Discord is a popular voice, video, and text chat app designed specifically for gaming communities. However, it has expanded beyond gaming and is now used by various communities and organizations. The app provides an easy way for people to communicate and collaborate in dedicated chat channels called servers.
Discord bots are AI-powered bots that can be programmed to perform various automated tasks within Discord servers. Ticket tool bots are a specific type of Discord bot that help server moderators and administrators manage support tickets on their servers.
What are Discord tickets?
Discord tickets, also sometimes referred to as support tickets, allow server members to privately message moderators to ask for help, report issues, or make suggestions. Tickets are private text channels that only specified roles like moderators can view and respond to.
Tickets provide an organized system for server members to get assistance compared to posting publicly in a busy chat channel. They also enable moderators to easily track and manage requests in one place.
What do ticket bots do?
Ticket bots are designed to automate the ticket creation and management process for Discord servers. Here are some common features:
- Allow members to generate new tickets by typing a command or reacting to a message
- Create private text channels for tickets that only authorized roles can access
- Send a welcome message when a new ticket is opened
- Allow moderators to claim, close, delete, transcript, and tag tickets
- Send confirmation messages when tickets are claimed, closed, etc.
- Log all ticket activity such as creation time, closer, tags, etc.
- Provide commands for checking ticket status and statistics
- Allow customization of ticket channels, messages, roles, etc.
In summary, ticket bots handle the technical work of setting up and managing Discord tickets so server staff can focus on helping members.
Benefits of using a ticket bot
Here are some of the key benefits of using a ticket bot on your Discord server:
Organized support system
Tickets provide an organized way for members to request help compared to posting in busy channels. All inquiries are handled in separate conversations for each member.
Improved member experience
Members can get faster, higher quality support via private 1-on-1 ticket channels with moderators.
Reduced server clutter
Keeping inquiries in separate ticket channels reduces clutter in main chat rooms.
Structured workflows
Bots enable creating structured processes for claiming, resolving, closing and tagging tickets.
Moderator efficiency
Bots automate manual tasks so moderators can focus on providing support vs administrative work.
Analytics and reporting
Ticket data can be used to identify trends, measure performance, and improve processes over time.
Customization
Most bots allow some customization of ticket channels, messages, roles, etc.
Top Discord ticket bots
Here are some of the most popular self-hosted open source ticket bots for Discord:
Tickety
Tickety is an open source Discord ticket bot coded in JavaScript with support provided through a Discord community server. Key features include:
- Simple setup with dashboard web interface
- Fully customizable ticket creation messages
- CC staff roles to all new ticket notifications
- Transcript saving and attachment
- Categorize tickets with tags
- Supports moving ticket channels
Stellate
Stellate is a TypeScript based general purpose Discord bot with a ticket system as one of its core features. Key ticket features include:
- Configure an unlimited amount of ticket types
- Roles can be whitelisted to access tickets
- Transcripts can be saved as text files
- Supports reopening and locking closed tickets
- Fully open source and customizable
Support Bot
Support Bot is a Python Discord bot focused solely on ticket management. Key features include:
- Simple setup with no external database needed
- Anonymous ticket creation
- Configurable custom ticket questions
- Optional ticket deletion after closing
- Editable ticket categories and types
Key considerations when choosing a ticket bot
When evaluating Discord ticket bots, here are some key factors to consider:
Features
Consider which features are essential to your use case vs nice to have. Prioritize bots that meet your core requirements.
Customization
Look for bots that allow customizing options like messages, channels, roles, etc. This allows tailoring the experience.
Support
Check if the bot developer offers installation support and help with ongoing maintenance through Discord, forums, etc.
Security
Self-hosting open source bots provides more control and security compared to external hosted services.
Developer activity
For open source bots, ensure the developer is still actively maintaining and updating the bot.
Pricing
Hosting bots yourself is free but may require technical skills. Paid hosted services are available if you need a turnkey experience.
Server size
Consider current and projected server member counts. Verify the bot can comfortably scale.
How to set up and configure a ticket bot
The exact steps to set up a ticket bot vary depending on the specific bot. However, here is a general outline of the process:
1. Install bot
Follow the bot’s installation guide to add it to your Discord server. This usually requires granting the bot a specific permission scope and adding it to your server.
2. Configuration
Refer to the bot’s documentation to configure options like ticket category names, support role permissions, custom messages, etc. Many bots provide a web-based dashboard for configuration.
3. Set up ticket creation process
Define the triggers for opening new tickets such as reactions, commands, buttons, etc. Set which message(s) users will interact with to start tickets.
4. Customize ticket roles
Configure which moderator roles can view, manage, and respond to tickets. Optional support roles can also be defined.
5. Test ticket workflow
Verify the full ticket lifecycle works as expected, from creation to closing. Refine configurations as needed.
6. Promote ticket system
Announce the new ticketing system to your members so they know how to get support.
7. Refine over time
Use ticket analytics to identify areas for improvement. Regularly review configurations against evolving needs.
Best practices for managing Discord tickets
Here are some tips for effectively managing tickets on your Discord server once you have a bot set up:
Provide public guidelines
Let members know when and how to properly use tickets vs regular chat channels to minimize confusion.
Set expectations for response time
Clearly communicate expected response times to questions posted via tickets so members have reasonable expectations.
Require necessary details upfront
Configure custom ticket forms to collect key details like user ID, issue description, screenshots etc during ticket creation.
Designate limited support roles
Assigning too many users to support roles can cause confusion and inconsistent handling. Start small.
Monitor ticket status actively
Stay on top of open tickets and remind staff to claim any unclaimed ones to prevent delays.
Set internal escalation processes
Define when and how to escalate complex or unresolved tickets to higher tiers of support.
Save and analyze ticket history
Use ticket data to identify FAQs, problematic areas and ways to improve.
Solicit user feedback
Periodically survey a sample of users on their ticketing experience to identify areas for improvement.
Conclusion
Discord ticket bots provide a robust way to manage support inquiries on busy servers. Core benefits include improving member support, reducing channel clutter, structuring workflows and providing analytics for continual optimization.
When selecting a ticket bot, key factors to evaluate include features, customization, support, security, scalability and pricing. Bot setup involves steps like installation, configuration, defining the ticket process and testing. With an effective ticketing system in place, servers can provide more organized and responsive support at scale.
