Guide · 4 min read
How to set up a ticket system on Discord
Support questions in public channels get lost, and DMs to individual mods aren't fair on them or traceable. A ticket system gives every request its own private channel with your whole team.
How a ticket system works
A member presses Open a ticket on a panel. A private channel is made that only they and your support team can see. A staff member claims it, sorts the problem and closes it, and a transcript is saved.
Setting it up
- Make a category called Tickets and a private #ticket-transcripts channel for staff.
- On the Wisp dashboard, open Tickets and switch it on.
- Pick the panel channel (like #support), the ticket category and your support team roles.
- Choose a transcripts channel, and write the panel's title, message and button label.
- Press Publish to post the panel.
Tips for running tickets
- Switch on Ask what it's about, so your team knows what's coming before they open it.
- Limit open tickets per member to 1, to stop spam.
- Use /ticket add to bring in someone else, like a member involved in a report.
- Close with a reason: it's included in the transcript the member receives.
💬
Do it in one press
Wisp's Friends & community setup switches on everything in this guide, with good settings, and makes the channels it needs.
See the Friends & community setupQuestions
Can members see each other's tickets?
No. Each ticket channel is visible only to the member who opened it, your support roles, admins and the bot.