Using Tickets on Discord

On Discord, the Tickets module gives members a smooth, secure way to reach the server’s support team in private.

Dashboard configuration

To configure the panels and ticket categories and to track satisfaction, read the Tickets configuration guide.

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How a member opens a ticket

1. The welcome panel

In the designated support channel (for example #support-tickets), members see an introduction message (an embed) containing:

• The title and instructions written by the administrator.
• The opening selector: either coloured buttons (for example Report a bug, Shop), or a dropdown listing every available support category.

2. The private space is created

As soon as the member clicks a button or picks an option:

• Kotbo creates the conversation space according to the active mode:
  • A temporary text channel (for example #ticket-john-001) placed in the configured ticket category.
  • A private thread created under the panel’s channel.
  • Direct messages (DM): the member talks privately with the bot, which relays their messages to the staff.
• Only the member who opened the ticket, administrators and holders of the configured staff role (for example @Support Staff) can access that new space.

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How support unfolds on Discord

Once the ticket is open, the member and the moderators can talk. Kotbo posts an introduction message in the channel with the quick actions:

1. Claiming the ticket

• Staff members can click the Claim button.
• Kotbo renames the channel or updates the permissions to signal that this moderator is personally handling the case.

2. Exchanging messages

• Staff members can reply directly on Discord.
• Their replies are also mirrored in real time in the Kotbo dashboard interface, so other moderators can follow along.

3. Closing the ticket

Once the request is resolved:

• The member or the staff clicks the Close button.
• The bot asks for a justification (a closing reason).
• The Discord channel is locked, archived or deleted after a short safety delay.

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End-of-ticket satisfaction survey

As soon as the ticket is closed:

• Kotbo sends the user a direct message (or a channel message before deletion).
• The message invites them to give a rating from 1 to 5 stars by clicking interactive smiley buttons.
• A form opens so they can write a comment about how they were treated or how their request was resolved.
• This feedback feeds directly into the charts in the dashboard’s Satisfaction tab.