How to configure roles, categories, naming, messages, and the per-role permission matrix that governs every ticket in your server.
Ticket Settings is a single per-server configuration page that controls who can open tickets, who is notified, where ticket channels live, what they are named, and what each role can do inside a ticket channel. Every ticket panel in your server reads from these settings — you configure them once and they apply to all panels.
The settings page lives at Tickets → Settings in the guild dashboard sidebar. You must save ticket settings at least once before you can create a ticket panel.
Only the server owner and managers can view and save ticket settings. Support team members and moderators can see ticket history and transcripts but cannot open the settings page.
The top of the settings page has three searchable role multi-selects. Each one picks Discord roles from your server. Click a role in the dropdown to add it as a chip; click the × on a chip to remove it. You can pick up to 10 roles per selector.
The roles that staff your support tickets. Members with any of these roles can view, send messages in, and manage open ticket channels (see Permissions Matrix below). Support roles are also the roles that can close and delete tickets from Discord.
A second set of roles that get access to ticket channels — useful for specialists, escalation roles, or read-only observers. Additional roles are granted their own permission set, separate from support roles.
If you populate this selector, only members holding at least one of the selected roles can open a ticket. Leave it empty to allow everyone in the server to open tickets. This is the gate the bot checks before creating a ticket channel — a member without any of the listed roles sees an ephemeral "You are not allowed to open tickets in this guild" message when they click the panel button.
Two toggles control whether support roles and/or additional roles are @-mentioned in the ticket channel when it opens:
Turn either off if you want the roles to have access to the channel without being pinged every time a ticket opens.
Ticket channels are organized into Discord categories. You set two category IDs:
Enter the numeric Discord category ID (right-click a category in Discord → Copy ID, with Developer Mode enabled). Enter 0 to skip the category — the ticket channel will be created at the top level of the server instead of inside a category.
Two patterns control what ticket channels are named when they open and when they close:
ticket-{num}.closed-{num}.Two placeholders are replaced at open/close time:
| Placeholder | Replaced with | Example |
|---|---|---|
{num} | The ticket number (increments per server, starting at 1) | ticket-42 |
{username} | The opener's Discord username | ticket-alice |
For example, support-{username}-{num} produces support-alice-42. Patterns are limited to 100 characters.
Two text blocks are posted by the bot inside the ticket channel:
Both fields accept up to 5,000 characters of plain text. Discord markdown is supported.
Allowed Open Tickets sets the maximum number of simultaneously open tickets a single member can have. Default: 5. Range: 1 to 100.
When a member who already has the limit of open tickets clicks the panel button, they see an ephemeral message telling them how many tickets they have open and asking them to close one first. The limit is per-member, not per-server — each member gets their own budget.
The bottom of the settings page is a permission matrix: a grid of Discord channel permissions, one row per permission, with a three-way radio (Deny / Inherit / Allow) for each of four role groups. These overwrites are applied to every ticket channel when it is created.
Each cell in the matrix is one of three states, shown as a radio button with a colored highlight:
| Icon | Value | Meaning |
|---|---|---|
| (red) | Deny (0) | The role is explicitly denied this permission in the ticket channel. |
| (grey) | Inherit (2) | The permission inherits from the role's server-wide permissions. |
| (green) | Allow (1) | The role is explicitly granted this permission in the ticket channel. |
The matrix has four columns, one per role group:
@everyone role (everyone in the server). Defaults: all denied, so ticket channels are private by default.View Channel for @everyone, every member of the server can see every ticket channel. Most servers want tickets private — leave the @everyone column on Deny.
The matrix covers 21 Discord channel permissions:
| Permission | What it controls |
|---|---|
| View Channel | Whether the role can see the ticket channel at all. |
| Manage Channel | Rename, delete, or edit the channel. |
| Manage Permissions | Edit the channel's permission overwrites. |
| Manage Webhook | Create or edit webhooks on the channel. |
| Create Invite | Create invite links to the channel. |
| Send Messages | Post messages in the channel. |
| Send Messages In Threads | Post in threads within the channel. |
| Create Public Threads | Create new public threads. |
| Create Private Threads | Create new private threads. |
| Embed Links | Post links with embedded previews. |
| Attach Files | Upload files/images to the channel. |
| Add Reactions | Add emoji reactions to messages. |
| Use External Emojis | Use emojis from other servers. |
| Use External Stickers | Use stickers from other servers. |
| Mention Everyone and Roles | Use @everyone and role pings. |
| Manage Messages | Delete or pin other members' messages. |
| Manage Threads | Archive, lock, or edit threads. |
| Read Message History | Read messages posted before joining the channel. |
| Send TTS Messages | Send text-to-speech messages. |
| Use Application Commands | Use slash commands in the channel. |
| Send Voice Messages | Send voice messages in the channel. |
Save the form with the button at the bottom. The settings take effect immediately — new tickets opened after the save will use the updated overwrites.