Docs
Documentation
Everything about Modern Tickets, in plain words - from adding the bot to a closed ticket. Members never need to read this: they just write to the bot.
Getting started
Three steps, all inside Discord. Nothing to install, and you can change everything later.
- 1
Add the bot
Use Add to Discord at the top of this page and pick your server. Discord only shows servers where you may add a bot.
- 2
Find its private forum
The bot makes a forum that only admins can see and puts a short guide in it. Your members don’t see anything yet.
- 3
Follow the guide
Seven short steps: how it looks, your categories and who answers what. At the end the forum is renamed to Tickets and members can open tickets.
The setup wizard
Seven steps in one forum post. Stop whenever you like and carry on later with /setup resume. You can change everything afterwards.
You can also do the same steps on this website, with normal text boxes and lists to pick from. It is the same setup either way: do three steps on the website, and the forum post is on step four.
01 Welcome
A checklist of the permissions the bot needs, so problems show up first.
02 Your look
Pick a colour, a banner style, a title and a picture - with a live preview.
03 Categories
Each one becomes a button members click and a tag on the ticket. Up to 20 letters.
04 Who handles what
Which roles answer which category, and who may answer as “Team member”.
05 Forums
Send categories to other forums if you like. The bot makes the tags for you.
06 Behaviour
Limits, closing old tickets, reminders, stars, the log channel and blocked members.
07 Finish
The forum is renamed to Tickets, and the bot can post its message for members.
Everyday use
Members
Write the bot a direct message. Pick a category, fill in the short form, and talk to the team right there in your DMs. You can send files both ways. If a file is too big, the bot asks what to do first. Use the bot in more than one server? You pick the server first, and every message says which server and ticket it is about.
The team
Open the ticket in the forum, take it with Claim, and reply there. The bot passes your message on in its own style, so the member always sees the same look. Start a line with
//for a note only the team sees. If you write before you claim, the bot gives your text back to you, so nothing is lost.Admins
Change anything later with
/settings. Post a public explainer with/info. It updates itself when your categories change, and its button opens a ticket for whoever clicks it.
Command reference
All 32 commands. Use the buttons to see only the ones for members, the team or admins. Admin commands need the Manage Server permission; team commands check your roles every time.
Command access: everybody only sees their own commands
At first Discord shows every member every command - the team commands just say no to anyone outside the team. Turn on command access (in the last setup step, or under /settings › Commands) and the list itself changes: members see /new, /tickets and their other commands, your team sees the ticket commands only inside tickets, and admins see the admin commands.
Discord asks you once to allow it - someone with Manage Server and Manage Roles has to click Authorize. After that the list follows your roles, categories and forums by itself. Admins always see every command; that is Discord’s rule. Rules you made by hand for single members stay, and every command still checks who uses it.
This permission can only change who sees Modern Tickets’ commands. It is stored encrypted, and turning command access off deletes it at Discord too. A custom-branded bot does the same with its own app: its owner adds the app’s Client Secret once on the Your bot page (plus this website’s callback under Redirects). Until then you can limit its commands by hand under Integrations.
Settings
The settings have ten pages. Every change saves by itself and works right away.
Overview
Your numbers, whether everything works, and quick buttons.
Categories
Add, rename, sort or switch off categories, and pick their roles, forum and button.
Forums
Use a forum you have or make a new one, and see how many tags are left.
Access
Who is on the team, who is an admin, who is blocked, and how many tickets one person may open.
Commands
Who sees which command: team commands for your team, only inside tickets; admin commands for admins.
Appearance
Colours, banner, title, picture and the words members read.
Behaviour
How your team shows up, how tickets are taken, closing old tickets, reminders, stars and ticket names.
Notifications
The log channel, pings for new tickets, chat copies and how long things are kept.
Health
Everything the bot checks, each with a button to repair it.
Danger zone
Close all tickets, reset the settings or delete the data - each only after you confirm.
Two more pages on the website
Ticket forms is where you choose what each category asks before a ticket starts: short or long answers (with limits if you like), numbers, lists, choices, tick boxes, files, and pickers for people, roles and channels - up to three pages of five questions. Drag the blocks into a picture of the Discord window and type right into it. Save a form as a template to use it again. The team sees every answer at the top of the ticket.
Messages shows every message the bot sends - the info message, the panel and each DM - just as Discord shows it. Click a title, a text or a button to change it. Words like {user} and {id} are filled in for you. The banner and the colours are there too. When you save, messages already posted in your server update as well.
Letting members stay anonymous
A category can show a tick box: “don’t show the team who I am”. It is off until you turn it on, for each category - you want it for reports, not for billing questions.
If they tick it, your team sees a code like Anonymous #A7F3C instead of a name - no picture, no mention - everywhere: in the ticket, on every message, in the summary and in the chat copy. Nobody on the server can find out who it is, not even admins. The same person always gets the same code, so you notice when someone reports again without knowing who they are.
Their own chat copy still shows their name - it is their conversation. The bot itself always knows who it is, because it has to deliver the replies. Anonymous means hidden from people, not from the bot.
Anonymous tickets also get an Anonymous tag, so you see them at a glance. The tag only exists in forums where a category allows anonymous tickets, and it uses up one of that forum’s tag spots.
If someone misuses it, press Require a name at the top of their ticket, or use /anonymity revoke (inside the ticket you can leave the option empty - it means whoever opened it). /anonymity restore gives it back, and /anonymity list shows who lost it. They can still open tickets, just without the tick box. What they already wrote stays anonymous - that was the promise.
The member is told once that their code never changes, so anything they give away about themselves stays given away. The setting moves with the rest of your settings: /config export saves them and /config import loads them again.
Worth knowing
A forum can have 20 tags. Four are for the ticket status, so 16 are left for categories. Need more? Add a second forum and send some categories there - the bot makes the status tags for you. A forum with anonymous tickets needs one more tag spot; with 16 categories there is no room, and those tickets are still anonymous, just without the tag.
On the website
Everything /settings does in Discord, you can also do here in your browser. Press Dashboard at the top, sign in with Discord and pick your server. The buttons in /settings and in the setup guide bring you here too.
Setup
The same seven steps as in Discord, with normal text boxes and lists of your roles and channels.
Settings
Every setting, one page per topic - with health checks, repair buttons and a list of who changed what.
Transcripts
Every chat copy of your server. Search by member, by who helped, by category, by stars and by date.
Statistics
How many tickets come in, how fast they get an answer, how many stars they get, and when in the week they come.
Signing in, and what keeps it safe
You sign in with Discord. The dashboard asks Discord who you are and which servers you are in (identify and guilds), so your server list can show every server where you may add the bot. Only the servers you own or manage are kept: for your list in memory, for at most a day, and signing out forgets them - and a copy for 90 days, so the team behind Modern Tickets can see them when they help you. Rather not share them? Sign in without; you then see the servers that already have the bot, and the copy is deleted.
Your admin role is checked again on every page. Lose the role, and the next click closes the page. Opening a link never changes anything: every change is a form you send, so nobody can trick you with a link.
A link from /settings works once, only for you, for thirty minutes. A setup link works for every admin of the server until setup is done.
The only other thing that goes through Discord is command access, and only when you start it: it asks for one more permission - who may use the commands - and nothing happens until you press Authorize on Discord’s own screen.
A change here is the same as the same change in Discord: it shows up in the same list of changes and posts the same message in your log channel.
There is no Save button: changes save by themselves, and text saves when you leave the box. Only things that create something - a category, a forum - and the reset in the danger zone need a button, because a half-typed name is not a category yet.
These pages load small scripts from this same website. They save your changes, let you drag categories into place, filter long lists and update the previews, and let the page rise into view as you scroll. Everything still works without them; the Save button then comes back.
Permissions
Add to Discord lets you choose: with Administrator (we recommend it), or with only the permissions it uses. Why Administrator? Because one blocked permission in one channel is the most common reason a ticket bot only half works - and you only notice when someone opens a ticket. The bot uses the same things either way. Here is what stops working without each one.
| Permission | Without it |
|---|---|
| View Channels | The bot cannot see its own forum. New tickets stop, and the member is told. |
| Manage Channels | It cannot create the forum, rename it after setup, or keep the category tags in step. |
| Manage Roles | Forum access is not kept in sync when roles change. You grant it by hand. |
| Send Messages | It cannot post a ticket into the forum at all. |
| Send Messages in Threads | Nothing can be written inside a ticket: no reply, no note, no closing summary. |
| Create Public Threads | No ticket can be opened at all. |
| Manage Threads | Closing still records everything, but the thread is not locked or archived. |
| Read Message History | Messages sent while it was offline are never picked up, so nothing is relayed late. |
| Attach Files | Banners, uploads and transcripts cannot be sent. |
| Embed Links | The fallback layout cannot be posted, so a message that cannot be sent as a card is lost. |
| Manage Messages | Team messages are not replaced by the styled copy; a compact receipt is posted instead. |
| Use External Emojis | Category and status emoji from another server show as raw text. |
Chat copies (transcripts)
Every closed ticket keeps a copy of the whole chat - a transcript. The closing summary has a button that opens it as a web page. The page is always up to date: stars given later and a reopened ticket show up too.
Your team can also find them without the link: the dashboard lists every one and lets you search by member, helper, category, stars and date.
There are two versions. The team’s copy has the team’s notes; the member’s copy never shows them, and a reply sent as the team stays Team member in it.
To open one, you sign in with Discord. The bot only asks for the identify permission and nothing else: who you are on Discord - your id, name and picture - never your email and never your servers.
Only the member who opened the ticket and the people who may answer tickets in that server can open it. Everybody else gets the same “nothing here” page as for a link that doesn’t exist - so a link never even shows that a copy exists. Search engines are asked to stay away.
What a copy keeps, and for how long, is in the privacy policy.
Ready when you are
The wizard takes about five minutes.