Managing Tickets
Claiming, closing, renaming and deleting - what your staff do day to day.
Replace [prefix] with your server's prefix. Everything here runs inside a ticket channel unless it says otherwise, and needs a support role or Manage Channels.
The Buttons
Every ticket opens with three buttons on its pinned message, so most of this page is optional - the commands just do the same thing.
| Button | What it does |
|---|---|
| Close | Hides the ticket from the member and moves it to the closed category |
| Transcript | Saves the conversation and posts a link. Only usable once |
| Delete | Asks for confirmation, then deletes the channel for good |
Closed tickets get a Re-open button in place of Close.
Claiming
Claiming says "I've got this" so two moderators don't answer the same ticket. It has to be switched on with [prefix]ticket settings claiming.
// Syntax
[prefix]ticket claim
[prefix]ticket unclaim
The claimer's name is added to the channel topic. Anyone with a support role can force an unclaim if someone claims a ticket and disappears.
With [prefix]ticket settings isolation on, claiming also removes the other moderators from the channel - useful for sensitive tickets.
Adding and Removing People
// Syntax
[prefix]ticket add [member]
[prefix]ticket remove [member]
// Example
;ticket add @eivoran
Added members get a DM with a link to the channel.
Handing It Over
Makes someone else the ticket's owner - they get added if they aren't already, and the review request at the end goes to them.
// Syntax
[prefix]ticket transfer [member]
// Example
;ticket transfer @eivoran
Renaming and Moving
// Syntax
[prefix]ticket rename [name]
[prefix]ticket move [category]
// Example
;ticket rename urgent-billing
;ticket move Escalated
Nudging the Member
Sends the ticket owner a DM reminding them the ticket is waiting on them.
// Syntax
[prefix]ticket reminder (member)
// Example
;ticket reminder
Fails if their DMs are closed - serenity reacts to your message either way so you know which it was.
Closing and Deleting
// Syntax
[prefix]ticket close
[prefix]ticket delete (reason)
close moves the ticket to the closed category and locks the member out. delete saves a transcript first (if autotranscript is on), asks for a review, then removes the channel after five seconds.
Letting the Member Decide
Asks the ticket owner to confirm the deletion themselves, with a button.
// Syntax
[prefix]ticket deleterequest
// Aliases
;ticket dr
Clearing Out a Category
Deletes every ticket in a category at once. Handy after a busy event.
// Syntax
[prefix]ticket deleteall [category] (transcript)
// Example
;ticket deleteall Closed Tickets
There's no confirmation on this one. It only touches channels serenity knows are tickets, but it does not ask twice.
Deleting Them Automatically
Any ticket sitting untouched in a category for longer than the threshold gets cleaned up on its own. Run it again on the same category to switch it back off.
// Syntax
[prefix]ticket autoclose [category] (seconds)
// Example - one day
;ticket autoclose Closed Tickets 86400
The shortest threshold is one hour. Leave the number out for 24 hours.
Looking Things Up
// Every transcript for a member
[prefix]ticket info [member]
// Who handles the most tickets
[prefix]ticket leaderboard
The leaderboard counts tickets a moderator finished, so it only moves when tickets are actually closed out.