How to set up a Discord ticket system

Before you start

Four things to have ready

Set these up in Discord first. It is much easier than stopping halfway through to make them.

• You need to be in charge of the server. That means you own it, or someone gave you the permission called Manage Server. We check this before letting you set anything up.
• A category for the tickets to go in. A category is the folder that channels sit under in your channel list. New ticket channels get made inside it.
• A staff role. A role is the label you give people, like "Support" or "Mod". Whoever has that role will be able to see and answer tickets, so make the role now and give it to your staff.
• A channel for saved conversations. When a ticket is closed, a copy of the whole conversation gets posted into a channel in your server. Most people use a staff-only channel for this.

Setup

Nine steps, with a picture of every screen

1. Add the bot to your Discord server

   Click "Add TicketQuill to Discord" at the bottom of this page. Discord asks which server you want it in — pick your server from the dropdown and click Continue. You have to be the owner of that server, or have the permission called Manage Server. Nothing to pay and no card.

   

2. Sign in to the website with Discord

   Go to ticketquill.com and click "Log in with Discord". There is no new password to make up. Discord just tells us who you are and which servers you are allowed to set up.

   

3. Find the three pages you will be using

   Everything gets built on the website, down the left-hand menu. You only need three of them, and you use them in this order. Forms is where you write questions. Buttons is where you make the buttons people click. Panels is where you write the message that holds those buttons. None of it is live in Discord yet — you post it at the end with a command.

   

4. Write your questions on the Forms page

   Click Forms in the left menu. Any forms you already have are listed; scroll past them to "Create a form". Give it a name — the name is only ever seen by you. Then click "+ Add first question", type the question, pick what kind of answer you want, and click "Save questions" on the right. Skip this whole step if your buttons do not need to ask anything.

   

   

   

5. Make your buttons on the Buttons page

   Click Buttons in the left menu, then "Create a new button". Give it a name — this one people DO see — and pick an emoji and a colour if you like. Make one button per kind of request: "Get help", "Apply for whitelist", "Appeal a ban". Keep them separate, because that is what lets you send each kind to different staff later. If this button should ask questions, tick "Attach a form" and pick the form you made. Click "Create button", then do the next one.

   

   

   

6. Write the message people see on the Panels page

   Click Panels, then "Create panel". A panel is the message that holds your buttons. Give it a name (only you see the name), then write the message your members read — say what happens after they click, and say that the channel which opens is private. Then go to step 2 of the builder, "Attach buttons", and add the buttons you just made.

   

   

7. Put the panel in a channel using /panel

   Now go back to Discord and click the channel you want members to use. Type /panel in the message box, but do not press Enter yet. A list pops up — click the TicketQuill one. Two boxes appear: "design" is the panel you just made, "target" is the channel. Fill both, then press Enter. The bot posts your panel there.

   

   

8. Tell each button where its tickets go using /setup workflow

   Type /setup workflow in any channel and click the TicketQuill one. Fill in four things: "ticket_type" is which button you are setting up, "category" is the folder the new ticket channels get made in, "transcript_channel" is where the saved copy of the conversation is sent when a ticket is closed, and "staff_role_1" is who is allowed to see and answer it. Press Enter. Then do it again for each button.

   

   

9. Open a ticket yourself to check it works

   Click your own button, the way a member would. If you attached a form you get the questions first. A private channel should then open with your answers already in it and Claim and Close buttons at the bottom. Last thing: check an ordinary member cannot see it — easiest with a second account, or take your own staff role off for a minute and look again.

   

   

Reference

Every box the two commands ask you for

You only need two commands, and Discord fills in most of the choices for you. This is what each box means if you get stuck.

Common mistakes

Four things people get wrong the first time

• Putting everything on one button. If you only have a "Support" button, every request lands in the same place. You cannot send appeals to your mods and billing questions to an admin. Split them up before you post the panel.
• The category is not private. Tickets are only private because the category they sit in is private. If a normal member can see that category, they can read other people's tickets. Check it.
• No channel picked for saved conversations. Without one, closing a ticket throws the conversation away. There is nothing to look back at.
• Only testing it on yourself. Your own account can see everything, so it proves nothing. Use a second account, or take your staff role off for a minute and look again.