Ticket System

Professional Discord support tickets with HTML transcripts, office hours, surveys and case tracking.

Overview

Turn Discord support into a real workflow. Members open tickets from a panel, your staff claim and resolve them in private channels, and every conversation is saved as a clean HTML transcript. Office hours, inactivity auto-close and satisfaction surveys keep the whole process professional.

How it works

Open

Members click the panel button to open a private ticket channel. You control the category, staff role and log channel.

Handle

Staff claim, discuss and resolve. Office-hours messaging and inactivity timers keep tickets moving.

Close & learn

On close, an HTML transcript is generated and an optional survey collects satisfaction feedback tied to a numbered case.

Key capabilities

One-click ticket panel

Downloadable HTML transcripts

Staff roles, claiming, claim transfer and extra participants

Configurable office hours

Inactivity auto-close

Post-ticket satisfaction surveys

Setup

1.Open the dashboard, go to the Tickets tab and enable the system.

2.Pick a panel channel, a category for the ticket channels, the staff role and a log channel.

3.Deploy the panel. Members open a ticket from its button and get a private channel.

4.Optionally set office hours, the inactivity auto-close window and the satisfaction survey.

How it works in detail

The ticket channel

Each ticket gets its own channel in the chosen category, visible to the opener and the staff role. A control card at the top carries every action: claim, close, reopen, transcript, delete, transfer and adding or removing members.

Claiming and transferring

Claiming assigns the ticket to one staff member so nobody works on it twice. Transfer hands it to another staff member — the receiver must actually be staff, and both sides of the handover are recorded in the ticket history and the log.

Extra participants

Staff can pull other members into a ticket. That grants channel access and is stored on the case itself, so the record of who had access survives the channel being deleted. Access can be revoked the same way.

The transcript

Closing produces an HTML transcript laid out like a Discord channel: ticket facts on the left, the full conversation in the middle, people and activity on the right. It renders markdown, custom and unicode emoji, resolved mentions, embeds, the bot’s own component messages, attachments and edited/deleted markers. It is responsive and has a button that prints the same design to PDF.

Settings

Log ChannelThe channel where the bot will send log messages for this feature.

Commands

/ticket-case <id>View a ticket case by its number.

/ticket-stats [user]Ticket staff performance for the last 30 days.

Good to know

Sylon needs Manage Channels to create ticket channels and adjust access.

Office hours use the timezone configured on the dashboard, not the server’s locale.

Inactivity auto-close only counts silence after the last message, and reopening resets it.

Frequently asked questions

Are transcripts saved?

Yes. Every closed ticket produces a full HTML transcript for your records.

Can I set support hours?

Yes. Office hours show an automated message outside working hours; inactivity timers auto-close stale tickets.

Is there feedback?

Optionally, a survey after each ticket captures satisfaction, viewable in ticket statistics.

Related features

Moderation Suite

Welcome & Goodbye

Activity Logging