Ticket System

Create and manage private support tickets with Sonoran Bot.

Sonoran Bot can create private support channels from configurable ticket panels. Each panel can use its own support roles, categories, intake questions, limits, transcripts, and logging channels.

Members select the panel button to open a private ticket.

Create a Ticket Panel

You need the Manage Server permission to configure ticket panels. Sonoran Bot also needs permission to manage channels and messages in the ticket categories.

1. Create the panel and select an initial support role and open-ticket category:

   /ticket panel create name:Support support_role:@Support open_category:Open Tickets
2. Configure where closed tickets, transcripts, and ticket logs should go:

   /ticket panel edit panel:Support closed_category:Closed Tickets transcript_channel:#ticket-transcripts log_channel:#ticket-logs
3. Publish the panel in a channel members can access:

   /ticket panel send panel:Support channel:#open-a-ticket

Use /ticket panel list to view existing panels. Running /ticket panel send again publishes another copy of the same panel.

Add Intake Questions

A panel can ask up to five questions before opening the ticket. Add each question with /ticket form add:

/ticket form add panel:Support question:What can we help you with? style:Paragraph required:True

Use /ticket form list, /ticket form remove, or /ticket form clear to review and change the questions.

Intake answers are displayed to the support team when the ticket opens.

Configure Access and Limits

Use /ticket panel role-add and /ticket panel role-remove to manage these role groups:

• Support team: Can view and manage tickets for the panel.
• Read-only observer: Can view tickets without replying.
• Allowed to open: Limits panel use to selected roles.
• Blocked from opening: Prevents selected roles from opening tickets.
• Bypass ticket limits: Allows selected roles to ignore panel limits.

/ticket panel edit also configures the maximum open tickets per user and across the panel, automatic transcripts, claiming, close confirmation, channel names, and behavior when a ticket owner leaves the server.

Manage Tickets

New tickets include buttons to close, claim, and save a transcript. The main ticket message is pinned automatically when that panel option is enabled.

A private ticket channel visible to the ticket owner and configured support roles.

The ticket owner and support team can use the available buttons or these commands:

Command	Function
/ticket open	Open a ticket from a selected panel. Support staff can open one for another member.
/ticket close	Close an open ticket.
/ticket reopen	Reopen a closed ticket.
/ticket delete	Permanently delete a ticket channel.
/ticket claim and /ticket unclaim	Assign or unassign a support team member.
/ticket add and /ticket remove	Add or remove a user or role.
/ticket rename	Rename the ticket channel.
/ticket transfer	Transfer ownership to another member.
/ticket transcript	Export up to 1,000 messages as an HTML transcript.
/ticket info	View the ticket owner, status, assignment, and participants.

Most ticket-management commands accept an optional ticket channel. If it is omitted, the command uses the current channel.