Tickets
Private support ticket system with auto-close and transcripts.
Zagreus includes a private ticket system that lets server members open one-on-one support threads with staff. Tickets are created as private channels visible only to the ticket author, designated support roles, and admins. Every ticket is tracked, transcribed, and logged.
Tickets are standard Discord channels with restricted permissions — they support text, images, embeds, and file attachments like any other channel.
Setup
Before members can create tickets, a server admin must configure the ticket system.
| Command | Description |
|---|---|
/ticket setup [category] [log-channel] [support-role] | Configure the ticket system. Set the channel category where tickets are created, the log channel for transcripts, and the support role that has access to all tickets. |
Setup Options
| Option | Description |
|---|---|
| Category | The Discord channel category where new ticket channels are created. Keeps tickets organized and inherits category permissions. |
| Log channel | The channel where ticket transcripts are sent when a ticket is closed. |
| Support role | The role granted access to all ticket channels. Members with this role can see and respond to every ticket. |
Creating Tickets
Ticket Panel
Use /ticket panel to post an embed with a Create Ticket button in any channel. Members click the button to open a new ticket. This is the recommended way to let users create tickets — place the panel in a visible support channel.
What Happens When a Ticket Is Created
- A new private channel is created in the configured category
- The channel is visible only to the ticket author, the support role, and server admins
- A welcome embed is posted in the channel with the ticket number, author info, and a Close Ticket button
- The ticket is recorded in the database with a unique ticket number
Managing Tickets
Adding and Removing Users
Additional users can be added to a ticket to allow them to view and participate in the conversation.
| Command | Description |
|---|---|
/ticket add @user | Grant a user access to the current ticket channel. |
/ticket remove @user | Revoke a user's access to the current ticket channel. |
These commands must be run inside a ticket channel. They do not work in other channels.
Closing Tickets
Tickets can be closed in two ways:
| Method | Description |
|---|---|
/ticket close [reason] | Close the ticket with an optional reason. The reason is included in the transcript log. |
| Close button | Click the Close Ticket button in the ticket channel's welcome embed. |
What Happens When a Ticket Is Closed
- A transcript of the full conversation is generated as a
.txtfile - The transcript is sent to the configured log channel along with ticket metadata (author, closer, reason, duration, message count)
- The ticket channel is deleted
- The ticket is marked as closed in the database
Transcripts
Every closed ticket generates an automatic transcript. Transcripts capture:
- All messages in the ticket channel, including author and timestamp
- Attachment metadata (file names and types)
- The ticket open and close timestamps
- The closing reason (if provided)
Transcripts are sent as .txt file attachments to the configured log channel, providing a permanent searchable record of every support interaction.
Auto-Close
Tickets with no activity for a configurable period are automatically closed. This prevents abandoned tickets from cluttering the server.
- The auto-close timer resets whenever a new message is sent in the ticket channel
- When auto-close triggers, a transcript is generated and the channel is deleted, just like a manual close
- The auto-close duration is configured during setup or via the dashboard
The auto-close reason is recorded as "Automatically closed due to inactivity" in the transcript log.
Limits
| Limit | Description |
|---|---|
| Max open tickets per user | Each user can have at most 3 open tickets at a time (default). Attempting to create another ticket shows an ephemeral error. |
Web Dashboard
The ticket dashboard at Dashboard > Tickets provides an overview of all tickets in the server.
- View all open and recently closed tickets
- See ticket metadata: author, assigned staff, status, creation time, message count
- Filter by status (open, closed) and search by user
- Access transcript logs for closed tickets