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Lifecycle

How tickets open, get claimed, close, and are deleted — plus inactivity automation.

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Ticket Flow

Full lifecycle from open to delete. Zoom in if needed.

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Lifecycle Actions

When a member clicks the panel:
  • Blacklist check — if the member is blacklisted, access is denied immediately.
  • Limit check — if the member is at the per-user ticket limit, opening is blocked.
  • If topics are configured, a dropdown appears to select one.
  • If the selected topic has form fields, a modal pops up before the channel is created.
  • The channel is created in the topic’s category, or the global default category.
  • The creator and all support roles receive channel access.
  • The opening message is sent with Close and Claim controls.
  • If a ticket owner role is configured, it is assigned to the creator.
  • The ticket count increments if counting is enabled.
Staff claim a ticket via ;ticket claim or the Claim button on the opening message.
  • The claimer is recorded in the database.
  • The claim effect set on the topic determines what happens to the channel:
  • The Claim button is disabled once claimed.
  • Only the claimer or a ticket admin can unclaim.
Configure the effect with:
  • Clears the claimer record.
  • Restores full support role visibility if the effect was hide.
  • Only the current claimer or a ticket admin can unclaim.
Triggered by ;ticket close, the Close button, or an accepted close request.
  • Creator’s channel access is removed.
  • Owner role is removed from the creator if one is set.
  • Channel moves to the closed category (per-topic, then global fallback).
  • An HTML transcript is generated and uploaded.
  • Transcript link is posted to the log channel.
  • Creator receives a DM with the transcript link.
  • Reopen and Delete buttons appear on the opening message.
Close permission is configurable per topic:
Sends a confirmation prompt in the ticket. The ticket owner or any support member can Accept or Deny within 300 seconds.
  • Accept — closes the ticket via the normal close flow.
  • Deny — deletes the request message, ticket stays open.
  • If the view times out, the request is dismissed.
Staff click the Reopen button on a closed ticket’s message.
  • Creator’s channel access is restored.
  • Owner role is reassigned if configured.
  • Channel moves back to the open category.
  • Control buttons (Close, Claim) are restored on the opening message.
Staff click the Delete button on a closed ticket’s message.
  • Ticket is marked deleted in the database.
  • Action is logged to the log channel.
  • Channel is deleted after a 3-second delay.
Delete permission is configurable per topic alongside close permission:

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Automation

Set configuration automation at the topic level to keep channels clean.
If configured on the topic:
  • The system tracks the creator’s last message.
  • If they go quiet long enough, it sends the inactivity reminder.
  • If they reply again, the timer resets.
If configured on the topic:
  • The system tracks the same creator activity window.
  • If the creator stays inactive long enough, the ticket closes automatically.
  • The auto-close message is sent when that timer triggers.
The system checks every 5 minutes. Set to 0 to disable. Run without arguments to view the current setting. The auto-close uses the same close flow — transcript is generated and the log channel is notified.
If configured on the topic:
  • Once a ticket is closed, a delete timer starts.
  • The auto-delete message is sent when that timer starts.
  • Reopening the ticket clears that timer.
  • Deleting the ticket manually clears that timer too.
  • When the timer expires, the closed ticket channel is deleted automatically.
If Close On Leave is enabled on the topic:
  • Any still-open ticket from that topic closes automatically when the ticket creator leaves the server.
  • It uses the normal close flow instead of a special one-off shutdown path.
  • Close category moves, close rename templates, close messages, and close DMs still behave normally.
  • The recorded close reason becomes "Ticket creator left the server."

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Transcripts

Transcripts are HTML exports of the full ticket conversation.
  • Generated automatically on every close.
  • Uploaded to the transcript CDN and linked in the log channel embed.
  • The creator receives a DM with a direct link to view the transcript.
  • Refreshed if the same ticket is closed again after a reopen.
Configure the log channel: