Tickets and support

Tickets give your community a private, auditable support path. Configure the panel and permissions in the dashboard, then let members open a ticket from a button or the command flow.

Setup

The dashboard lets you define categories, ticket types, panel text, support roles, access users, limits, and archive/transcript behavior. The Discord setup commands use the localized names shown by /help; the core flow is:

1. choose a category and support role;
2. create or edit the panel;
3. add a ticket type such as support, report, partnership, or appeal;
4. restrict access to the team that should read the channel;
5. publish the panel in a channel where members can see and click it.

Lifecycle

1. A member opens a ticket.
2. Nakine creates a private channel with the configured permissions.
3. Staff can add or remove a role or user when escalation is required.
4. Staff close the ticket after resolving the request.
5. Nakine stores a transcript when transcript behavior is enabled.

Closing is not the same as deleting. Keep the retention policy visible to staff and avoid putting passwords, OAuth tokens, or payment details in tickets.

Access management

Ticket access is an explicit combination of the ticket opener, support roles, and added users. When a staff member leaves the team, remove their access from the panel configuration and from active tickets.

Common failures

If a ticket does not open, check that the panel message still exists, the category is available, and Nakine can manage channels, send messages, embed links, and set permissions. If the panel is visible but buttons fail, inspect the bot's role and the configured ticket limit.