For server admins

Panels and ticket types

Posting a panel, its types and questions, who can open and see it, and the figures it can show.

How panels work

A panel is a message the bot posts in a Discord channel. It has a title, some text and one button for each ticket type, up to ten types a panel. When a member presses a button, they fill in a form and a ticket is opened in a private channel. A free server can have 3 panels and a premium server 50; a server that already has more keeps what it has but cannot add another.

Under Settings, Server settings, Panels, press Add panel (or Add from a template for Gaming community, Support desk, Store or Community, then change anything you like). Each panel has a name your staff see in the sidebar, a title and text for members, the channel to post in, and its types.

Saving is not posting

Saving a panel changes webticketer only. Discord changes when you press Post to Discord (or Update in Discord once it has been posted). Updating edits the existing message in place; it posts a new one, and removes the old, only when you moved the panel to another channel or the message was deleted. A message that cannot be edited for any other reason is reported rather than posted again, so you never end up with two copies.

Renaming or removing a type only reaches Discord after you update the panel. Deleting a panel asks for confirmation and also deletes its Discord message; tickets that belong to its types stay, with no type.

Questions and suggested answers

Each type can have up to four questions of its own in place of the single "How can we help?" box (the subject is always asked). Members' answers become the first message of the ticket. Questions are remembered by the bot for about a minute, so an edit takes up to a minute to reach the form.

A type can also have suggested answers: questions with short answers shown to the member before the form, with This solved it and Open a ticket anyway buttons. Only a count of how often This solved it was pressed is kept, never who pressed it, so you can see which answers deflect tickets. On a premium server with a help centre, articles you link to the type or its panel are listed there too.

Where the channels go

Each ticket is a private Discord channel that only the member, anyone invited and the bot can see. Channels are made under a Discord category: the type's own if you gave it one, otherwise one for its panel (named "Tickets: panel name"), otherwise a shared Tickets category. The bot keeps these categories hidden from @everyone, but members of your server who can manage channels, administrators and the owner see them regardless.

A Discord category holds 50 channels. The bot puts every open ticket's channel in the category its type or panel says, and moves it back within an hour if someone drags it elsewhere, so decide the layout in the panel rather than in Discord. A full category makes new tickets fall back to the shared one.

Who can open tickets here

By default any member who is not blocked can open a ticket from any panel. Each panel can be narrower: Roles that can open tickets here limits it to members holding one of those roles, and the panel can also require that the member's Discord account is at least some days old, or that they joined your server at least some days ago. A member who does not qualify is told straight away, before filling in the form, and the rules are checked again when the form is sent. Staff are not exempt when they press the button themselves.

Who can see a panel's tickets

Roles that can see this panel limits who among your staff may read the panel's tickets. Admins always see everything. Anyone else sees the panel's name greyed out in the sidebar and none of its tickets anywhere: not in queues, counts, search, the dashboard or notifications. A ticket moved out of a restricted panel becomes visible to all staff, and a ticket cannot be assigned to someone who cannot see its panel.

Because a restricted panel's tickets are hidden from most of your team, the bot never posts them to your staff alert channel or transcript log, never assigns them automatically and never sends push notifications about them unless a person is named. They wait in Triage for someone who can see them.

Figures on the panel message

A panel can show up to three figures on its Discord message, each switched on separately: the average response wait and the average time to close (both over the last 7 days) and customer satisfaction (the average rating over the last 30 days, with how many ratings it is based on). They are public to anyone who can see the channel, and are only ever averages. The bot refreshes them once a day, and when you press Update in Discord.