Ticket Panel

Page Summary

• This page covers the premium Helios ticket system.
• Use it when your Discord server needs player support tickets, staff-only ticket channels, transcripts, and ticket reporting.
• Main commands: /ticket panel, /ticket stats, and /ticket close.

What The Ticket Panel Does

The ticket panel lets owners create a public Create a Ticket message in Discord. Players click the button, choose a ticket category, and Helios creates a private ticket channel for that player and the configured staff roles.

Setup Flow

1. Run /ticket panel.
2. Click Create to add a ticket category.
3. Set the category name, description, display position, required roles, and Discord category.
4. Save the category.
5. Click Mod Roles and add the staff roles that should access ticket channels.
6. Click Create Ticket Channel and choose the public channel where Helios should post the ticket panel.
7. Optional: click Transcripts and choose the channel where deleted ticket transcripts should be sent.
8. Optional: toggle DM on Close if users should receive ticket-close/delete messages and transcripts.
9. Test with a non-admin account before announcing the panel.

The system supports:

• Public ticket creation panel
• Ticket categories with descriptions
• Optional required roles per ticket category
• Discord category selection for where ticket channels are created
• Ticket mod roles that can view/respond to tickets
• Transcript channel routing
• Optional DM on close/delete
• One open ticket per user
• Ticket close confirmation
• Manual delete button after close
• Automatic delete after 30 minutes
• Ticket stats for total, open, closed, top creators, ticket types, resolution rate, and average resolution time

Requirements

• Premium active for the Discord server
• Manage Server permission for admins configuring tickets
• A channel where the public ticket panel should be posted
• One or more Discord categories where private ticket channels can be created
• Optional staff/mod roles for non-admin ticket access
• Optional transcript channel

Commands

Command	Premium	Purpose
/ticket panel	Required	Opens the ticket admin panel.
/ticket stats	Required	Shows ticket totals, open/closed count, top creators, ticket types, close rate, and average resolution time.
/ticket close	Required	Closes the current open ticket with a confirmation prompt.

Public Player Flow

1. Player clicks Create a Ticket on the public panel.
2. If categories are configured, Helios shows a category dropdown.
3. Player chooses a category.
4. Helios creates a private text channel under the configured Discord category.
5. The player, Helios, and configured ticket mod roles receive channel access.
6. The ticket channel includes a Close Ticket button.

Close And Delete Behavior

Closing a ticket removes it from the open-ticket list and posts a delete prompt in the channel.

After a ticket is closed:

• Staff can click Delete Ticket or use /ticket close
• Helios builds a text transcript from the channel messages.
• If a transcript channel is configured, Helios posts the transcript there.
• If DM on close is enabled, Helios attempts to DM the opener.
• Closed tickets are automatically deleted after 30 minutes if staff do not delete them manually.

Stats To Watch

Use /ticket stats to see ticket information.

The stats panel helps owners monitor:

• Total ticket volume
• Currently open tickets
• Closed ticket count
• Most frequent ticket creators
• Most used ticket categories
• Resolution rate
• Average resolution time

Common Issues

Problem

Players click the panel but cannot open a ticket.

Likely Cause

No ticket categories are configured, the category is missing a Discord category target, or the player does not have a required role for that ticket category.

Fix

Reopen /ticket panel, review categories, verify the Discord category still exists, and check required-role settings.

Problem

Staff cannot see newly created ticket channels.

Likely Cause

The staff role was not added under Mod Roles.

Fix

Open /ticket panel, click Mod Roles, and add the correct staff roles.

Problem

Transcripts are not posted after deletion.

Likely Cause

No transcript channel is configured, the channel was deleted, or Helios lacks send/file permissions there.

Fix

Set the transcript channel again from /ticket panel and confirm Helios can send messages and attach files.

Best Practices

• Use short category names like Billing, Player Report, Bug, and Staff Help.
• Keep required roles limited to categories that truly need gating.
• Add at least one dedicated staff role instead of relying only on Administrator.
• Use a private staff channel for transcripts.
• Test ticket creation, close, delete, and transcript output before publishing the panel.