Tickets

The buttons or dropdown options your panel offers — for example General Support, Billing, or Report a player. Each type can override the category its tickets open under, add extra support roles on top of your team roles, use its own channel naming, welcome message and claiming settings, and ask up to 5 intake questions before the ticket opens. Fields left unset inherit the panel-wide value shown next to them.

Up to 5 questions a member answers in a popup before their ticket opens. Each question can be a text answer (short or paragraph), a dropdown of options you write (up to 25, with how many they can pick), a member picker, or a file upload (up to 10 files). Diski copies uploaded files into the ticket (up to 8 MB each) so they stay in its history and transcript. Answers are posted in the ticket's welcome message and shown on the ticket in your dashboard Inbox. Forms with only text questions look exactly like before; dropdowns, member pickers, uploads and help text use Discord's newer form layout.

Lets a support member take ownership of a ticket with the Claim button or /ticket claim, so the team knows who is handling it — a "Claimed by" line appears on the ticket's controls. The claimer (or a manager) can release it with Unclaim or /ticket unclaim, and managers can take over any claim. Exclusive mode lets only the claimer and your manager roles reply while other support roles can still read along. You can rename the channel on claim with a template such as {claimer}-{number} (Discord allows 2 renames per channel every 10 minutes, so a rename past that is skipped), and announce claims in the ticket. Set it for the whole panel on the Behavior tab; any ticket type can use its own settings. A claimed ticket skips the Autopilot escalation ping.

When a ticket closes, Diski DMs the member who opened it a short 1–5 star rating (and, if you like, an optional comment). Only that member can answer, only once. Results appear in Statistics — the average, the score spread, and an average per staff member, credited to whoever claimed the ticket or, if nobody did, whoever closed it (never the member who opened it) — and on each ticket in the Inbox. Turn on the Ticket Rated log event to post each rating to your log channel. Members with DMs closed simply won't get the prompt.

How members pick a topic on the panel message. Buttons shows one button per enabled type (in rows of five, up to 25); Dropdown shows a single select menu with one option per type. Dropdown is usually cleaner when you offer more than three types — it's one switch, so you can change it any time.

The roles that handle tickets. Members with any support role can see every ticket this panel opens and can close and manage them. When "mention team on open" is on, these roles are pinged inside each new ticket. Individual types can add extra roles on top of these.

A senior tier above support. Managers can do everything support can, plus force-close, reopen, or delete any ticket — including from the dashboard.

The Discord category new ticket channels are created under. Set the default in the Behavior tab; individual types can override it (an "Overridden by N types" chip appears when they do). Discord categories hold at most 50 channels — if the category is full, the ticket is still created without one and a warning is posted to your log channel.

Templates for the ticket channel's name while open and after close — for example ticket-{ticket.number} becomes #ticket-0042. Short aliases {number}, {user}, {type}, and {panel} also work here, and names are slugified to fit Discord's rules. Staff can also rename an individual open ticket with /ticket rename — that custom name overrides the template (the status prefix still applies) until the ticket closes. Note: Discord only allows 2 renames per channel per 10 minutes, so renames can lag behind.

What happens to the channel after close: Keep leaves it where it is (the default), Move sends it to a Closed category you pick, and Auto-delete removes the channel after the delay you set (the transcript is saved first, and the ticket's history stays in your dashboard Inbox). If the delete delay is shorter than your reopen window you'll see a warning — tickets could be deleted while still reopenable.

Allows a closed ticket to be reopened with everything restored — channel access, name, and category. The window sets how many hours after close a ticket stays reopenable; 0 means no time limit. Staff can always reopen within the window; the opener can too if opener-close is allowed.

Hands-off housekeeping, off by default. Inactivity: after the warn threshold with no messages, Autopilot posts a warning in the ticket; after the close threshold it closes the ticket automatically. Escalation: when a ticket has no staff reply for too long, Autopilot pings the escalation role you choose — once per ticket.

When a ticket closes (or on demand), Diski saves a full HTML transcript. It can be posted to one or more channels, DMed to the opener with a permanent link that never expires, and viewed in the dashboard Inbox. Set channels for all tickets, or give a specific ticket type its own — exactly like ticket categories. Redaction scrubs anything that looks like tokens, API keys, or passwords. If no transcript or log channel is set, the Discord post is skipped — the dashboard copy and DM link still work, and the panel shows a warning badge so you know.

Pick a log channel and choose which ticket events to record — opened, claimed, unclaimed, closed, reopened, deleted, transcript saved, and rated. Each event posts a compact embed to the log channel. Transcripts post to their own channel(s) if you set any (per panel or per ticket type); otherwise they fall back to this log channel.

Fine-grained channel permissions applied to every new ticket, for three audiences: the Ticket Opener, Support & managers (your team roles plus any type-specific roles), and Everyone. Each permission can be Allow, Deny, or Neutral (inherit). For safety, Everyone can never be allowed View Channel — Diski forces it to Deny so a misconfiguration can't expose tickets to the whole server. The bot's own access and blocked roles are applied automatically.

Per-panel guardrails. Max open tickets per member caps how many tickets one person can have open on this panel at the same time (0 = unlimited). Cooldown makes members wait between opening tickets on this panel. Both apply to this panel only — a ticket on another panel never counts against them. For blocking someone from every panel at once, add them to the server-wide blacklist (Team & Access tab → Advanced).