Categories & Panels

Understanding the Basics

The ticket system is built around two main components:

  1. Ticket Panels - These are the embed messages users interact with to create tickets

  2. Ticket Categories - These define the different types of tickets users can create

Each panel can include multiple categories, and the same category can be used across different panels.

Ticket Panels Configuration

Panels are defined in the TicketPanels section of your config.yml file. Here's how to set up a panel:

TicketPanels:
  Panel1:  # This is the panel ID (must be unique)
    Name: "Support Panel"  # Display name for the panel
    Categories: ["TicketCategory1", "TicketCategory3"]  # List of category IDs to include
    Embed:  # Embed appearance settings
      Title: "Support Tickets"  # Panel title
      Description: "> If you need any assistance click on the button corresponding to the type of ticket you wish to open."
      Color: "#5e99ff"  # Hex color code, leave blank to use bot default
      PanelImage: "https://i.imgur.com/wOifew6.png"  # Large image in the embed
      CustomThumbnailURL: ""  # Small image in the corner of the embed
      Timestamp: false  # Whether to display timestamp
      Footer:  # Footer settings
        Enabled: true
        CustomIconURL: ""  # Footer icon
        text: ""  # Footer text

Adding Multiple Panels

You can create unlimited panels, To add another panel, simply add a new entry under TicketPanels:

TicketPanels:
  Panel1:
    # Panel1 configuration...
    
  Panel2:  # This is the panel ID (must be unique)
    Name: "Applications Panel" 
    Categories: ["TicketCategory2", "TicketCategory5"]
    Embed:
      Title: "Staff Applications"
      Description: "Click a button below to apply for a staff position."
      Color: "#43B581"
      PanelImage: ""
      CustomThumbnailURL: ""
      Footer:
        Enabled: true
        text: "Plex Development"
        CustomIconURL: ""
      Timestamp: true

Each panel can be sent to different channels using the /panel command with the panel ID.

Ticket Categories Configuration

Categories define the different types of tickets users can create. They're configured in the TicketCategories section:

TicketCategories:
  TicketCategory1:  # This is the category ID (must be unique)
    CategoryName: "Example 1" # This will be the button and ticket name/category
    Description: "" # Category description, This only works if SelectMenu is enabled, Leave blank to disable
    ParentCategoryID: "731044694590750821"  # Discord category where tickets will be created
    EmbedTitle: "Support Ticket ({category})" # Use {category} to get the category name for the ticket opened
    EmbedMessage: "> Thank you for contacting support.\n> Please describe your issue and await a response." # Use {user} to get the user that created the ticket, {createdAt} to get when the ticket was created using a Discord timestamp
    CategoryEmoji: "" # Leave blank for no emoji
    ButtonColor: "Green" # Blurple, Gray, Green, Red
    SupportRoles: ["731044651078910012"] # Users with these roles can view tickets in this category, You can add multiple roles
    MentionSupportRoles: false # Mention all the Support Roles in new tickets?
    ChannelName: "ticket-{username}" # Variables: {total-tickets}, {username}, {user-id}
    LogsChannelID: "CHANNEL_ID" # Channel ID for category-specific logs (leave empty to use the default logs channel)
    RequiredRoles: [] # Require the user to have a specific role to open a ticket in this category? You can add multiple, leave blank to disable
    Questions: [] # Questions asked when creating a ticket in a modal

Adding More Categories

You can create unlimited categories, To add a new category, add a new entry under TicketCategories:

TicketCategories:
  # Existing categories...
  
  TicketCategory4:
    CategoryName: "Feature Request"
    Description: "Suggest a new feature"
    ParentCategoryID: "731044694590750821"
    # Additional settings...

Once added, you can include the new category in any panel by adding its ID to the panel's Categories list.

Adding Ticket Questions

Questions allow you to gather specific information when a user creates a ticket. Add questions to a category like this:

Questions:
  - customId: "bugDescription"  # Unique identifier (no spaces)
    required: true  # Whether an answer is required
    minLength: 20  # Minimum character count (optional)
    question: "Describe the bug in detail"  # Question text
    placeholder: "Please provide as much information as possible"  # Placeholder text
    style: "Paragraph"  # "Paragraph" for long text, "Short" for single line
    
  - customId: "productVersion"
    required: true
    minLength: 2
    question: "Which version of the product?"
    placeholder: "1.0.0"
    style: "Short"

Important Notes:

  • You can add up to 5 questions per category (Discord limitation)

  • Each customId must be unique and contain no spaces

  • Valid styles are "Paragraph" or "Short"

Working Hours Placeholders

If you have working hours enabled, you can display them in your panel descriptions using these placeholders:

{workingHours-startTime-Monday} {workingHours-endTime-Monday}
{workingHours-startTime-Tuesday} {workingHours-endTime-Tuesday}
{workingHours-startTime-Wednesday} {workingHours-endTime-Wednesday}
{workingHours-startTime-Thursday} {workingHours-endTime-Thursday}
{workingHours-startTime-Friday} {workingHours-endTime-Friday}
{workingHours-startTime-Saturday} {workingHours-endTime-Saturday}
{workingHours-startTime-Sunday} {workingHours-endTime-Sunday}

Example usage:

Description: "Our support team is available:\nMonday: {workingHours-startTime-Monday} - {workingHours-endTime-Monday}\nTuesday: {workingHours-startTime-Tuesday} - {workingHours-endTime-Tuesday}"

Advanced Configuration Examples

Example: Support Panel with Multiple Categories

TicketPanels:
  SupportPanel:
    Name: "Customer Support" 
    Categories: ["GeneralSupport", "TechnicalHelp", "BillingIssues"]
    Embed:
      Title: "Need Help?"
      Description: "Please select the appropriate category for your issue. Our team will respond as soon as possible.\n\n**Working Hours:**\nWeekdays: {workingHours-startTime-Monday} to {workingHours-endTime-Monday}"
      Color: "#3498db"
      PanelImage: "https://i.imgur.com/example.png"
      Timestamp: true
      Footer:
        Enabled: true
        text: "Response time: Usually within 24 hours"

Example: Application Form with Questions

TicketCategories:
  StaffApplication:
    CategoryName: "Staff Application"
    Description: "Apply to join our team"
    ParentCategoryID: "123456789012345678"
    EmbedTitle: "Staff Application ({category})"
    EmbedMessage: "> Thank you for applying to join our team.\n> Your application has been submitted and will be reviewed soon."
    CategoryEmoji: "👥"
    ButtonColor: "Blurple"
    SupportRoles: ["123456789012345678"]
    MentionSupportRoles: true
    ChannelName: "application-{username}"
    RequiredRoles: ["123456789012345678"]  # Member role required
    Questions:
      - customId: "experience"
        required: true
        minLength: 50
        question: "What relevant experience do you have?"
        placeholder: "Tell us about your background and skills"
        style: "Paragraph"
        
      - customId: "availability"
        required: true
        question: "What is your weekly availability?"
        placeholder: "Hours per week and timezone"
        style: "Short"
        
      - customId: "whyJoin"
        required: true
        minLength: 100
        question: "Why do you want to join our team?"
        placeholder: "What motivates you to apply for this position?"
        style: "Paragraph"

By configuring these elements, you can create a customized ticket system tailored to your server's needs. Remember to use the /panel command to send your panels to the appropriate channels after setting up your configuration.

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