support role |
/ticket add / remove | Add or remove someone in a ticket | Manage Server or a support role |
Customise it
Panel (from Edit Fields in the panel menu):
- Style: buttons or a dropdown.
- Open limit: how many tickets can be open from the panel at once (10 by default, up to 25).
- Embed: the panel's message, from an embed saved with
/embed.
Each ticket type:
- Name (up to 15 characters), label, emoji, and a button colour or dropdown description.
- Parent channel: the text or forum channel the ticket threads go in.
- Channel name format:
{ticket}-{user(name)}by default. - Open limit per member: how many of this type one member can have open (1 by default, up to 5).
- Message: posted when the ticket opens, up to 2,000 characters.
- Log channel, and inactivity close in minutes.
- Embeds for opening, closing and reopening, from saved embeds.
- Modal: up to 5 questions the member answers before the ticket opens. The answers are posted in the ticket.
- Support roles: added to every ticket of this type, and allowed to manage it.
Limits
| Free | Basic | Premium | |
|---|---|---|---|
| Panels | 1 | 5 | 15 |
| Ticket types per panel | 1 | 5 | 25 |
Common problems
- The ticket doesn't open. Element needs to create private threads and send messages in threads in the parent channel. Check the parent channel still exists.
- Staff can't see tickets. Add their role under Support Roles for each ticket type. People with Manage Server can always manage tickets.
- "You do not have permission to use this command in this ticket." Only Manage Server and the type's support roles can close, reopen, add or remove.
- The posted panel shows old settings. Run
/ticket panel updatewith the message link.
Turn it off or reset it
Delete the panel's message to stop new tickets, or /ticket panel delete to remove the panel. Existing ticket threads stay where they are.