Ticketing

A panel is a message with buttons or a dropdown. A member picks a ticket type, optionally answers a few questions, and Arclo opens a private channel (or a private thread) with them and your support team in it.

Ticketing

Private support tickets with panels, claiming, transcripts and staff tools.

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PanelsHistoryCommands

Your ticket panels

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Quick SetupNew panel

Support

Active4 open

support-tickets·Buttons·3 ticket types·Embed·Updated 10/20/2026

General helpReport a memberPartnership

LoggingOne logger for the whole system. Every panel above posts through it.

Off. Nothing is logged.

1Building a panel

1. 1

   Switch Ticketing on

   Essentials → Ticketing. The page has three tabs: Panels, History and Commands. Panels also holds the system's logger.

2. 2

   Use Quick Setup, or build it by hand

   Quick Setup is four short steps: Ticket style (channels or private threads), Team (your support roles, the panel's name, where tickets land and whether to keep transcripts), Panel message (the message and its buttons) and Publish (the channel to post it in). It can create a Tickets category, the #support-tickets channel and a private #ticket-transcripts for you, then publishes the panel. If any part fails, everything it made is taken back. The steps below are the full builder, which also opens any panel Quick Setup made.

3. 3

   Create a panel

   A server can run up to two panels. Most need one; a second makes sense when another part of the server needs different staff, different categories or different opening hours.

4. 4

   Set the channel and the team

   On Setup: the channel the panel message lives in, whether tickets are channels or threads, the Support team roles (full access to every ticket from this panel) and the Blacklisted roles that may not open tickets at all.

5. 5

   Add ticket types

   One per button or dropdown option, up to ten per panel. General help, Report a member, Partnership. Each can override the panel's categories, naming pattern and Tickets per member, and ask its own form. A type's support roles either join the panel's support team (Extra roles) or replace it (Separate roles), so a Billing type can go to billing staff only. A button can also ask the member to pick a category after pressing it.

6. 6

   Design the panel message

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

7. 7

   Publish

   Publish creates the panel and posts it. Arclo creates a read-only #support-tickets channel if you did not pick one. Save draft keeps your work without posting anything. On a live panel there is only Publish: it saves your edits and updates the live panel in place, moving it if you picked another channel.

#support-tickets

ArcloBOTToday at 12:00 PM

Support Tickets

Need help from our team? Open a ticket and our support staff will get back to you as soon as possible. Your ticket is private: only you and the support team can see it.

General helpReport a memberPartnership

The panel builder

A panel opens on ten tabs.

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, with Mention the support roles in every new thread (on by default), 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 View Channel, Create Private Threads, Send Messages in Threads and Manage Threads there.
• A quiet thread archives itself after a week by default (Auto-archive after). Closing archives the thread (on by default) and can lock it as well (off by default). 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, in order: that the panel is on, that the member is not blacklisted and holds any required roles (Administrators skip both), that support hours allow a new ticket, and that the per-member limit, the panel's total and the creation cooldown all allow another. Limit bypass roles skip the last three.
2. 2If the type has a form, the member answers up to five questions in a pop-up, and every check runs again when they submit.
3. 3A channel (or a private thread, whichever the panel opens) is created and named from your pattern; {ticket_number} is padded to the Counter digits you set (4 by default). A channel also gets the description set under Setup → Channel naming, which can mention the opener with {user}, or none at all.
4. 4Permissions are applied: the opener, your support team, and the Additional roles from the Permissions tab. A thread gets members instead of overwrites.
5. 5The introduction message is posted and pinned (Auto-pin the Main Ticket Message, on by default), the form answers are posted in the Form Answers Message (designed on the Forms tab, in either design: under Each answer, style the question and the answer lines with any Discord formatting, and choose a field per answer or all of them in the text, where {form_answers} is written), a support-hours notice is added when one applies, and an optional private staff thread is opened. Ticket owner roles can add or remove the opener's roles on open and on close.
6. 6The member gets a private confirmation with a link to their ticket, and a DM too if DM the member when their ticket is created is on (it is off by default).

Staff tools

The introduction message carries Close Ticket, Claim and Staff Options. Staff Options opens a private menu for the support team: Rename, Transcript, Remind Owner, Add Member, Remove Member, Escalate (when escalation is on) and Move Category (channel tickets only). Most of them are /ticket commands too.

Claim

One staff member takes the ticket. On the Claiming tab a claim can also rename the ticket, move it to a claimed category and leave the rest of the team read-only, all off by default, and claim and unclaim can each add and remove roles on the claimer.

Add / remove members

Pull somebody else in, or take somebody out. In a channel ticket a removed member is denied explicitly, so a role grant cannot let them back in. /ticket add and /ticket remove take roles as well. The opener cannot be removed.

Rename

Free text from the menu. /ticket rename with no name resets it 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 and, if you ask for it, that panel's introduction message. Off by default (Enable escalation). Target panels limits where it can go; left empty, any other panel.

Close request

/ticket closerequest asks the opener to confirm the ticket can be closed, with Close ticket and Cancel buttons. The opener can accept even when they may not close tickets themselves.

Reopen

A closed ticket's Reopen button, or /ticket open, puts it back in service.

Delete

Remove the ticket for good, open or closed, with /ticket delete or a closed ticket's Delete button. Both ask first. The channel goes five seconds later, after a transcript is saved if your transcript settings ask for one on delete.

Transcript

Generate the archive on demand, even with automatic transcripts switched off.

Remind Owner

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. With Two-Step Ticket (closed state) off, closing deletes the ticket instead. Delete removes the channel five seconds after archiving the transcript.
• Every reply a ticket button gives is editable too, from the Close Confirmation (and its two buttons) to a refused press, a Staff Options action, or a reason a ticket could not open. Related replies share one row in Messages & Buttons; switch between them with its numbered pills. {clicker} tags whoever pressed the button, since {user} is always the ticket's owner.
• Transcripts are stored HTML, viewable in the browser. Opener access and Support access (both on) decide who may read one, and the server's managers always can. Readers sign in with Discord.
• Enable transcripts (off by default) makes them automatically: posted to your transcript channel, DMed to the opener if you like, when a ticket closes or is deleted, and saved for History. The private staff thread is included only with Include thread messages in transcripts.
• With a transcript channel set, the files members posted in the ticket are re-posted there (up to 5 MB each, 25 MB and 100 files per ticket, never programs or archives), so the transcript still shows them after the ticket's channel is deleted. Without one, the transcript links to the ticket's own files, which go with the channel.
• Ask for a 1–5 rating after closing (off by default) DMs the member. How members rate: Web page (the default) sends one Rate your experience button that opens a page on arclo.gg with the stars and a box for written feedback, beside the ticket's close details. Star buttons puts the five stars in the DM, with an optional comment after. Ratings and comments appear in History and on System Analytics.

Automations

Up to five rules per panel, on the Automations tab. Each runs once per ticket, after a delay of up to a week, when a ticket is created, closed or claimed, when the opener leaves the server, when a matching message is posted (or none is, within the delay), or when the ticket goes quiet. Actions send a message in the ticket, DM the opener, close or delete the ticket, or add or remove the opener's roles.

• Matching is plain text, ignoring case, rather than a pattern, and can count messages from anyone, only the opener, or only the support team.
• Message not found rules run over the delay after the ticket opens. A matching message cancels the rule rather than triggering it.
• Two everyday jobs have switches of their own on Behavior & Limits: Auto-close inactive tickets (48 hours when you switch it on) and If the ticket owner leaves the server (Close the ticket by default, or Do nothing, or Delete the ticket).

Behavior and limits

Open tickets per member

How many tickets one person may have open at once. 1 by default; empty means no limit. A ticket type can set its own.

Maximum total open tickets

A ceiling on open tickets across the whole panel. Empty means no limit.

Creation cooldown

How long a member waits after opening a ticket here before the next one, up to a week. The Cooldown Message says when they may try again.

Required roles

Only members holding these roles may open a ticket here, Any of them or All of them. Blacklisted roles win over required ones, and Administrators are never asked.

Limit bypass roles

Exempt from both limits and the cooldown.

Closed channels kept

How many closed ticket channels may sit in the closed state; past it the oldest is deleted. Empty keeps them all.

Ticket history kept

Closed and deleted ticket records kept for History and System 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.

Two-Step Close

Requires a confirmation before a ticket closes.

Two-Step Ticket (closed state)

On by default: a closed ticket stays, closed, until somebody reopens or deletes it. Off, closing deletes it.

Close reasons

Require a close reason when the Close button is pressed (the box doubles as the confirmation), and a Default close reason for closes that carry none. A reason appears in the log line, the History tab, and any closed message that uses {close_reason}; /ticket close takes one as an option.

Opener can close

Whether the member may close their own ticket.

Active / Paused

The switch on the panel's card in the list, once the panel is published. Publishing an edit leaves it as it is. A paused panel keeps its message posted and answers “paused” to every press, and stays out of /ticket new. A draft that was never published takes no tickets at all, /ticket new included.

Availability

Its own tab: Support hours, off until you switch it on, in a time zone you choose, and what a ticket gets when the team is away. Every moment of the week has a state: Open, Reduced support, Emergency only or Closed.

Basic mode

One row per weekday with a switch and up to four time ranges, each carrying the state it sets: “09:00–17:00 open, 12:00–13:00 reduced support”. Where two ranges overlap, the later one wins. A range that ends before it starts runs past midnight.

Advanced mode

The status painter: pick a state, then click or drag it across a grid of hours. Both modes are kept; the switch decides which one the bot reads.

Closed hours

Allow with a warning opens the ticket and posts the Closed Hours Notice inside it; Deny creation refuses with a private message instead. Only closed hours can refuse. Reduced and emergency-only hours always open the ticket and post their own notice.

Notices

The Closed Hours Notice, Reduced Support Notice and Emergency Only Notice, and the refusal Closed Hours: Ticket Refused, are designed with the same editor as every other ticket message. {support_opens_at} and {support_closes_at} render as live relative times, {support_status} names the current state, and {support_hours} prints the week's hours.

Support hours bypass roles

Members holding one open tickets at any time and never see a notice. The support team always bypasses.

Disable staff pings

The support roles named in the ticket's opening message are shown without notifying anyone. A private thread still mentions them, because that is what lets them in.

History and analytics

History, the tab beside Panels, is a searchable archive of every ticket with filters, ratings and links to the transcripts. The numbers (volume, claim, reply and close times against the period's average, ratings and what members wrote, the most active staff) are on System Analytics under Tickets, and an old link to the Analytics tab takes you there.

Commands