Ticketing

A panel is a message with buttons or a dropdown. A member picks a category, optionally answers a few questions, and Arclo opens a private channel with them and your support roles in it.

1Building a panel

1. 1

   Switch Ticketing on

   Essentials → Ticketing.

2. 2

   Create a panel

   Servers commonly run one. Several make sense when different areas need different staff, different categories or different opening hours.

3. 3

   Set the channel and the roles

   Where the panel message lives, which roles are support staff, and which roles are blacklisted from opening tickets at all.

4. 4

   Add ticket types

   One per button or dropdown option — General help, Report a member, Partnership. Each can override the panel's category, form, naming and staff roles.

5. 5

   Design the panel message

   The message editor, with an interactive simulation of what happens when somebody clicks.

6. 6

   Sync to Discord

   Posts the panel, or edits the existing one in place. Arclo creates a read-only #support-tickets channel if you did not pick one.

#support-tickets

ArcloBOTToday at 14:32

Need help?

Open a ticket and a member of staff will be with you. Please pick the category that fits best — it decides who gets notified.

General helpReport a memberPartnership

Channels or threads

Setup → How tickets are created decides what a ticket physically is. A channel per ticket is the classic setup: real permission overwrites, categories, and the Move Category staff action. A private thread per ticket puts every ticket inside one channel instead — threads do not count against the 500-channel server limit, and the whole queue stays in one place.

• A thread has no permission overwrites — who can read a ticket is who is in it. Arclo adds the opener and mentions your support roles, which is what pulls staff in.
• Members need View Channel and Send Messages in Threads in the channel the threads open in; the channel itself can stay read-only. Arclo needs Create Private Threads and Manage Threads there.
• Closing can archive the thread, and lock it. The closed-state Ticket Owner view permission is what decides whether the opener keeps their seat.
• Categories, the private staff thread and Move Category do not apply — a thread already lives in its parent channel.

What happens when a ticket opens

1. 1Arclo checks the panel is enabled, that it is inside opening hours, that the member is not blacklisted, and that neither the per-member limit nor the server-wide limit is reached.
2. 2If the type has a form, the member fills in up to five questions in a modal.
3. 3A channel — or a private thread, whichever the panel opens — is created and named from your pattern; {counter} is padded to the number of digits you set.
4. 4Permissions are applied: the opener, your support roles, and any additional roles you named. A thread gets members instead of overwrites.
5. 5The introduction message is posted and pinned, the form answers are posted, and an optional private staff thread is opened.
6. 6The member gets a DM, and an ephemeral confirmation with a link to their channel.

Staff tools

Claim

One staff member takes the ticket. Optionally renames the channel, moves it to another category, and changes who can see it. Claim and unclaim can each add and remove roles.

Add / remove members

Pull somebody else in, or take somebody out. A removed member is denied explicitly, so a role grant cannot let them back in.

Rename

Free-text, or reset back to the pattern.

Move category

Without closing anything. Channel tickets only — a thread lives in its parent channel.

Escalate

Move the ticket to another panel — a different team, different permissions, a different intro message. Off by default and restricted to the target panels you name.

Close request

Ask the opener to confirm the ticket can be closed, with accept and decline buttons.

Transcript

Generate the archive on demand rather than waiting for the close.

Reminder

DM the opener that their ticket is waiting on them.

Closing, transcripts and ratings

• Close puts the ticket into a closed state with the moderator's message; delete removes the channel a few seconds after archiving the transcript.
• Transcripts are stored HTML, viewable in the browser. Access can be granted to the opener, to your support roles, or both — they sign in with Discord to read one.
• Transcripts can be sent to a channel, DMed to the opener, or both, on the triggers you choose. The private staff thread is included only if you ask for it.
• A closed ticket can ask the member to rate the support they got, one to five stars, and the ratings appear in Analytics.

Automations

Up to fifteen rules per panel, triggered by a ticket being opened, closed or claimed, by the opener leaving, by a message matching (or failing to match) a pattern, or by inactivity. Actions send a message, DM the opener, add or remove a role, close or delete.

• Auto-close on inactivity is the usual one: no reply for two days, close it.
• Message not found rules run over a window — a matching message cancels the rule rather than triggering it.
• Owner leaves decides what happens to a ticket whose opener left the server.

Behaviour and limits

Per-member limit

How many tickets one person may have open at once.

Server limit

A ceiling across the whole panel.

Bypass roles

One shared list that exempts a role from all three limits.

Closed channels kept

How many closed ticket channels may sit in the closed state; the oldest channel is deleted past it.

Ticket history kept

Closed and deleted ticket records kept for History and Analytics — 500 per panel by default, adjustable from 50 to 5,000. The oldest are removed past it.

Saved transcripts kept

100 per panel by default, adjustable from 10 to 1,000. The oldest transcripts are removed past it; the ticket record stays.

Opening hours

A paint-grid schedule per weekday, in a time zone you choose, with its own bypass list. The editor shows the current time in that zone.

Two-step close

Requires a confirmation before a ticket closes.

Opener can close

Whether the member may close their own ticket.

Analytics and history

Two tabs on the same page, beside Panels. Analytics covers volume, median response and resolution times, survey response rate, rating distribution and a per-staff table over a range you pick. History is a searchable archive of every ticket with filters and links to the transcripts.

Commands