Discord Tickets

Discord Tickets let members open private support conversations with your staff directly from Discord.

Tickets are useful for support requests, billing questions, appeals, technical issues, or any topic that should not be handled in a public channel.

👤 Member command

Members can use:

/ticket subject category [details]

Available categories may include:

• Technical Issue
• Billing
• Appeal
• General
• Other

Your server can configure ticket behavior from the panel.

🔒 Private ticket channel

When a ticket is opened, YAWBDB creates a private Discord channel.

The channel is visible to:

• The ticket opener
• Configured staff roles

The ticket opener and staff can exchange messages in the channel.

🏷️ Ticket statuses

Tickets can move through statuses such as:

• Open
• In Progress
• Closed

Staff can mark a ticket as in progress or close it when the request has been handled.

🔒 Read-only after close

When a ticket is closed, the opener may lose the ability to send new messages while keeping read-only access to the history.

This preserves the conversation without letting closed tickets continue indefinitely.

🎫 Panel tickets page

The Tickets page lets staff manage tickets from the panel.

Staff can:

• Browse tickets
• Filter by status or category
• View the full thread
• Reply from the panel
• Change status
• Add internal notes
• Export the thread as Markdown or HTML
• Delete a ticket and remove its Discord channel, if allowed

🔄 Bidirectional sync

Messages can sync between Discord and the panel.

Examples:

• A user sends a message in the Discord ticket channel; staff sees it in the panel.
• Staff replies from the panel; the message appears in Discord.
• Status changes update the pinned embed and the panel view.

📧 Email notifications

Depending on preferences, users may receive email notifications when staff replies to a ticket.

Staff may also receive email notifications when a new Discord ticket is opened.

👍 Recommended setup

1. Enable Discord Tickets.
2. Configure the tickets category.
3. Select staff roles.
4. Choose a role to ping, if needed.
5. Set the max tickets per user per day.
6. Open a test ticket.

💡 Best practices

• Keep ticket categories clear and simple.
• Use internal notes for staff-only context.
• Close tickets when resolved.
• Avoid using tickets for general public discussion.
• Export important ticket threads before deleting them.