Features at a Glance
Dual Mode
Server ticket panels or DM-based Modmail — choose what fits your community.
Transcripts
Save HTML transcripts of closed tickets with full message history, embeds, and attachments.
Multi-Category
Support for multiple ticket categories per panel with custom forms and welcome messages.
AI Powered
Auto-respond, detect spam, and generate close summaries with configurable AI models.
System Modes
Flamey offers two distinct support modes that you can switch between at any time from the Dashboard.Server Tickets (Default)
Users open tickets by clicking buttons or selecting options from interactive panels posted in your server channels. Each ticket creates a private channel where staff and the user can communicate.- Panels support buttons or dropdown select menus
- Tickets can be created as channels, threads, or forum posts
- Multiple panels per server, each with its own categories and FAQ
Modmail System
Users send a direct message to the bot, which creates a private thread in your server. Staff reply from the server, and the bot relays messages to the user’s DMs.- No panels needed — users simply DM the bot
- Staff can remain anonymous (messages appear from the bot)
- Works across servers the user shares with the bot via
/modmail create
Switch modes anytime from Dashboard → Tickets using the Switch Mode button (↻ icon) in the intro card. Your configuration for each mode is preserved separately.
Ticket Lifecycle
1
User Opens Ticket
The user clicks a button on the ticket panel (or DMs the bot in Modmail mode). A private channel is created using the configured naming format (e.g.,
#support-johndoe).2
Form Submission (Optional)
If the category has custom form fields configured, the user fills them out before the ticket is created. Responses are posted in the welcome message.
3
Welcome Message
A customizable welcome embed is posted in the new channel. It can include the user’s avatar, helpful links, and instructions.
4
Staff Claiming
Staff members click the Claim button to assign the ticket to themselves. Depending on claiming behavior, the ticket may be hidden from other staff or locked for exclusive access.
5
Resolution
Staff and the user communicate. Staff can add/remove users, set priority, add internal notes, and use the Notify Staff button to ping the team.
6
Closing
Once resolved, staff or the user can click Close. A close reason can be required (configurable). If rating is enabled, the user is asked to rate their experience.
7
Archiving
An HTML transcript is generated and sent to the logs channel. The ticket channel is renamed (e.g.,
closed-johndoe) and optionally moved to an archive category, then deleted.Dashboard Configuration
The dashboard is the recommended way to configure the ticket system. Navigate to Dashboard → Tickets in your server.Intro Card
The intro card at the top shows the current mode (Ticket System or Modmail System) and provides quick actions:- Enable/Disable Toggle — Turn the entire ticket system on or off for the server
- Switch Mode (↻) — Toggle between Server Tickets and Modmail
- Reset to Default — Reset transcripts, tickets, or configuration to defaults
- Docs — Quick link to this documentation page
Hub Tabs
- Panels
- Configuration
- Support Hours
- AI
- View Tickets
1
Create a Panel
Click “New Panel” to create your first ticket panel. Each panel can have multiple categories.
2
Design the Panel
Customize the panel’s appearance:
- Title and Description — The main message users see
- Accent Color — Brand color for the embed sidebar
- Thumbnail & Image — Visual elements for the panel embed
- Panel Type — Choose between Buttons (each category is a button) or Select Menu (dropdown selector)
- Link Buttons — Add external links (rules, website, etc.) to the panel
3
Create Categories
Add categories to define different ticket types. Each category represents a reason users can open a ticket (e.g., “General Support”, “Bug Report”, “Billing”).
4
Configure Category Details
For each category, you can configure:
- Label & Emoji — How the category appears on buttons/select menu
- Button Style — Primary, Secondary, Success, or Danger
- Description — Shown in select menu dropdowns
- Staff Roles — Which roles can view and manage tickets in this category
- Required Roles — Roles users must have to open this category
- Restricted Roles/Members — Block specific roles or users from this category
- Max Open Tickets — How many tickets a user can have open in this category simultaneously
- Target Category/Channel — Where ticket channels are created
- Forum Tag — Auto-apply a tag when using forum channels
- Overflow Category — Fallback category if the target is full
- Channel Name Format — Custom naming with variables:
{username},{nickname},{id},{ticket_count} - Closed Name Format — How the channel is renamed after closing
- Closed Archive Category — Move closed tickets to a specific category before deletion
- Log Channel — Per-category log channel override
- Cooldown — Per-category cooldown between ticket openings
- Ping Staff on Open — Automatically ping staff roles when a ticket is created
5
Customize Welcome Message
Design the embed that appears when a ticket is opened:
- Title & Description — Use
{user}to mention the ticket opener - Color — Custom accent color for the welcome embed
- Thumbnail — Use
{user_avatar}to show the user’s avatar - Image — Large image in the embed
- Show User Avatar — Toggle avatar display in the welcome message
- Link Buttons — Add helpful links to the welcome embed
- Pin Welcome Message — Automatically pin the welcome message
6
Configure Buttons
Customize the action buttons that appear in the ticket channel:
- Close Button — Label, emoji, and color. Optional confirmation prompt.
- Claim Button — Label, emoji, and color for staff claiming
- Notify Staff Button — Label, emoji, color, and cooldown between uses
- Ask Close Reason — Prompt the closer for a reason
- Close Reason Required — Make the reason mandatory
- Save Transcripts — Per-category transcript toggle
- Users Can Close — Allow non-staff to close their own tickets
7
Add Form Fields
Collect information from users before the ticket is created. Available field types:
- Short Text — Single-line text input
- Paragraph — Multi-line text input
- Number — Numeric input
- String Select — Dropdown menu with custom options
- Radio Group — Radio button selection
- Checkbox Group — Multiple selection checkboxes
- File Upload — Allow users to attach files
- Text Display — Show informational text (not an input)
- User Select — Select a Discord user
- Role Select — Select a Discord role
- Channel Select — Select a Discord channel
- Date Picker — Date selection
8
Set Up FAQ (Optional)
Add frequently asked questions to your panel to help users before they open a ticket:
- FAQ Title & Description — Header for the FAQ section
- FAQ Button — Custom label, emoji, and style
- FAQ Accent Color — Brand color for FAQ embeds
- FAQ Image/Thumbnail — Visual elements for FAQ answers
- Questions & Answers — Rich text with link buttons per answer
- FAQ Select Placeholder — Placeholder text for the FAQ dropdown
9
Send the Panel
Select a target channel and click “Send Panel”. The panel will be posted and users can start opening tickets.
Commands
The ticket system includes a comprehensive set of slash commands. You can also manage permissions per command from the Dashboard → Commands page./ticket — Main Router
The primary command hub. All subcommands are registered under /ticket:
/modmail — Modmail Commands
/staff — Staff Statistics
Custom Message Templates
You can customize the bot’s default messages for ticket events from Dashboard → Messages.Staff Statistics
Track your team’s performance with detailed insights.Individual Stats
/staff stats [user]
View how many tickets a staff member has claimed and closed, average response time, and average rating.Leaderboard
/staff leaderboard
See who is handling the most tickets in your server, ranked by tickets, rating, or response time.Transcripts
When a ticket is closed, an HTML transcript is automatically generated.How do transcripts work?
How do transcripts work?
Transcripts are HTML files that look exactly like Discord chat. They include:
- All messages and embeds with full formatting
- Attachments and images
- Stickers and reactions
- Timestamps and user avatars
- Pinned messages
- AI-generated close summaries (if enabled)
Channel Name Variables
When configuring channel name formats, you can use the following variables:Priority Levels
When priority is enabled, tickets can be assigned one of four levels:
If Priority Emoji in Channel Name is enabled, the emoji is prefixed to the channel name (e.g.,
🔴-support-johndoe).
Claiming Behavior
When a staff member claims a ticket, the configured behavior determines what happens:Ticket Mediums
Each panel can create tickets in one of three channel types:Form Field Types
When creating custom forms for ticket categories, the following field types are available:All form field responses are posted in the welcome message when the ticket is created, giving staff immediate context about the user’s request.
FAQ System
Each panel can include an FAQ section that users can browse before opening a ticket. This helps reduce unnecessary tickets by answering common questions upfront.- FAQ appears as a button on the panel (or a select menu option)
- Each FAQ entry has a question, answer, optional emoji, and description
- Answers support rich text with link buttons
- FAQ entries can have custom thumbnails, images, titles, and descriptions
- The FAQ button label, emoji, and style are fully customizable
Reset Options
The Reset to Default button in the intro card allows you to selectively reset parts of the ticket system:- Delete all transcripts — Removes all saved transcript records
- Delete all tickets — Removes all open and closed ticket records
- Reset configuration — Resets all settings, panels, and categories to defaults