5.1
General Settings
User Ticket Limit
Set the maximum number of open tickets a user can have at once. Set to 0 for unlimited tickets.
Example: If set to 2, users can only create 2 tickets. They must close one before opening another.
Allow User Ticket Close
When enabled, users can close their own tickets using the close button or /close command. When disabled, only staff can close tickets.
This is useful for preventing users from accidentally closing important tickets.
Close With Reason opens a form, so it closes as soon as you submit it. Typing a reason is deliberate enough on its own.
Enable User Feedback
When enabled, users are asked to rate their support experience (1-5 stars) after a ticket is closed. Ratings are saved in transcripts. With "Added Users Can View Transcripts" on as well, everyone who was added to the ticket can rate it, and the ticket score becomes the average of their ratings.
Ticket Close Confirmation
When enabled, closing a ticket takes two steps. Pressing the Close button or running /close posts a short "Close this ticket?" prompt with Close Ticket and Cancel buttons, and nothing happens until Close Ticket is pressed. Only the person who started the close can answer it, and the prompt expires on its own after a minute.
DM Users When Staff Reply
When enabled, the person who opened a ticket gets a DM when a support team member or administrator replies, whether the reply comes from Discord, the dashboard or the API. The DM names who replied, previews the message and has a button that jumps straight to the ticket. Replies within five minutes of each other share one DM, and no DM is sent if the member posted in the ticket in the last two minutes.
Every DM has a Stop these DMs button that turns them off for your server only, and the same message can turn them back on. Members with DMs closed are skipped quietly.
Overflow Ticket Categories
Discord allows 50 channels in a category. With this on, a ticket that would open in a full category goes into a temporary copy instead. The copy has the same name, sits right below the original and gets its permissions, apart from any the bot isn't allowed to copy. New tickets always go into the original whenever it has room. Panels, live chat, the API and switching a ticket's panel all use it.
A copy is deleted on its own once every channel in it has been closed or moved out. It is never deleted while it still holds a channel. Copies are hidden from the category pickers on the dashboard, so panels keep pointing at the original. Thread panels aren't affected.
The bot needs Manage Channels and Manage Roles across the whole server to create copies. If either is missing, the permission check on your dashboard says so.