Discord is a popular free voice, video, and text chat app. It was originally designed for gamers to communicate with each other, but is now used by many different communities and organizations. One useful tool in Discord is the ticket bot, which allows users to open support “tickets” or requests within a Discord server.
What is a ticket bot?
A ticket bot is a type of Discord bot that allows users to open tickets or requests that can be managed and responded to by server moderators or support staff. The main purpose of a ticket bot is to provide an organized system for users to get help or resolve issues within the server.
Ticket bots allow users to open a ticket with a specific question or request by typing a command. This creates a separate channel just for that user’s ticket where they can discuss the issue privately with staff members. The bot manages the creation, categorization, prioritization and closing of these tickets within one system.
Why use a ticket bot?
Here are some of the key reasons Discord servers use ticket bots:
- Provides an organized support system – Having tickets makes it easy to track and manage user requests.
- Resolves issues privately – Users can get help with issues without spamming a public channel.
- Prioritizes requests – Tickets can be marked as high priority by staff to resolve important issues first.
- Keeps conversations private – Each ticket has its own channel visible only to relevant staff and the requesting user.
- Designates staff roles – Specific team members can be assigned to manage different ticket categories.
- Gathers feedback – Ticket channels provide a record of support conversations to improve the community.
- Allows customization – Bots can be configured with different rules, channels, messages, etc.
Overall, a ticket bot creates order and structure around handling user questions and requests in a Discord community.
How do ticket bots work?
Here is an overview of how a standard ticket bot works within Discord:
- User types a command to open a ticket such as
!new
or!ticket
- Bot creates a new text channel for the ticket that only the user and staff roles can see
- User describes their issue or question in the ticket channel
- Staff with appropriate roles are notified of the new ticket
- Staff communicate with the user privately in the ticket channel to resolve the issue
- Once complete, staff can close the ticket which deletes the channel
- Ticket information may be logged in a master list by the bot for records
The bot manages the ticket channels, permissions, notifications, and closures automatically based on the configured settings. Staff can also use admin commands with the bot to modify tickets.
Key features of ticket bots
Some common features included in popular Discord ticket bot services include:
- Custom commands – !new, !question, !help, etc. to open different ticket types
- Ticket categories – Assign tickets to categories like bug report, account issue, etc.
- Notifications – Ping roles when new tickets are created
- Ticket transcripts – Logs all messages in ticket channels
- Ticket archiving – Ability to store closed tickets in private archive channel
- Ticket blocking – Prevent problem users from opening multiple tickets
- User identification – Associate member IDs with tickets for bans etc.
- Ticket priority – Mark important tickets with priority for fast response
- Admin commands – Close, delete, modify tickets from staff roles
- Custom responses – Send pre-written responses to common questions
- Ticket queues – View and manage all open tickets on one channel
These features allow server staff to customize the ticket experience and workflow to suit their support needs.
Example workflow
Here is an example of how a ticket bot might be used within a Discord server:
- Bob joins a new Discord gaming community and has a question about their server rules.
- Bob types
!new Rules Question
which opens a new ticket channel named bob-ticket. - The rules admin role is notified of the new ticket.
- Alice, who has the rules admin role, is notified and goes to the bob-ticket channel.
- Bob explains his question about voice chat rules in the ticket channel.
- Alice clarifies the rule for Bob and answers his other questions.
- Bob is satisfied and thanks Alice for the help.
- Alice uses an admin command like
!close
to close the ticket once resolved. - The bob-ticket channel is automatically deleted as it’s no longer needed.
- The ticket resolution is logged in the tickets archive channel.
This demonstrates how the user gets help privately, the staff member resolves the issue, and the bot handles the ticketing process smoothly.
Popular Discord ticket bots
Some of the most popular and full-featured Discord ticket bot services include:
Bot | Key Features |
---|---|
TicketsBot | Free, custom commands, categories, transcripts, web dashboard |
Tickety | Free, priorities, notifications, archives, alias support |
SupportCell | Customizable, built-in FAQ, queues, logs,Permission integration |
Astrobot | Relational databases, custom workflows, advanced logging |
HexaTickets | Queues, transcripts, anti-spam, user blocking, custom IDs |
These bots offer a robust set of ticketing features to serve communities of varying sizes and needs. Servers can choose one based on factors like ease of use, specific features, size limitations, and pricing structure.
Conclusion
Ticket bots provide an organized ticketing system for Discord servers to manage user help requests and issues. They allow users to open private ticket channels to get tailored support from staff members assigned to handle different request types or categories. Popular bots like TicketsBot, Tickety and SupportCell include convenient features for notifications, transcripts, archives, and queues to optimize the ticket workflow.
With the ability to customize commands, settings, and permissions, Discord ticket bots make it easy to set up an efficient support system scaled to a community’s needs. This helps resolve user problems more smoothly, gather feedback, and keep server conversations clutter-free. Overall, ticket bots are useful tools for enhancing user support and engagement within Discord servers.