Feature List

This page provides a comprehensive overview of all features available in Ticketon, organized by category.

Core Ticketing Features

Ticket Management

• Create Tickets: Users can create support tickets via buttons, select menus, or the /create-ticket command
• Ticket Categories: Organize tickets into customizable categories (3 on Free, unlimited on Unlimited plan)
• Thread-based Tickets: Option to use Discord threads instead of channels for tickets
• Ticket Naming: Customizable naming templates with placeholders ({username}, {index}, {category})
• Open Tickets Per User: Limit how many tickets a user can have open simultaneously (0-10)
• Ticket Claiming: Staff can claim tickets to manage ownership
• Ticket Transfer: Move tickets between categories
• Add/Remove Users: Add up to 5 users or remove users from tickets
• Close Requests: Staff can create close requests asking users if their issues are resolved
• Ticket Reopening: Reopen closed tickets
• Ticket Deletion: Delete closed tickets
• Bulk Operations:
  • Close all open tickets at once
  • Delete all closed tickets at once
• Auto Threads: Automatically create private staff threads in new tickets
• Close Behavior: Configure whether tickets are closed or deleted when resolved

User Management

• Blacklist System:
  • Add users to blacklist to prevent ticket creation
  • Remove users from blacklist
  • Check if a user is blacklisted
• Open Tickets for Others: Staff can open tickets on behalf of other users with custom starter messages

Permissions & Roles

• Staff Roles: Assign specific roles that can manage tickets in each category
• Manager Roles: Roles that can manage unclaimed tickets
• Manager Bypass: Allow managers to bypass claim restrictions
• Role-based Access:
  • Whitelist mode: Only specified roles can create tickets
  • Blacklist mode: Specified roles cannot create tickets

Commands

User Commands

• /help - Get list of all available commands
• /create-ticket - Create a new ticket without using buttons/menus
• /premium - Check premium status of the server
• /docs - Search documentation using integrated search

Staff Commands (Moderate Members permission)

• /ticket list - List all open tickets
• /ticket claim - Claim a ticket
• /ticket unclaim - Unclaim a ticket
• /ticket add - Add users to a ticket
• /ticket remove - Remove users from a ticket
• /ticket transfer - Transfer ticket to different category
• /ticket close-request create - Create a close request
• /ticket close-request revoke - Revoke a close request
• /ticket close - Close a ticket
• /ticket reopen - Reopen a closed ticket
• /ticket delete - Delete a ticket
• /ticket close-all - Close all open tickets in server
• /ticket delete-all - Delete all closed tickets in server
• /open-ticket-for - Open a ticket for another user
• /blacklist add - Add user to blacklist
• /blacklist remove - Remove user from blacklist
• /blacklist check - Check if user is blacklisted

Management Commands

• /message - Send custom message to a channel (Manage Messages permission)
• /setup - Get link to setup guide (Manage Server permission)
• /config - Configure bot settings (Manage Server permission)

Dashboard Features

Category Configuration

• Name, description, and emoji customization
• Active/inactive status toggle
• Form association for data collection
• Role configuration (whitelist/blacklist modes)
• Thread vs. channel selection
• Notification channel setup (for threads)
• Starter message configuration
• Open/closed/overflow category channels
• Staff role assignments
• Per-user ticket limits

Forms System

• Form Creation: Create custom forms (3 on Free, unlimited on Unlimited plan)
• Form Fields: Up to 5 components per form
• Field Types:
  • Text Display (non-interactive information)
  • Text Input (single-line or multi-line)
  • String Select Menu (dropdown options, 1-25 options)
  • User Select Menu
  • Role Select Menu
  • Channel Select Menu
  • Mentionable Select Menu
• Field Configuration:
  • Custom IDs for variable reference
  • Labels, descriptions, placeholders
  • Required/optional settings
  • Min/max length for text inputs
  • Min/max values for select menus
  • Default values for text inputs

Custom Messages

• Message Types:
  • Panel Messages (for ticket creation)
  • Starter Messages (initial ticket message)
  • Snippets (reusable templates)
• Components V2: Rich, interactive messages using Discord’s latest message components
• Layout Components:
  • Action Rows (up to 5 buttons or 1 select menu)
  • Sections (text with accessories)
  • Containers (embed-like grouping with colored accents)
  • Separators (spacing and dividers)
• Content Components:
  • Text Display (Markdown-formatted)
  • Media Gallery (1-10 images)
  • Thumbnails
• Interactive Components:
  • Link Buttons
  • Create Ticket Buttons
  • Close Ticket Buttons
  • Reopen Ticket Buttons
  • Delete Ticket Buttons
  • Category Selection Menus
• Message Variables: Dynamic content insertion using placeholders
  • Common: {usermention}, {username}, {userid}, {servername}, {serverid}, {servericonurl}
  • Ticket-specific: {ticketid}, {ticketindex}, {categoryname}
  • Form field values: {custom-id} from form inputs
• Message Sharing:
  • Share messages with others via unique URLs
  • Password protection for shared messages
  • Import shared messages from community
  • Preview shared messages in read-only mode
• Message Limits: Up to 9 messages on Free, unlimited on Unlimited plan (max 200)

Analytics

Note

Some analytics features require the Unlimited plan.

Core Metrics (Free & Unlimited)

• Total, open, closed, and deleted ticket counts
• Average response time
• Average resolution time
• Resolution rate

Ticket Volume (Free & Unlimited)

• Daily ticket volume by status
• Visual trend charts
• Weekly comparisons

Category Performance (Free & Unlimited)

• Ticket count per category
• Resolution time per category
• Satisfaction rating per category

Advanced Analytics (Unlimited Only)

• Form Usage: Submission counts, most used forms, usage by category
• Response & Resolution Times: Average vs. median times, category breakdowns
• Feedback Statistics: Total feedbacks, average ratings, rating distribution, recent comments
• Schedule Performance: Active status, busiest time slots, ticket creation by slot
• User Insights: Unique users, recurring users, new users, top users, user distribution
• Staff Performance: Tickets handled, resolution times, resolution rates, satisfaction ratings

Audit Log

• Track all bot-related activities
• Logged Events:
  • Ticket creation, closing, deletion
  • Custom message creation, editing, deletion
  • Form creation, editing, deletion
  • Category creation, editing, deletion
• 30-day retention period
• Detailed action history with timestamps

Transcripts

• Automatic generation when tickets close
• Complete message history with timestamps
• Attachment preservation
• Designated channel for record-keeping
• Transcript Privacy Modes:
  • Private (staff only)
  • Public (also sent to user)
• Transcript URLs:
  • 24-hour validity
  • Unique, unguessable IDs
  • Dynamic generation
• Image Preservation (Unlimited plan):
  • Upload images to secure CDN
  • 6-month retention
  • Images up to 50 MB
  • Prevents transcript size limitations

Support Schedule (Unlimited Only)

• Configure server availability hours
• Daily schedules for each day of the week
• Up to 3 time slots per day
• UTC offset configuration
• Automatic user notification of next available time
• Day-off support (no time slots = unavailable)

Premium Management

• View premium/unlimited subscription status
• Manage subscriptions (for customers)
• Next payment/expiration dates
• Direct links to billing portal

Custom Branding (Unlimited Only)

• Bot Avatar: Custom avatar per server
• Bot Banner: Custom banner image
• Bot Bio: Custom “About Me” text

Global Server Settings

• Language: English (en) or German (de) for public bot messages
• Manager Roles: Assign roles that can manage unclaimed tickets
• Manager Bypass: Toggle whether managers can bypass claim restrictions
• Transcript Privacy Mode: Public or private transcript sharing

Additional Features

Localization

• Client Localization: Based on user’s Discord language setting (commands/components)
• Server Localization: Based on dashboard setting (public bot messages)
• Currently supports: English, German

Permission System

• Granular command permissions via Discord’s integration settings
• Role-based access control for categories
• Staff role configuration per category
• Manager role system for cross-category management

Feedback Collection (Unlimited Only)

• Post-ticket satisfaction surveys
• 1-5 star rating system
• Optional comment collection
• Analytics integration
• Category-specific feedback tracking

Automation Features (Unlimited - In Development)

• Automated ticket workflows
• Scheduled actions

Free vs. Unlimited Plan

Feature	Free Plan	Unlimited Plan
Categories	3	Unlimited (50)
Forms	3	Unlimited (100)
Messages	9	Unlimited (200)
Audit Log Retention	30 Days	30 Days
Support Schedule	❌	✅
Automation Features	❌	✅ (In Development)
Feedback Collection	❌	✅
Preserve Transcript Images	❌	✅ (In Development)
Base Analytics	✅	✅
Advanced Analytics	❌	✅
Custom Avatar	❌	✅
Custom Banner	❌	✅
Custom Bio	❌	✅

Discord Integration

Component Support

• Exclusive use of Discord Components V2
• No mixing with legacy embeds
• Modern, interactive message layouts
• Rich content presentation

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