1) Ticket panel

• Lets admins post a ticket panel message in a chosen channel.

• Panel can be either:

  • A single Open Ticket button, or
  • A dropdown menu of reasons (up to 24 options).

• Panel embed is configurable: title, description, footer, color, image, and the open button label/style/emoji.

2) Opening tickets

• When a user opens a ticket:

  • Checks if tickets are enabled

  • Checks a blacklist role (if user has it → blocked)

  • Enforces max open tickets per user

  • Creates a private text channel under the configured category with permission overwrites so:

    • Only the ticket owner, bot, and staff roles can see it

  • Sends a “ticket created” message using a customizable template (embed + optional external text)

    • Supports placeholders: {ticketowner}, {servername}, {reason}

  • Adds a ticket controls row inside the ticket: Claim / Transcript / Close

• Ticket opening mode:

  • Instant: creates ticket immediately
  • Modal: pops a modal asking for a reason (stored on the ticket)

3) Staff permissions / roles

• Staff access is determined by:

  • Admin permission, OR
  • Having one of the configured supportRoleIds

• Certain actions are staff-only: claim, transcript, close, delete.

4) Claiming + unclaiming tickets

• Claim button:

  • Marks ticket as claimed by the staff member

  • Locks the channel so only:

    • Ticket owner
    • Claimer can view/send (it hides staff roles from the channel)

  • Optionally moves the channel to a configured “claimed tickets” category

  • Logs the claim event to the logs channel (if set)

• Unclaim command (!unclaim):

  • Only the current claimer or an admin can unclaim
  • Restores visibility for all staff roles
  • Removes the claimer overwrite
  • Moves ticket back to the Open Tickets Category (if configured)
  • Logs the unclaim event

5) Transcripts (HTML + optional website upload)

• Transcript button:

  • Fetches up to 2500 messages from the ticket channel

  • Converts messages into TicketTool-style transcript data (content, embeds, attachments)

  • Builds an HTML transcript that uses TicketTool’s transcript bundle to render

  • Creates an HTML file attachment and sends it to:

    • Transcripts channel (or logs channel fallback), and
    • DMs the ticket owner

  • If configured with env vars, it also uploads the transcript HTML to your website API:

    • “View Transcript” (link)
    • “Generate New Transcript” (regen)

• Regenerate transcript button:

  • Only staff or the ticket owner can use it
  • Downloads the HTML attachment from the old transcript message
  • Re-uploads it to your transcript website API
  • Updates the buttons with the new transcript link

6) Closing tickets

When staff closes a ticket:

• Shows a close modal (optional reason input)

• Immediately disables the ticket control buttons on the ticket’s main control message

• Builds an HTML transcript and sends it to:

  • transcripts/log channel
  • DMs the owner
  • (and uploads to website if configured)

• Marks the ticket record as closed with timestamp + reason

• Posts public embeds in the ticket channel:

  1. “Transcript” notice (where it was sent/saved)
  2. “Ticket Closed” notice (owner will be removed)

• Removes the ticket owner’s permission overwrite (they can no longer view/send)

• Optionally moves the channel to a configured “closed tickets” category

• Sends a “Delete confirmation” embed with a Delete button (staff-only)

7) Deleting tickets (channel delete)

• If staff clicks delete confirmation:

  • Bot deletes the channel

• If a ticket channel is deleted manually:

  • The bot detects the delete event
  • Marks the ticket as closed (“deleted” reason)
  • Logs the deletion
  • Sends transcript/log embed (no transcript file in this path unless it existed)
  • DMs the owner informing them it was deleted/closed

• There’s also a prune function that scans stored open tickets and closes any whose channels no longer exist.

8) Admin control panel (/tickets-system)

Admins can configure everything via buttons + modals:

• Toggle system enabled

• Set:

  • Support category (fallback)
  • Open tickets category (where new tickets are created)
  • Logs channel
  • Transcripts channel
  • Panel channel
  • Staff roles
  • Blacklist role
  • Max open tickets per user

• Edit panel embed:

  • title, description, footer, color, image URL

• Edit open button:

  • label, style, emoji

• Set ticket opening type:

  • instant vs modal + reason placeholder

• Edit “created ticket” template (embed + external text + color + footer)

• Edit ticket channel name template (supports {username}, {userid}, etc.)

• Edit ticket control button labels (and can disable transcript button by making label empty)

• Configure:

  • Move claimed tickets (enable + select category)
  • Move closed tickets (enable + select category)
  • Ticket dropdown reasons (enable/disable, add/edit/delete options)

• “Show Data” displays full current config + a preview of the panel

9) Auto-setup command

• An auto-setup flow that can:

  • Create “Open Tickets” category
  • Create a “ticket-panel” channel
  • Create a “tickets-log” category
  • Create “tickets-log” and “tickets-transcript” channels
  • Save config automatically
  • Post the default ticket panel message
  • Optionally let the user pick staff roles afterward (paged role picker)