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Tickets

A built-in support ticket system for your Discord server. Your members can open tickets, and your team can manage them from Discord or the dashboard.

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What it does

• Ticket creation — Your members open tickets via a panel or command
• Ticket location — The bot creates a private thread or a dedicated private channel depending on your ticket mode
• Transcripts — The bot saves a transcript automatically when a ticket closes

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Settings location

Ticket settings are in Settings -> Support & Integrations -> Tickets.

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How to use

1. Open Settings -> Support & Integrations -> Tickets, select a Panel Destination, edit the Panel Message if needed, then save your changes. After the save succeeds, the dashboard publishes the ticket panel.
2. Your members select a ticket panel option or use the command to open a ticket.
3. The bot creates a private thread or channel for the conversation.
4. Staff respond and close the ticket when resolved.
5. The bot saves the transcript so you can view it in the dashboard.

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Tickets dashboard

The Tickets page at /dashboard/tickets lists open and closed tickets for the selected server. It supports ticket status filtering, search, and direct navigation into ticket detail pages. Use it when staff need to review support volume, inspect a closed ticket, or open a saved transcript from the dashboard.

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Ticket settings

The Tickets settings tab at /dashboard/settings/support-integrations?tab=tickets controls ticket mode, panel publishing, panel destination, support staff roles, transcript channel, auto-close timing, and ticket welcome copy.

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Ticket modes

Volvox.Bot supports two ticket modes. Select the one that fits how your team works.

• Channel mode — The bot creates a dedicated private channel for each ticket under your ticket category. Permission overwrites lock access to the opener and your support staff roles. Use this mode when you want long-lived tickets, deeper channel-level integrations, or per-ticket permission control.
• Thread mode — The bot opens a private thread in your ticket category. Threads are lighter weight and ideal for high-volume servers where each ticket is short-lived.

Channel-mode tickets require the bot’s Manage Channels permission. Thread-mode tickets don’t.

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Configuration

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Ticket panel publishing

The dashboard publishes the ticket panel for you. Once you select a Panel Destination and save, the bot posts the panel to that channel and tracks the message it sent. The panel is an embed (or text, or both) with a button members select to open a ticket. When you save changes to either the Panel Destination or the Panel Message, the bot:

1. Deletes the previously tracked panel message, if one exists.
2. Posts a fresh panel message to the saved destination.
3. Records the new channel and message ID so future updates replace the right post.

If the publish fails — for example, the bot can’t see the channel or lacks Send Messages — saving still persists your config. The panel status records the error so you can retry after fixing permissions.

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Panel message format

Select Text, Embed, or Both for the panel message:

• Text — A plain message with the button below it.
• Embed — A configurable embed (title, description, color, thumbnail, fields, footer, image, timestamp) with the button below.
• Both — A text message above the embed, with the button below.

Embed Thumbnail options are None, Server Icon, or Custom URL. User avatar isn’t available for ticket panels because the panel is server-wide, not per-member.

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Permissions required to publish

Grant the bot the following in the panel destination channel:

• View Channel
• Send Messages
• Embed Links (when the panel uses embed or both formats)
• Manage Messages (so the bot can delete the old panel when you change channels or update the message)

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Support staff roles

Tickets support multiple staff roles. You can grant access to several teams — for example, Support, Senior Support, and Moderators — without merging them into one role.

• Open Settings -> Support & Integrations -> Tickets and use the Support Staff Roles picker to add every role that should see new tickets.
  • The bot grants ticket access to all selected roles. In channel-mode tickets, each role gets a permission overwrite. In thread-mode tickets, the bot adds members of every selected role only once, even if they hold multiple roles.
  • The bot automatically skips stale role IDs (roles that no longer exist on the server).
  • Discord caps channel permission overwrites at 100. The bot reserves three for @everyone, the ticket opener, and itself. That leaves up to 97 support roles per channel-mode ticket; the bot ignores any extras.