Discord is a popular communication platform that allows users to create servers and channels for text, voice, and video chatting. One useful feature Discord offers is a ticketing system that server owners can use to provide customer support or handle moderation for their communities.
What is Discord’s Ticket Tool?
Discord’s ticket tool allows server owners to set up a dedicated channel where users can open “tickets” or requests for help, support, or moderation. When a user opens a ticket, it creates a new channel for that specific request where the user and server staff can communicate privately about the issue.
The ticket tool acts as a customer service or moderation queue, allowing server owners to handle each ticket systematically. It helps organize and categorize requests so staff can prioritize and resolve issues efficiently.
Is the Ticket Tool Free to Use?
Yes, Discord’s built-in ticket tool is free for any server owner to set up and use. The ticket system is included in Discord’s standard feature set for all servers, regardless of whether the server is on Discord’s Free or Nitro subscription plan.
Server owners do not have to pay anything extra or upgrade their Discord plan to access and configure the ticket system for their server. The ability to create tickets is available by default for all Discord servers.
How Do You Set Up the Ticket Tool?
Setting up the ticket tool is straightforward for server owners and only takes a few steps:
- Go to Server Settings > Integrations and click “Create Webhook.”
- Choose a channel for tickets and copy the webhook URL.
- Go to that channel and type /newticket to create the ticket message that users will react to.
- Paste the webhook URL into the ticket message and customize it.
Once the webhook is set up, users can react to the ticket message to open new tickets in that channel. Server owners can customize permissions, categories, and other options to organize tickets.
What Can You Do With Tickets?
There are many different ways Discord server owners can utilize tickets for their communities:
- Customer support – Users can request help with questions, issues, or complaints.
- Moderation – Users can report posts or request reviews of potential rule violations.
- Applications – Users can apply for roles, positions, whitelisting, etc.
- Organization – Keep certain discussions or features in separate channels.
- Events – Allow attendees to RSVP or ask event questions.
Tickets provide an organized system for collecting and responding to user-submitted requests on a wide range of topics.
Key Benefits of Discord’s Ticket Tool
Here are some of the key benefits server owners can take advantage of with Discord’s ticket system:
- Free to use – Comes included with all Discord servers at no extra cost.
- Customizable – Server owners can tweak ticket channels, perms, categories, and more.
- Organized – Keeps requests neatly separated into different channels.
- Private – Users can discuss issues privately with staff in the ticket channel.
- Trackable – Easy to monitor, close, and catalog tickets after issues are resolved.
Limitations and Drawbacks
However, there are some limitations with Discord’s built-in ticket tool to keep in mind:
- No ticketing dashboard – Hard to get big picture overview and metrics.
- Basic features – Lacks some advanced customization and automation.
- Self-hosted – The server owner must manually manage and monitor tickets.
- No internal notes – Cannot add notes only visible to staff.
- No SLAs – No way to set service level agreement timers for responses.
Popular Alternatives and 3rd Party Options
For Discord servers with more advanced ticketing needs, there are some popular third party ticketing solutions:
Ticketsbot
Ticketsbot is a specialized bot developed specifically for managing Discord tickets. Features include:
- A dedicated ticketing panel with categories and statuses.
- SLA timers for response times.
- Email notifications.
- Ticket transcripts and metrics.
- Assigning tickets to specific team members.
- Spam detection and prevention.
SupportPal
SupportPal is a helpdesk and ticketing software that integrates with Discord. It offers:
- Shared inbox for multiple support agents.
- Task automation and tagging.
- Service level agreements.
- Ticket branding and custom fields.
- Reports on agent performance.
Freshdesk
Freshdesk is a popular customer support platform with a Discord app. Features include:
- Ticket funnel for routing issues.
- Customer satisfaction surveys.
- Time tracking on tickets.
- Knowledge base integration.
- Mobile support from iOS and Android apps.
Conclusion
In summary, Discord’s built-in ticket system provides a free and easy option for basic ticketing needs on any Discord server. It allows server owners to organize requests from their community members into separate ticket channels for issues that require private communication and moderation.
The main limitations are a lack of advanced features and the need for staff to manually manage tickets. For servers that need more customization, automation, and tracking, third party services like Ticketsbot, SupportPal, or Freshdesk integrate with Discord to provide enhanced ticketing functionality.
However, for lightly staffed or small-scale servers, Discord’s free ticketing system may provide all the necessary tools for collecting and responding to user requests in an organized way.