Contents
Ticket System
The Levlix ticket system provides a structured, thread-based support workflow directly inside Discord. Every ticket is a private thread where members can communicate with staff. Tickets are numbered, categorized, prioritized, and logged, giving your team complete control over support operations.
Quick Start
- Run
/setup, open Moderation and then Tickets, switch on Ticket system and pick the Channel for ticket threads. - Add your Staff roles on the same page.
- Press Panels and categories, then Send a ticket panel to post a button panel in a channel such as
#support. - Members click the button or use
/ticket createto open a ticket.
Setup and Configuration
Configuration is done in /setup under Moderation and then Tickets, or on the web dashboard (see Web Dashboard Management). /setup requires the Manage Server permission.
Enabling the System
Switch on Ticket system on the Tickets page in /setup and pick the Channel for ticket threads. This activates the ticket system and sets the parent channel where ticket threads will be created. Switch Ticket system off again to disable it.
Staff Roles
Staff roles grant access to ticket management commands. Members with Manage Messages permission or the Administrator permission are automatically considered staff, but you can add additional roles under Staff roles on the Tickets page in /setup. Remove a role from the same list to take its access away.
View Current Configuration
The Tickets page in /setup shows the full configuration including status, ticket channel, staff roles, ping settings, auto-ticket settings, max open tickets, transcript channel, and current ticket statistics.
Configuration Options
All options live on the Tickets page in /setup (Moderation → Tickets):
Setting in /setup |
Description |
|---|---|
| Ticket system | Turn the ticket system on or off |
| Channel for ticket threads | Parent channel where ticket threads are created |
| Staff roles | Add or remove staff roles |
| Ping staff on new tickets | Ping staff when a new ticket is created |
| Open tickets per member | Maximum open tickets per user (0 = unlimited, default: 3) |
| Transcript channel | Channel where closed ticket transcripts are posted |
| Open a ticket for new moderation cases | Automatically create a ticket when a moderation case is opened |
| Auto-close after (hours, 0 = never) | Close inactive tickets automatically |
| Night mode | Show a custom message during off-hours |
Ticket Panels
Panels are persistent cards with a Create Ticket button that members can click at any time. They survive bot restarts and remain functional indefinitely. Each panel is written in the server language and has an In my language button, which shows the panel in your own language, visible only to you.
Deploying a Panel
Open /setup → Moderation → Tickets and press Panels and categories. Send a ticket panel asks for the channel and an optional title and description, for example "Need Help?" and "Click the button below to open a support ticket."
The panel is sent with a green Create Ticket button.
Managing Panels
The Panels and categories screen lists all deployed panels with their IDs, channels, and categories. Remove a panel removes a panel by ID and deletes the associated Discord message.
You can deploy multiple panels in different channels for different purposes, such as one in
#general-supportand another in#ban-appeals.
Ticket Categories
Categories let you organize tickets by topic and route them to the appropriate staff. When categories exist, members choose a category before describing their issue.
Creating a Category
On the Panels and categories screen in /setup, press Add a category. For example, a category named "Bug Report" with the welcome message "Thank you for reporting a bug. Please describe the steps to reproduce the issue."
| Field | Required | Description |
|---|---|---|
| Category name | Yes | Category name shown to users |
| Emoji | No | Emoji displayed on the category button |
| Description for members | No | Short description shown in the selection menu |
| Welcome message in the ticket | No | Custom message sent when a ticket of this category is created |
Listing Categories
The Panels and categories screen lists all categories.
Removing a Category
Press Remove a category on the same screen and pick the category.
Example setup:
| Category | Emoji | Welcome Message |
|---|---|---|
| General Support | 💬 | "We'll respond as soon as possible." |
| Bug Report | 🐛 | "Please include steps to reproduce." |
| Appeal | ⚖️ | "Include your case number if available." |
| Partnership | 🤝 | "Tell us about your community." |
User Commands
These commands are available to all server members.
Creating a Ticket
/ticket create
Opens a modal where the user enters a subject and description. If categories are configured, the user selects a category first. Optionally, up to 5 file attachments can be included.
Restrictions: - The user must not be blacklisted. - The user must not exceed the maximum open tickets limit.
The Ticket Card
Every new ticket starts with one card in the thread. It shows the ticket number, the details (opener, status, priority, category, subject and a linked moderation case), the description, the Close Ticket and Claim buttons, the welcome message of the category and, during night mode, the night mode notice. Files uploaded with the ticket appear on the same card, images as a gallery. The card has an In my language button that shows it in your own language, visible only to you.
Closing a Ticket
/ticket close reason: "Issue resolved"
Can be used by the ticket opener or any staff member. The reason parameter is optional. When closed, the thread is archived and a transcript may be posted to the configured transcript channel. The member receives a DM with five rating buttons from 1 to 5 (1 = poor, 5 = excellent).
Staff Commands
These commands require the Manage Messages permission, Administrator permission, or a configured staff role.
Viewing Open Tickets
/ticket list
/ticket list user: @Username
Shows all open tickets, optionally filtered by user. Displays ticket number, subject, opener, claimed staff, and creation time.
Adding or Removing Users
/ticket add user: @Helper
/ticket remove user: @Helper
Adds or removes a member from the ticket thread. Useful for bringing in additional staff or removing users who are no longer needed.
Reopening a Ticket
/ticket reopen
Reopens a closed ticket. Must be used inside the ticket thread.
Setting Priority
/ticket priority priority: High
| Priority | Use Case |
|---|---|
| Low | General questions, non-urgent requests |
| Normal | Standard support requests (default) |
| High | Issues affecting multiple users or requiring prompt attention |
| Urgent | Critical issues requiring immediate staff response |
Blacklisting Users
/ticket blacklist user: @Troll action: Block reason: "Abusing ticket system"
/ticket blacklist user: @Troll action: Unblock
Blocked users cannot create new tickets. The reason is logged for staff reference.
Snippets
Snippets are pre-written response templates that staff can send inside ticket threads. They save time on frequently asked questions and ensure consistent answers.
Creating a Snippet
/ticket snippet add name: "refund-policy" content: "Our refund policy allows returns within 14 days of purchase. Please provide your order number."
Sending a Snippet
/ticket snippet send name: "refund-policy"
The snippet content is sent as a regular message in the ticket thread, attributed to the staff member.
Managing Snippets
/ticket snippet list
/ticket snippet delete name: "refund-policy"
SLA Status Indicator
Deployed ticket panels automatically display a live status indicator showing current response times:
| Indicator | Meaning |
|---|---|
| Green | Fast responses, under 15 minutes |
| Yellow | Moderate traffic, 15-60 minute wait |
| Red | High volume, over 1 hour wait |
| Night Mode | Staff offline, custom message displayed |
The indicator updates every 10 minutes based on actual response data from the last 14 days.
Moderation Integration
When Open a ticket for new moderation cases is enabled, creating a moderation case (warn, timeout, kick, or ban) automatically opens a ticket linked to that case. The affected member is added to the thread, giving them a private channel to discuss the action or file an appeal.
This creates a documented appeals process with full transcripts and accountability.
Web Dashboard Management
Log into your Levlix Dashboard, select your server and open Engagement → Tickets in the sidebar to manage tickets visually:
- Ticket Queue: View all open and closed tickets with search and filtering
- Close Ticket: Resolve tickets directly from the browser
- Statistics: Track open count, today's tickets, 30-day averages for response time, resolution time, and satisfaction ratings
- Staff Performance: The dashboard's ticket page lists every team member with claimed, answered and closed tickets, their share of all tickets, average response time and average rating, for the last 30 days or all time
- Ticket Settings: Configure all options without commands
- Categories: Create and manage categories
- Ticket Panels: Deploy and remove ticket panels
- Snippets: Create, edit and delete the snippets staff send with
/ticket snippet send - Blocked members: Block a member from opening tickets, with an optional reason, or unblock them
Admin Configuration Reference
Where in /setup (Moderation → Tickets) |
Description |
|---|---|
| Ticket system, Channel for ticket threads | Enable or disable tickets and set the thread parent channel |
| Staff roles | Add or remove a staff role |
| Transcript channel | Set the transcript logging channel |
| Ping staff on new tickets | Toggle staff pings on new tickets |
| Open tickets per member | Set max open tickets per user (0 = unlimited, default: 3) |
| Open a ticket for new moderation cases | Auto-create tickets when mod cases are created |
| Panels and categories → Send a ticket panel | Deploy a ticket creation panel |
| Panels and categories → Remove a panel | Remove a deployed panel |
| Panels and categories → Add a category | Create a ticket category |
| Panels and categories → Remove a category | Delete a category |
Staff send and manage snippets with /ticket snippet send, /ticket snippet list, /ticket snippet add and /ticket snippet delete.
Permissions Reference
| Action | Required Permission |
|---|---|
| Create a ticket | Any member (unless blacklisted) |
| Close own ticket | Ticket opener |
| Close any ticket | Staff role, Manage Messages, or Administrator |
| View ticket list | Staff role, Manage Messages, or Administrator |
| Add/remove users | Staff role, Manage Messages, or Administrator |
| Reopen a ticket | Staff role, Manage Messages, or Administrator |
| Set priority | Staff role, Manage Messages, or Administrator |
| Blacklist users | Staff role, Manage Messages, or Administrator |
| Manage snippets | Staff role, Manage Messages, or Administrator |
Configure system (/setup) |
Manage Server |
Important Notes
- Ticket threads are private. Only the opener, staff, and explicitly added users can see the thread.
- Panels are persistent. They survive bot restarts and continue functioning.
- Auto-close silently closes tickets that have been inactive for the configured duration. Staff and the opener are notified in the thread before closure.
- Transcripts are optional. Configure a transcript channel to enable them. Transcripts include the full conversation history.
- Night mode can be enabled to display a custom message during off-hours, informing users that responses may be delayed.
- Feedback is collected after ticket closure. Members can rate their support experience, and staff can review ratings for quality assurance.