Ticket Types and Forms

Ticket types define the categories users can choose when they open a ticket. Examples are general, billing, and report.

Basic Ticket Type

ticketTypes: {
  general: {
    name: "General Support",
    description: "General help and account questions.",
    emoji: "<:ticket:171717171717171717>",
    categoryId: "777777777777777777"
  }
}

Field	Required	Purpose
name	Yes	Display name shown in panels and messages.
description	No	Description shown in select menus.
emoji	No	Unicode emoji, custom emoji string, or emoji ID.
categoryId	Yes	Discord category where ticket channels are created.
channelNameTemplate	No	Per-type channel name override.
message	No	Per-type welcome message template.
welcomeContent	No	Extra runtime text appended to the welcome template.
blockedRoleIds	No	Roles blocked from this specific ticket type.
staffRoleIds	No	Extra staff roles for this ticket type.
openForm	No	Modal questions shown before opening the ticket.
close	No	Per-type close message template overrides.

Staff and Blocked Roles

Global staff roles come from:

tickets.staffRoleIds

Per-type staff roles are added on top:

ticketTypes: {
  billing: {
    staffRoleIds: ["121212121212121212"]
  }
}

Blocked role checks combine global and per-type blocked roles. If a user has any blocked role, they cannot open that ticket type.

Channel Names

Global default:

tickets: {
  channelNameTemplate: "{ticketNumber}-ticket-{username}"
}

Per-type override:

channelNameTemplate: "{ticketNumber}-billing-{username}"

Available tokens:

• {ticketNumber}
• {ticketId}
• {ticketTypeKey}
• {ticketTypeName}
• {createdById}
• {createdByUsername}
• {userId}
• {username}

The bot sanitizes generated channel names for Discord.

Welcome Content

welcomeContent is appended to the selected message template.

welcomeContent: "Please include invoice numbers, order IDs, or payment dates."

Available tokens include:

• {channelId}
• {claimStatus}
• {claimerId}
• {claimerMention}
• {claimerUsername}
• {createdById}
• {createdByMention}
• {createdByUsername}
• {reason}
• {reason1}, {reason2}, up to the number of form questions
• {ticketId}
• {ticketNumber}
• {ticketTypeKey}
• {ticketTypeName}
• {userId}
• {username}

Opening Forms

Use openForm when users should answer questions before the ticket is created.

openForm: {
  title: "Billing Ticket",
  questions: [
    {
      key: "orderNumber",
      label: "Order number",
      placeholder: "Example: INV-12345",
      style: "short",
      required: false,
      maxLength: 100
    },
    {
      key: "issue",
      label: "What is the billing issue?",
      placeholder: "Explain the problem clearly",
      style: "paragraph",
      required: true,
      minLength: 10,
      maxLength: 1000
    }
  ]
}

Discord modals can contain up to 5 text inputs. Ticket-Bot validates this limit.

Question fields:

Field	Purpose
key	Stable internal ID for the answer.
label	Label shown to the user.
placeholder	Optional placeholder text.
style	short or paragraph. Defaults to short.
required	Whether the user must answer. Defaults to true.
minLength	Optional minimum answer length.
maxLength	Optional maximum answer length.

The stored reason is a formatted list of question labels and answers. Individual answers are also available in templates as {reason1}, {reason2}, and so on.

Per-Type Close Templates

Ticket types can override the global close DM and close channel templates:

close: {
  dmMessage: "tickets/ticket-closed-dm-billing",
  channelMessage: "tickets/ticket-closed-billing"
}

See Custom Messages for template files.