Migrating from TicketTool to Ticketon

Welcome! This guide walks you through everything you need to know to move your Discord support setup from TicketTool to Ticketon — as smoothly as possible.

Before You Start

1. Export your TicketTool config — Go to your TicketTool dashboard → Server Configs → scroll to the bottom → Config Backup & Restore → click Backup and save your key. This is a safety net in case you need to reference your old settings.
2. Save important transcripts — TicketTool stores transcripts as .html files on Discord. Download any you want to keep before migrating, as they won’t transfer.
3. Invite Ticketon to your server
4. Don’t remove TicketTool yet — Keep both bots running side by side until you’ve fully configured Ticketon and verified everything works.

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Concept Mapping: TicketTool → Ticketon

The two bots use different terminology for similar things. Here’s the quick translation table:

TicketTool	Ticketon	Notes
Panel	(Ticket) Category	The core unit of your ticketing setup
Panel Configs	(Ticket) Category Configuration	Where you set up each ticket type
Buttons / Dropdowns on a panel	Buttons / Select Menus on a category	Same idea, similar Discord components
Form Options	Forms	Forms are now managed separately and linked to categories so they can be reused
Storage Category	Overflow Category	For handling Discord’s 50-channel-per-category limit
Closed Category	Closed Category Channel	Same concept
Transcript Channel	Transcript Channel	Same concept, more privacy control in Ticketon
Blacklisted Roles	(Global) Blacklist	Ticketon blacklists are user-based and global, not role-based
Support Team Roles	Staff Roles	Assigned per category in Ticketon
Admin Roles (dashboard access)	Manager Roles	Cross-category management roles
Premium Bot	Unlimited Plan / Not fully added	Currently, there is only one bot, which can be customized with the Unlimited Plan. It is planned to add full Whitelabel bots.
$prefix commands	/slash commands	Ticketon is slash-command only, no prefix commands
Embeds	Components V2	Ticketon uses the new Discord Components system for all messages, no “legacy” embeds — Read More
-	Custom Messages	Custom Message can be used for anything - Panels, Starter Messages, “Snippets”, etc.

Caution

In the docs and dashboard, Ticket Categories are often just called “Categories” for short. If a Category Channel in a Discord Server is meant, it will be referred to as Category Channel or Parent Channel.

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Step-by-Step Migration

Step 1 — Recreate Your Categories (formerly: Panels)

In TicketTool, your ticketing types lived in Panels. In Ticketon, they are called Ticket Categories.

1. Go to the Ticketon Dashboard and select your server.
2. Navigate to Categories in the sidebar.
3. Create a category for each Panel you had in TicketTool. Configure:
   • Name, description (emoji) (same as your panel names/labels; the emojis are only used when transferring a ticket to another category and to display it for the person selecting the new category, might be removed in the future)
   • Channel vs. Thread — Ticketon lets you use Discord threads as tickets; choose whichever fits your workflow (On high traffic servers, threads can help avoid hitting channel limits - the Thread limit for a whole Discord server is 1000 open threads, while the channel limit is 50 channels per category)
   • Open category channel (where new tickets go) → matches your TicketTool ticket category
   • Closed category channel (optional) → matches your TicketTool closed category
   • Overflow category channels → matches TicketTool’s Storage Categories
   • Staff roles → assign the same roles your TicketTool Support Team has - only those roles will be able to see and manage tickets of this category
   • Per-user ticket limit → same as TicketTool’s max open tickets setting

Tip

Ticketon supports up to 3 categories on the free plan, and unlimited on the Unlimited plan. If you had more than 3 panels in TicketTool, you’ll need to upgrade (Currently it’s free still — but not for long).

Step 2 — Migrate Your Forms

TicketTool’s Form Options were configured inline per panel. In Ticketon, Forms are standalone objects you create once and then link to one or more categories — much more reusable.

1. Go to Forms in the dashboard.
2. Create a form for each set of questions you had in TicketTool.
3. Ticketon supports richer field types than TicketTool:
   • Text Input (single-line or multi-line) → same as before
   • Text Display (non-interactive info text) → new
   • Normal Select Menu (dropdown with up to 25 options) → new
   • User / Role / Channel / Mentionable Select Menus → new
   • File Upload (users can upload files as part of their form submission) → new
   • Checkbox (yes/no) → new
   • Checkbox Group (multiple yes/no options) → new
   • Radio Button Groups (select one from multiple options) → new
4. Once created, go back to each Category and link the appropriate form.

Free plan: up to 3 forms. Unlimited: up to 100.

Step 3 — Set Up Your Panel Messages

In TicketTool, the message shown in your ticket panel channel was configured per panel. In Ticketon, these are Custom Messages (type: Panel Message).

1. Go to Custom Messages in the dashboard.
2. Create a Panel Message for each category.
3. Ticketon uses Discord Components V2 for message layout — this replaces legacy embeds. You can build rich layouts with Containers, Sections, Media Galleries, and interactive buttons.
4. Assign the message to the appropriate category.

Caution

Discord does not support mixing Components V2 with legacy embeds, by design. You’ll need to rebuild them using the Components V2 system. Read more about building messages with Components V2 in our Components V2 Guide.

Step 4 — Set Up Starter Messages

The Starter Message is the first message posted inside a newly opened ticket.

1. In Custom Messages, create a Starter Message for each category.
2. You can use variables just like TicketTool’s {count}, {user} etc. Ticketon’s equivalents:

TicketTool Variable	Ticketon Variable
{user}	{usermention}
{username}	{username}
{count}	{ticketindex}
{panel}	{categoryname}
{serverName}	{servername}
Form answers	{your-form-field-id}

3. Link each Starter Message to its category.

Forms with Custom Starter Messages

Custom Starter Messages do not automatically include form answers like TicketTool does. This is because Components V2 messages are highly customizable - and it’s up to you where and how to display form answers.

Example:
You got a form with a “Describe your issue” question (field custom ID: issue-description). In your Starter Message, you can display the user’s answer with a Text Display component and the variable {issue-description}.

For String Select Menus, you will receive all selected Values as a comma-separated list in the variable. So if someone selects the option with the Label “Billing” and the value "billing", then {your-field-id} will be "billing".

Step 5 — Configure Transcripts

In TicketTool, transcripts were .html files usually with base-64 encoded dataa, sent to a designated channel (or stored Google Drive). In Ticketon, transcripts are handled natively with a highly efficient data structure which is also compressed, so more stuff can be embedded — and with more privacy control.

1. Go to the Category settings → set your preferred Transcript Privacy Mode:
   • Private — transcript sent to staff-only channel
   • Public — transcript also sent to the user who opened the ticket
2. In each Category, configure the Notification Channel (where transcripts are posted).

Caution

Ticketon does not currently offer Google Drive export. Something similar will be added in the future.

Step 6 — Configure Your Blacklist

TicketTool had a Blacklisted Roles system — any user with a certain role couldn’t open tickets. Ticketon’s blacklist works similar: You can configure

• To restrict ticket access by role, use the Role-based Access setting in each Category (whitelist or blacklist mode).
• To block specific users, use /blacklist add @user or the Blacklist section in the dashboard.

Step 7 — Learn the New Commands

TicketTool used $prefix commands. Ticketon is slash-command only. Here’s the command mapping:

TicketTool Command	Ticketon Command
$close	/ticket close
$delete	/ticket delete
$reopen	/ticket reopen
$transcript	Transcripts are generated automatically on close
$add @user	/ticket add @user
$remove @user	/ticket remove @user
$claim	/ticket claim
$unclaim	/ticket unclaim
$escalate	/ticket transfer
$new / create ticket	/create-ticket
$panel [id]	Configure and send panels via the dashboard - Or use /message to send a custom message

Caution

Staff need the Moderate Members Discord permission to use most /ticket commands. Adjust your role permissions and/or command permissions accordingly.

Step 8 — Send Your New Panels

Once all categories and messages are set up:

1. In the Ticketon dashboard, go to the Category you want to post.
2. Set the Panel Channel (the channel where users click to open a ticket).
3. Click Send Panel to post it.

You can now either remove the old TicketTool panel messages manually (delete them in Discord) or wait until you’re confident the new setup is working.

Note

If you wanna test the new setup — a second account or a friend with no special permissions is recommended, because some things might get a bit wonky if you are a ticket author AND have elevated permissions.

I’m aware of that and working on a better experience for users with higher permissions.

New Things with Ticketon (That TicketTool Doesn’t Have)

These features have no equivalent in TicketTool:

Feature	Description
Analytics *	Full dashboard with ticket volume, response times, staff performance, satisfaction ratings
Audit Log	30-day log of all config changes (category edits, form edits, message edits, etc.)
Support Schedule *	Configure available hours; users are notified of the next available time when out of office
Feedback Collection	Post-ticket 1-5 star surveys with optional comments (Currently a bit unstable tho)
Custom Branding *	Custom bot avatar, banner, and bio per server
Localization	Bot messages in English or German (server-wide), plus per-user Discord language support

* Only in the Unlimited Plan or partially available in the free plan (with some limitations).

Common Gotchas

“Staff can’t use ticket commands” Ensure staff have the Moderate Members permission in Discord, or adjust command permissions via Discord’s Integrations → Ticketon settings in your server.

If you got more issues, please open a post in the Ticketon Support Server with details about your problem and we’ll help you out.

After Migration

Once everything is verified:

1. Delete or archive your old TicketTool panel messages in Discord.
2. Remove TicketTool from your server (Server Settings → Integrations, or kick the bot).
3. Check out the Ticketon Changelog to stay up to date with new features.

Need help? Join the Ticketon Support Server.

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Guide accurate as of April 2026.