How Tickets Work

A full overview of the ticket lifecycle from creation to close.

Lifecycle

User clicks panel button
        │
        ▼
[Type dropdown if types configured]
        │
        ▼
Private ticket-XXXX channel created
Welcome embed + Close/Claim buttons posted
        │
        ├─ mentionSupportOnOpen → support roles pinged
        └─ muteSendUntilClaim   → opener silenced
        │
        ▼
Staff run /claim → opener can now chat (if muteSendUntilClaim)
        │
        ▼
Conversation, /priority, /tag, /note…
        │
        ▼
/close → confirmation → confirmed
        │
        ├─ Transcript generated (if enabled)
        ├─ DM sent to opener (if dmOnClose)
        ├─ Close log posted
        └─ Channel deleted after 7 seconds

Channel permissions

Target	ViewChannel	SendMessages	ManageMessages
`@everyone`	Deny	—	—
Ticket opener	Allow	Allow (or Deny if Mute Until Claimed)	—
Each support role	Allow	Allow	Allow
Bot	Allow	Allow	Allow

Ticket numbering

Each ticket gets a sequential number per server: ticket-0001, ticket-0002… Numbers never reset.

Auto-close

When enabled, tickets with no new messages after the configured days are automatically closed with reason Auto-closed due to inactivity.