Tickets

With the ticket system, members open a private channel with a button, where only they and your support team can write. You set it up under Dashboard → Support → Tickets (/dashboard/<server>/tickets). The page has three tabs: Inbox & settings, Analytics and Support hours & SLA – the last two are covered in Ticket Pro.

How to set it up#

1. Create a category in Discord (e.g. “Tickets”). yurna will create a separate channel for every ticket inside it.
2. Open Tickets in the dashboard and scroll to Ticket settings. Click Add category.
3. General tab: name, description, emoji and the label of the button that opens the ticket.
4. Channels tab: pick the Ticket channel category from step 1 and the Panel channel where the button should appear. Without a ticket channel category, nobody can open a ticket.
5. Message on open tab: under Ping roles on open, choose your support team's roles.
6. Save, then click Publish panel on the category. yurna posts the panel with its button to the panel channel.

The live preview in the editor shows how the panel and the ticket opening look in Discord.

How a ticket works#

1. A member clicks the button in the panel. If the category has form questions, they answer them in a form first.
2. yurna creates a channel in the ticket channel category and sends the opening message: an optional banner, an embed with the Claim and Close buttons, and a line with the pings.
3. A team member clicks Claim and takes care of it.
4. To close, the team clicks Close and can add a reason. If the creator clicks Close themselves, a team member has to confirm.
5. yurna attaches the transcript as a file to the closing message and deletes the channel after 5 minutes. The creator receives a DM asking for an optional rating from 1 to 5 stars with an optional comment.

Settings#

• Team roles: The support team consists of the roles the category pings on open, plus everyone with Administrator or Manage Server and the server owner. Only they can claim and close. Up to 10 roles per category; Mention ticket opener is a separate switch.
• Message on open: banner (image URL), title, text and colour of the embed. The text supports {user}, {username}, {ticket} and {category}.
• Form questions: Create questions under Custom fields (text, paragraph, number, choice, multiple choice, optionally required) and assign them to categories. Discord allows at most 5 questions per form.
• Panel: title, text, colour, footer, thumbnail and image of the panel embed.
• Advanced: Ticket name template with {emoji}, {username}, {ticketnumber}, {priority}, {categoryname} and {date}, plus Max tickets per user (empty = no limit).

Working in the dashboard#

The Support workbench lists every ticket with search and filters for status, priority and category. Clicking a ticket opens it: follow the conversation live, reply straight into the Discord channel, claim or close it (including Close with note), write internal Notes and see form answers, the rating and Transcripts.

Premium#

More ticket features such as support hours and SLA are covered in Ticket Pro.

Common problems#

• “Panel can't be published”: The category has no ticket channel category.
• Roles aren't notified: The editor tells you why – usually yurna lacks “Manage Roles” or the role sits above yurna's role. Fix makes the role mentionable.
• “This category has too many questions”: Reduce the questions to at most 5.

See also#

• Ticket Pro: analytics, support hours and SLA
• Required bot permissions
• Role pings don't arrive