Ticket Runtime & Transcripts

What happens when a member opens, closes, reopens, or deletes a ticket — and how transcripts work.

Overview

Once you have configured Ticket Settings and published a Ticket Panel, members can open tickets by clicking the panel button in Discord. From there, the ticket moves through a simple lifecycle: open → closed → (optionally reopened) → (optionally deleted). Every step is driven by buttons inside the ticket channel.

Opening a Ticket

A member clicks the Open Ticket button on a panel message in Discord. Mokito checks the Allowed To Open Roles gate and the per-member open-ticket limit. If both pass, Mokito:

What happens when a ticket opens

1. Creates a new text channel in the server, named after your Open Ticket Name Pattern (e.g. ticket-42).
2. Moves the channel into your Open Category (if one is set).
3. Applies the permission overwrites from your settings — support roles, additional roles, the ticket owner, and @everyone get their configured permissions in the new channel.
4. Posts an opening embed in the channel: the ticket number, the opener's username and avatar, the configured Open Ticket Message, and a Close Ticket button.
5. @-mentions the support and/or additional roles (if the tag-on-open toggles are on), so your team is notified.
6. Replies to the member with an ephemeral confirmation: "Ticket created successfully: #channel-name".

If the member is not allowed to open tickets (no Allowed To Open role), or if they have reached the open-ticket limit, Mokito replies with an ephemeral message explaining the block — no channel is created.

Closing a Ticket

Anyone with permission to manage the ticket — the ticket owner, support roles, additional roles, the server owner, and managers — can click the Close Ticket button inside an open ticket channel.

The close confirmation

Clicking Close Ticket shows a confirmation prompt with two buttons: Confirm Close and Cancel Close. This prevents accidental closes. If the member clicks Cancel Close, nothing happens and the prompt disappears. If they click Confirm Close, the ticket is closed.

What happens when a ticket closes

1. The channel is renamed to your Closed Ticket Name Pattern (e.g. closed-42).
2. The channel is moved into your Closed Category (if one is set).
3. The ticket owner's permission overwrite is removed, so they can no longer send messages in the channel (they can still see it, depending on your permission matrix).
4. A closing embed is posted: the ticket number, the original opener, the close timestamp, your Closed Ticket Message, and two buttons — Re-Open Ticket and Delete Ticket.
5. An HTML transcript of the entire conversation is generated and sent as a direct message to the ticket opener (see Auto-DM Transcript on Close below).
6. Mokito stops capturing new messages in the channel. Anything sent after the close is not added to the transcript.

Reopening a Ticket

Inside a closed ticket channel, anyone with permission can click Re-Open Ticket to reopen it. Mokito:

1. Moves the channel back into the Open Category (if one is set). The channel is not renamed — reopening right after a close frequently hits Discord's channel-rename rate limit, so Mokito keeps the closed name.
2. Re-adds the ticket owner's permission overwrite, so they can see and send messages again.
3. Posts a re-opened embed: the ticket number, who re-opened it, and a note that the conversation can continue.
4. Resumes capturing new messages for the transcript.

A deleted ticket cannot be reopened.

Deleting a Ticket

Inside a closed ticket channel, anyone with permission can click Delete Ticket. Mokito deletes the Discord channel entirely and marks the ticket as deleted. The transcript and all recorded messages are preserved in the web portal — the ticket's history is not lost.

Auto-DM Transcript on Close

When a ticket is closed, Mokito automatically generates an HTML transcript of the entire conversation and sends it as a direct message to the member who opened the ticket. The transcript is a standalone HTML file — it opens in any browser and shows the full conversation with Discord-style formatting, avatars, timestamps, and resolved mentions.

Web Portal Transcript Viewer

Every ticket — open or closed — has a full message history viewable in the web portal at Tickets → Ticket History. Click any ticket to open its detail page, which shows the conversation 30 messages at a time with full mention resolution (role, channel, and user mentions render as colored chips, just like in Discord).

Downloadable transcript

On a ticket's detail page, a Download Transcript HTML button generates a fresh, standalone HTML file of the entire conversation. The downloaded file is always current — it reflects the latest role names, channel names, and member display names, even if they changed after the ticket was closed. The file opens in any browser and is self-contained (no external dependencies).

Who can manage tickets

From Discord, the following can close, reopen, and delete tickets:

• The member who opened the ticket.
• Anyone holding a support role or an additional role (configured in Ticket Settings).
• The server owner and managers.

In the web portal, owners and managers can see all tickets and download transcripts. Support team members and moderators can view ticket history and download transcripts (read-only) but cannot manage panels or settings.