Tickets — a real support inbox, in your Discord.

How members open a ticket

Three ways:

• /ticket open — a slash command. Picks from configured categories, optionally adds a one-line description.
• The dedicated button — embed a button in any channel. Member clicks, modal pops, ticket opens.
• DM the bot — opens a public-facing support inbox thread. See below.

Categories + routing

Configure categories per server: General support, Bug reports, Refund requests, Tournament disputes, etc. Each category has:

• A routing role — who gets pinged when a ticket in this category opens. @support, @mods, @admins, etc.
• An SLA — hours/days the team commits to first-response. Tracked, surfaced on the ticket dashboard.
• Auto-close timer — close inactive tickets after N days. Member can reopen with one button.
• Hidden categories— for staff-only ticket types that don't belong in the public picker.

Inside a ticket

Each ticket is its own private channel between the member, the routing role, and (optionally) anyone the team adds. Permissions handled automatically; no manual channel setup. The ticket has:

• Internal notes — visible to staff only, via /note add. Member can't see them even if they scroll up.
• Snippet replies — staff types /snippet shipping and the canonical reply posts. Edit one place, deployed everywhere.
• Transfers — pass to another role. Keeps the history; updates the SLA.
• Tags — applied by staff. Useful for post-quarter analytics on what the team spent time on.

The public support inbox

Members can DM the bot and have it become a ticket. That's especially useful when:

• The member doesn't want their issue visible to anyone in the server.
• They're asking about something sensitive (account, billing, abuse report).
• They're a former member who got banned and is appealing.

The DM becomes a thread in your dashboard with full context (member profile, prior tickets, audit-log entries they've been involved in). Reply from the dashboard; the response goes back as a DM.

Closing + retros

Closing requires a closure note (one short paragraph summarising what the resolution was). The note goes into the ticket transcript + the analytics dashboard. Aggregated over a quarter, you see what categories ate the most support time, which mods closed the most tickets, what the mean SLA was.

Closure transcripts can be archived to a private channel (compliance / audit value) or exported as PDF/JSON (handover to a different tool).

What it doesn't do

• Doesn't do hand-off to email. Some ticket bots forward to email or a third-party helpdesk. Sloth Lee tickets stay in Discord. If you need a real helpdesk integration, we publish a webhook on every ticket event so you can wire one up.
• Doesn't auto-prioritise.Priority is mod judgement. We don't try to AI-classify urgency.