> ## Documentation Index
> Fetch the complete documentation index at: https://docs.flamey.lol/llms.txt
> Use this file to discover all available pages before exploring further.
# Ticket System
> A complete support system for your server.
Flamey provides a professional ticket system to handle user inquiries, reports, and applications privately. It supports two operational modes: **Server Tickets** (users interact with panels inside your server) and **Modmail** (users DM the bot to open private support threads).
## Features at a Glance
Server ticket panels or DM-based Modmail — choose what fits your community.
Save HTML transcripts of closed tickets with full message history, embeds, and attachments.
Support for multiple ticket categories per panel with custom forms and welcome messages.
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
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`).
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.
A customizable welcome embed is posted in the new channel. It can include the user's avatar, helpful links, and instructions.
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.
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.
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.
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
Click **"New Panel"** to create your first ticket panel. Each panel can have multiple categories.
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
Add categories to define different ticket types. Each category represents a reason users can open a ticket (e.g., "General Support", "Bug Report", "Billing").
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
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
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
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
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
Select a target channel and click **"Send Panel"**. The panel will be posted and users can start opening tickets.
### General Configuration
* **Users Can Close** — Allow ticket openers to close their own tickets
* **Rating System** — Let users rate their support experience (1-5 stars) after closing
* **DM Transcripts** — Send a copy of the transcript to the user's DMs when a ticket closes
* **Ticket Priority** — Enable priority levels (Urgent, High, Medium, Low) for tickets
* **Priority Emoji in Channel Name** — Prefix channel names with priority emojis (🔴, 🟠, 🟡, 🟢)
* **Transcript Retention** — How long transcripts are stored (3, 7, 14, or 30 days)
* **Opening Cooldown** — Global cooldown between ticket openings (seconds, minutes, hours, or days)
* **Global Blacklist** — Block specific users or roles from opening any tickets
### Staff Configuration
* **Staff Claiming** — Enable or disable the claim system entirely
* **Anonymous Staff** — *(Modmail only)* Staff replies appear from the bot, hiding their identity
* **Auto-Claim on Reply** — Automatically claim a ticket when a staff member replies to it
* **Claiming Behavior** — What happens when a staff member claims a ticket:
* **Hide from other staff** — The ticket channel becomes invisible to other staff
* **Keep Access** — Other staff can still see and reply
* **Lock others from replying** — Other staff can see but cannot reply
### Auto-Close System
* **Enable/Disable** — Toggle automatic closing of inactive tickets
* **Close on Leave** — Automatically close the ticket if the opener leaves the server
* **DM Opener on Close** — Send a DM to the user when their ticket is auto-closed
* **Send Reminder After** — How long to wait before sending an inactivity warning
* **Close After Warning** — How long after the warning before the ticket is closed
### Logs Channel
Select a channel where transcripts and ticket logs will be sent.
Configure when your support team is available. Outside of support hours, you can control ticket creation behavior.
* **Enable/Disable** — Toggle support hours on or off
* **Timezone** — Set your team's timezone (24 timezone options available)
* **Status** — Set the overall status: Available, Away, or Busy
* **Creation Behavior** — What happens when users try to open tickets outside hours:
* **Allow** — Tickets open normally regardless of hours
* **Allow with Warning** — Tickets open but the user sees a warning about delayed response
* **Deny** — Tickets cannot be opened outside support hours
* **Disable Pings** — Suppress staff pings outside support hours
* **Daily Schedule** — Set custom time blocks for each day of the week (Sunday–Saturday)
* **Temporary Override** — Set a temporary override that expires at a specific time
Support hours are useful for communities that only provide support during business hours or specific time windows.
Configure AI-powered features for your ticket system.
* **Enable AI** — Master toggle for all AI features
* **AI Model** — Choose the AI model (e.g., `llama-3.3-70b-versatile`)
* **Credits Limit** — Maximum AI credits per month (default: 500)
* **Credits Used** — Track AI usage (resets monthly)
#### AI Actions
* **Reply in Ticket** — AI automatically responds to ticket messages with helpful suggestions
* **Close Spam Tickets** — AI detects and closes spam/troll tickets automatically
* **Close Summary** — AI generates a summary when a ticket is closed, included in the transcript
AI features consume credits. Monitor your usage in the AI tab to avoid unexpected service interruptions.
Manage active tickets and view past transcripts.
#### All Tickets
* View all currently open tickets across all panels and categories
* **Search** tickets by number, category name, or user
* **Filter** by category, priority level, and sort by newest/oldest
* Click any ticket to open the **Ticket Details** modal with full information:
* Ticket number, type (Ticket/Modmail), category, priority
* Opener, claimed by, timestamps
* **Actions**: Claim, Unclaim, Assign to staff, Add User, Remove User, Set Priority, Close, Delete
* **Close with Reason** — Provide an optional closing reason
* **Delete** — Permanently delete a ticket and its Discord channel
#### Transcripts
* Browse all saved transcripts with search and filtering
* Each transcript shows: ticket number, category, opener, closed by, closing reason, timestamp
* View ratings and user feedback if rating is enabled
* **Delete Transcripts** — Remove individual transcripts permanently
Transcripts are HTML files that look exactly like Discord chat. They include all messages, embeds, attachments, timestamps, and user avatars. You can view them in any web browser.
## 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`:
| Command | Description | Permissions |
| --------------------------------- | -------------------------------------------------------------- | --------------------- |
| `/ticket add @user` | Add a user to the current ticket | Staff or Ticket Owner |
| `/ticket remove @user` | Remove a user from the current ticket | Staff or Ticket Owner |
| `/ticket claim` | Claim the ticket for yourself | Staff |
| `/ticket unclaim` | Release your claim on the ticket | Staff |
| `/ticket close [reason]` | Close the ticket with an optional reason | Staff or Ticket Owner |
| `/ticket delete` | Permanently delete the ticket and generate transcript | Manage Channels |
| `/ticket reopen` | Reopen a previously closed ticket | Staff or Ticket Owner |
| `/ticket info` | Show ticket details (status, priority, timestamps, claimed by) | Anyone in ticket |
| `/ticket requestclose` | Ask the ticket opener to confirm closing | Staff |
| `/ticket priority ` | Set priority: `urgent`, `high`, `medium`, `low`, or `unset` | Staff |
| `/ticket note ` | Set an internal staff note on a ticket | Staff |
### `/modmail` — Modmail Commands
| Command | Description |
| -------------------------- | ------------------------------------------------------------------- |
| `/modmail create ` | Open a modmail ticket with a specific server you share with the bot |
### `/staff` — Staff Statistics
| Command | Description |
| --------------------- | -------------------------------------------------------------------- |
| `/staff stats [user]` | View ticket handling statistics for yourself or another staff member |
| `/staff leaderboard` | See the top-performing staff members ranked by tickets handled |
The `/ticket` command is automatically synced to your server when the ticket system is enabled. Disabling the system removes the command.
## Custom Message Templates
You can customize the bot's default messages for ticket events from **Dashboard → Messages**.
| Template ID | Event | Default Content |
| ----------------------------- | ------------------ | ----------------------------------------------------------------------- |
| `tickets.claimed` | Ticket Claimed | `This ticket has been claimed by {user}. They will assist you shortly.` |
| `tickets.closed` | Ticket Closed | `Ticket closed by {user}. Reason: {reason}` |
| `tickets.notify` | Staff Notified | `{user} is requesting assistance in this ticket.` |
| `tickets.auto_close_reminder` | Inactivity Warning | `{user}, this ticket will close in {time} due to inactivity.` |
| `tickets.auto_closed` | Auto Closed | `Ticket closed automatically. Reason: {reason}` |
## Staff Statistics
Track your team's performance with detailed insights.
`/staff stats [user]`
View how many tickets a staff member has claimed and closed, average response time, and average rating.
`/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.
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)
You can view them in any web browser. They are stored securely and a permanent link is provided in your logs channel. Transcripts are automatically cleaned up after the configured retention period (3, 7, 14, or 30 days).
You must set a **Logs Channel** in the Dashboard for transcripts to be saved!
## Channel Name Variables
When configuring channel name formats, you can use the following variables:
| Variable | Description | Example |
| ---------------- | ------------------------- | -------------------- |
| `{username}` | User's Discord username | `johndoe` |
| `{nickname}` | User's server nickname | `John` |
| `{id}` | User's Discord ID | `123456789012345678` |
| `{ticket_count}` | User's total ticket count | `5` |
## Priority Levels
When priority is enabled, tickets can be assigned one of four levels:
| Priority | Emoji | Description |
| -------- | ----- | ----------------------------------------- |
| Urgent | 🔴 | Critical issue, needs immediate attention |
| High | 🟠 | Important issue, prioritize soon |
| Medium | 🟡 | Standard support request |
| Low | 🟢 | Non-urgent, can wait |
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:
| Behavior | Other Staff Can See | Other Staff Can Reply |
| ----------------------------- | ------------------- | --------------------- |
| **Hide from other staff** | ❌ No | ❌ No |
| **Keep Access** | ✅ Yes | ✅ Yes |
| **Lock others from replying** | ✅ Yes | ❌ No |
## Ticket Mediums
Each panel can create tickets in one of three channel types:
| Medium | Description |
| ----------- | -------------------------------------------------------------------------------- |
| **Channel** | Creates a new text channel under a category. Best for most servers. |
| **Thread** | Creates a thread under a specified text channel. Good for keeping channels tidy. |
| **Forum** | Creates a post in a forum channel. Supports auto-tagging with forum tags. |
## Form Field Types
When creating custom forms for ticket categories, the following field types are available:
| Type | Description | User Input |
| ---------------- | ---------------------- | ------------------- |
| `short_text` | Single-line text input | Text |
| `paragraph` | Multi-line text input | Long text |
| `number` | Numeric input | Number |
| `string_select` | Dropdown menu | Single choice |
| `radio_group` | Radio buttons | Single choice |
| `checkbox_group` | Checkboxes | Multiple choices |
| `file_upload` | File attachment | Uploaded file |
| `text_display` | Informational text | None (display only) |
| `user_select` | Discord user picker | Selected user |
| `role_select` | Discord role picker | Selected role |
| `channel_select` | Discord channel picker | Selected channel |
| `date_picker` | Date selection | Selected date |
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
Reset actions are **irreversible**. Use with caution!