Ticket System
Set up a fully customizable Discord ticket system with dropdown categories, role-based permissions, ticket claiming, topic prompts, and live dashboard management.
Overview
The ShadowConfig Ticket System lets you deploy a professional support ticket workflow inside your Discord server — directly from the dashboard. Users open tickets by clicking a button or selecting a category from a dropdown menu. The bot creates a private channel, pings support staff, and gives you full control over permissions, auto-close rules, and ticket lifecycle.
Quick Start
- Navigate to the Ticket System tab on your dashboard (under Discord).
- Select the Discord server you want to configure.
- Choose your Support Roles and Admin Roles — these determine who can see and manage tickets.
- Pick a Ticket Category Channel (the Discord category folder where new ticket channels are created).
- Customize the Panel Embed — title, description, color, thumbnail, banner image, and button label.
- Click 💾 Save Settings, then 🚀 Send / Update Ticket Panel to post the embed in your chosen channel.
- Users can now open tickets by interacting with the panel!
Features
1. Panel Embed Customization
- Title & Description — Fully customizable embed text with Discord markdown support.
- Color Picker — Set a custom accent color for the embed sidebar using hex codes.
- Thumbnail Image — Paste a Discord attachment URL or any image link to display a logo in the top-right corner of the embed.
- Banner Image — Display a large image across the bottom of the embed.
- Button Label — Customize the text shown on the "Open Ticket" button or dropdown placeholder.
- Live Preview — See exactly how your embed will look in Discord before sending it, with a pixel-accurate preview right in the dashboard.
2. Dropdown Categories
Enable Dropdown Select Menu mode to let users choose a ticket category before opening. Each category has a custom emoji, label, and description. You can add, remove, and reorder categories from the dashboard. When a user selects a category, it is attached to the ticket channel for easy organization.
Default categories include General Support, Bug Report, and Billing / Purchases, but you can fully customize these.
3. Role-Based Permissions
- Support Roles — Can view, respond to, and close tickets.
- Admin Roles — Full control including managing channels and overriding close permissions.
- Who Can Close — Configure whether tickets can be closed by support staff, admins only, or the ticket creator + support.
- Blacklist Roles — Prevent specific roles from opening tickets entirely.
4. Ticket Channel Behavior
- Channel Naming Pattern — Use
{username}or{number}placeholders (e.g.ticket-johnorticket-0042). - Ticket Category — Automatically create ticket channels inside a specific Discord category folder.
- Max Open Per User — Limit how many tickets a single user can have open simultaneously (default: 1).
- Welcome Message — Customize the greeting sent inside every new ticket channel. Supports
{user},{category}, and{topic}placeholders.
5. Ticket Claiming
When enabled, a ✋ Claim button appears inside ticket channels. Support staff can click it to assign themselves as the handler. An embed is posted in the channel announcing who claimed the ticket, so both the user and other staff know who is responsible.
6. Topic / Reason Prompt
Enable Require Topic to show a Discord modal popup before the ticket is created. Users are asked to describe their issue (up to 500 characters). The topic is displayed inside the ticket channel as an embed field, giving staff immediate context.
7. Closing & Cleanup
- Close Button — Every ticket channel includes a 🔒 Close Ticket button.
- Delete After Close — Set a delay (in minutes) before the channel is automatically deleted. Set to
0to lock the channel instead of deleting it. - Dashboard Close — Close any open ticket directly from the dashboard's live ticket list without needing to open Discord.
8. Live Dashboard Management
The dashboard displays all currently open tickets in real time, including channel name, ticket owner, category, and claim status. You can close tickets directly from the dashboard with a single click.
Configuration Reference
| Setting | Default | Description |
|---|---|---|
| Enable Ticket System | On | Master toggle for the entire ticket system. |
| Panel Channel | — | The channel where the ticket panel embed is posted. |
| Use Dropdown | Off | Switch between a single button and a category dropdown select menu. |
| Ticket Category | — | Discord category folder where new ticket channels are created. |
| Support Roles | — | Roles that can view and respond to tickets. |
| Admin Roles | — | Roles with full ticket management permissions. |
| Who Can Close | Support | Who is allowed to close tickets (Support, Admin, or Creator + Support). |
| Channel Name Pattern | ticket-{username} | Template for new ticket channel names. |
| Max Open Per User | 1 | Maximum simultaneous open tickets per user. |
| Delete After Close | 0 min | Minutes before a closed ticket channel is deleted. 0 = lock only. |
| Claim Button | On | Show a Claim button inside ticket channels for staff assignment. |
| Ping Support | On | Ping support roles when a new ticket is opened. |
| Require Topic | Off | Show a modal asking the user to describe their issue before opening. |
| Thumbnail URL | — | Image displayed in the top-right corner of the panel embed. |
| Banner Image URL | — | Large image displayed at the bottom of the panel embed. |
Ticket Lifecycle
- A user clicks the Open Ticket button or selects a category from the dropdown on the panel embed.
- If Require Topic is enabled, a modal appears asking the user to describe their issue.
- The bot checks the user's open ticket count and blacklist role status.
- A new private channel is created under the configured ticket category with appropriate role permissions.
- A welcome embed is posted inside the channel with the user's topic, a 🔒 Close button, and optionally a ✋ Claim button.
- Support staff are pinged (if enabled) and can respond directly in the channel.
- When a staff member clicks 🔒 Close Ticket, the channel is locked or deleted based on your Delete After Close setting.
Prerequisites
- A linked Discord server with the ShadowConfig Bot installed. See Discord Integration.
- The bot must have Manage Channels and Manage Roles permissions in your server.
- At least one Support Role or Admin Role should be configured for staff to access ticket channels.