Support tickets

The Tickets module lets your members open a private space (a text channel, a thread or a relayed DM) to contact your staff team directly.

How the dashboard page is organised

The page is split into five main tabs:

Tickets: the operational interface for reading, replying to and managing active tickets.
Transcripts: the history of archived and closed tickets.
Satisfaction: the ratings and comments left by your members after their ticket is closed.
Blacklist: the list of members barred from opening a ticket.
Configuration: the module’s technical settings.

Handling tickets in real time (Tickets tab)

This tab is a full customer support centre built into the dashboard.

1. Filter and select a ticket

The list on the left holds every ticket. You can filter by status: All, Open, Claimed or Closed. Click a ticket to load its conversation in the centre.

2. Chat from the dashboard

The central area shows the messages exchanged. You can type a message at the bottom of the screen: it is sent immediately to the matching Discord channel, under the signed-in staff account.

3. Quick staff actions

Action buttons sit at the top right of the conversation:

Claim: assigns the ticket to you. The bot updates the Discord channel to signal that you are handling the member.
Close: closes the ticket. A pop-up requires you to enter a closing reason.
Rename: changes the name of the linked Discord channel (for example from #ticket-001 to #bug-fixed).
Reopen: for a closed ticket that needs further discussion.
Restore: if the Discord channel was deleted by accident, instantly recreates it with the full message history intact.
Delete: permanently erases the ticket and its data from the database.

4. Direct access to the member file

Next to the name of the user who opened the ticket, a button opens their member file in a modal window. Without leaving the tickets page, you can review their history and apply an immediate sanction:

Warning (WARN)
Timeout (TIMEOUT)
Kick (KICK)
Ban (BAN)

Ticket history (Transcripts tab)

When a ticket is closed:

Kotbo compiles the whole conversation into a clean HTML page.
The file is stored securely.
In the Transcripts tab, click an archived ticket to generate a signed temporary access link. That link lets you read the full transcript in your browser or share it with your team.

Quality tracking (Satisfaction tab)

When a ticket is closed, the bot sends the member a DM or a channel message asking them to rate the support they received (from 1 to 5 stars) and to add an optional comment.

In the Satisfaction tab you can see:

Your overall average rating.
The breakdown of ratings (Very dissatisfied 😡, Dissatisfied 😕, Neutral 😐, Satisfied 🙂, Very satisfied 🤩).
A chronological list of the detailed comments left by users.

Ticket blacklist (Blacklist tab)

The Blacklist tab stops specific members from opening a ticket, without going through a Discord sanction.

Discord ID: the ID of the member to block. A malformed ID is refused with the message Invalid Discord ID.
Reason: it is shown to the member when they try to open a ticket. Left empty, it displays as No reason given.
Duration (days) or Permanent: choose a temporary or permanent block.
Click Add to confirm.

Every entry in the list shows who created it (Added by …), so a decision can be traced back. While the list is empty, the tab shows No blacklisted member.

Configuring the module (Configuration tab)

Before your members can open tickets, you need to set up the basics and post the opening panel on your server.

1. Channels and roles (Mode accordion)

Ticket category: pick the Discord category under which ticket channels will be created.
Staff role: the Discord role allowed to see and reply to every ticket created (for example @Support Staff).
Log channel: the channel where Kotbo posts a summary each time a ticket is opened, claimed and closed.
Conversation mode:
- CHANNEL: creates one private text channel per ticket (recommended).
- THREAD: creates a private thread under the panel’s channel.
- DM: opens a direct message conversation with the user and relays their messages into a dedicated staff channel.

2. The opening panel (Embed accordion)

Configure the message members will use to open a ticket:

Enter the panel’s Title, Description, Colour and Button text.
Selector type: choose between individual Buttons (limited to 5) or a Dropdown if you offer many support categories.

3. Ticket categories (ticket types)

You can configure several support options (for example “Report a bug”, “Shop question”, “Complaints”):

For each type, click Add a ticket type.
Customise its label, description, emoji and button style (green, blue, grey, red).
Per-category overrides: you can override the default category and staff role for each type (for example send “Recruitment” tickets into an HR category restricted to administrators).
Anonymity: hides the member’s identity from the staff (the ticket shows Anonymous user).
Staff server relay: relays messages to another Discord server if needed.
Custom opening form (questions): For each ticket type you can configure up to 5 custom questions that the user must (or may optionally) fill in inside a pop-up (a Discord modal) before their ticket opens:
- Click Add a question to design a new field.
- Enter the question label (for example “What is your in-game username?”).
- Provide a hint / placeholder to guide the member (for example “Enter your exact username”).
- Choose the answer type: short line (for a username, an ID or a short value) or long paragraph (for a detailed explanation).
- Tick Required field to force the user to answer.
- If no custom question is configured, Kotbo shows the standard form with two default questions: “Subject of the request” and “Detailed description”.

4. Inactivity handling (Follow-up accordion)

Turn on inactivity follow-ups to automatically warn or close tickets for members who stop replying:

Set the delay in hours (for example 24 hours).
Write the automatic follow-up message (for example “Hello {user}, your ticket has been inactive…”).

Putting the panel live

Once all your settings are in place:

Click Save in the green bottom bar to store the configuration.
In the configuration block, select the panel channel (for example #support-tickets).
Click the Send the panel button in the top right of the configuration screen.
Kotbo instantly posts the embed with its button or select menu in the chosen channel. Members can now click it to open a ticket.