Dungeon Hub Help

Ticket System ✏️

The Ticket System provides a comprehensive solution for managing user support requests, carry service orders, and general inquiries through Discord. Users create tickets via button interactions, and each ticket becomes a private channel where staff can assist them.

Key Concepts

Ticket Panels

A ticket panel is a configuration that defines how tickets behave. Each panel creates a button in Discord that users click to open a ticket. You can have multiple panels on the same server for different purposes (e.g., "Support", "Carry Orders", "Bug Reports").

Ticket States

Tickets move through four distinct states:

  • Creating - Initial state while the ticket channel is being set up

  • Open - Ticket is active and ready for support interaction

  • Closed - Ticket has been resolved and closed, but the channel still exists

  • Deleted - Ticket has been permanently deleted and the channel removed

Claiming

Support staff can claim tickets to indicate they are handling a specific request. When a ticket is claimed, the channel can be renamed (if configured) and permissions are updated to reflect the claimer's ownership.

Setting Up Ticket Panels

Ticket panels are configured through the Dungeon Hub Dashboard. You can access the ticket panel configuration by navigating to your server and selecting "Ticket Panels" from the menu.

For detailed configuration options, see Ticket Panel Configuration.

Ticket Lifecycle & Visibility Flow

Creation Process

  1. User clicks a ticket creation button in Discord

  2. If form questions are configured, a modal dialog appears for the user to fill out

  3. The bot validates the form responses and creates the ticket in the database (state: Creating)

  4. A private Discord channel is created with appropriate permissions

  5. The channel is moved to the configured open category

  6. An initial welcome message is sent to the channel (configurable via ticketMessage)

  7. The ticket state is updated to Open

Visibility & Access Control

Who can see and access a ticket depends on its current state:

Open Tickets:

  • ✓ Ticket creator (the user who opened it)

  • ✓ Support roles (configured in supportRoles)

  • ✓ Additional roles (configured in additionalRoles)

  • ✓ Ticket claimer (if the ticket has been claimed)

  • ✗ Everyone else (the @everyone role has VIEW_CHANNEL denied)

Closed Tickets:

  • ✗ Ticket creator (loses access when the ticket is closed)

  • ✓ Support roles (maintain access)

  • ✓ Additional roles (maintain access)

  • ✓ Original claimer (if applicable)

  • ✗ Everyone else

Deleted Tickets:

  • ✗ All users (the channel is permanently deleted after 3 seconds)

State Transitions

  • Open → Closed - Staff or creator closes the ticket using /ticket close ✏️

  • Closed → Open - Staff reopens the ticket using the "Open" button

  • Closed → Deleted - Staff deletes the closed ticket using the "Delete" button

Claiming Effects

When a support staff member claims a ticket:

  • The channel name updates to use the claimedChannelName template (if configured)

  • Channel permissions are updated to include the claimer

  • The claimer is tracked and can be referenced in messages via {claimer.mention}

Transcripts

Transcripts capture the complete message history of a ticket in HTML format. You can configure when and where transcripts are delivered:

  • On Close - Controlled by closeTranscriptTarget

  • On Delete - Controlled by deleteTranscriptTarget

Both settings support four options:

  • None - No transcript generated

  • User - Transcript sent via DM to the ticket creator

  • TranscriptChannel - Transcript posted in the configured transcript channel

  • Both - Transcript sent to both user and channel

The transcript message sent to users can be customized via the userTranscriptDm JSON template.

Forms & Placeholders

Custom Forms

Ticket panels can include custom form questions that users must answer when creating a ticket. Four question types are supported:

  • Predefined - Pre-built form questions (e.g., ign-display, carry-difficulty, carry-amount)

  • TextInput - Short text or paragraph input fields

  • StringSelect - Dropdown selection from predefined options

  • TextDisplay - Information text displayed to the user (no input required)

Form responses are stored with the ticket and can be referenced in messages via placeholders like {ticket.form.1} through {ticket.form.5}.

Placeholders

Placeholders allow you to dynamically insert user, ticket, and system data into:

  • Channel naming templates (openChannelName, claimedChannelName, closedChannelName)

  • Ticket welcome messages (ticketMessage)

  • Transcript DM messages (userTranscriptDm)

For a complete list of available placeholders, see Ticket Placeholders.

Carry Integration

The ticket system integrates deeply with the carry service system:

Linking a ticket panel to a carry tier enables:

  • The /log command within tickets, allowing staff to log completed carries directly from the ticket

  • Access to tier-specific carry data and validation

  • Tier name available via {carry-tier.name} placeholder

Specifying a carry difficulty further customizes the ticket:

  • Visible carry price embeds are automatically displayed in tickets, showing the current pricing (if not provided through the form questions)

  • The difficulty name is available via {carry-difficulty.name} placeholder

Predefined Carry Form Questions

Two predefined form questions are available for carry tickets:

  • carry-difficulty - Dropdown to select from available difficulties for the linked carry tier

  • carry-amount - Text input for the number of carries requested

See Also

31 May 2026
Server PropertyTicket Panel Configuration