How to set up a Discord ticket system for support

A ticket system gives every member a private channel with your staff, so support requests do not get lost in a busy public channel. Here is how to plan and set one up well.

Decide what people will open tickets for

Start with two or three categories, not ten. Common ones are general support, reports about other members, and partnership or business enquiries. Each category can have different staff who can see it.

Plan who sees what

• Give each category its own staff roles so reports are only visible to the people who handle them.
• Keep sensitive categories, such as reports about staff, restricted to senior roles.
• Make sure the bot can create channels in the category you choose.

Set it up in Korzax

1. Open Tickets in the dashboard.
2. Choose the channel where the ticket panel will be posted and the category where new tickets are created.
3. Add your categories. Give each a name, an emoji and its staff roles.
4. Optionally choose an archive category for closed tickets and a channel for transcripts.
5. Save, then post the panel.

The full walkthrough is in the tickets documentation.

Write a panel message people actually read

Say what tickets are for, how fast people can expect an answer, and what to include in the first message. A line such as "Tell us what you tried and what happened" saves a lot of back and forth.

Keep the queue healthy

• Close tickets when the question is answered, so the list stays meaningful.
• Use archived tickets and transcripts to spot repeated questions, then answer those in your rules or FAQ.
• Review staff roles now and then and remove people who have left the team.

Pair tickets with a clear entry process. New members who pass verification and read a good welcome message tend to ask better questions.