Tickets

Tickets give members a private place to talk to your staff. A member presses a button, fills in what it's about, and gets their own channel or thread.

Post a ticket panel

A panel is the message with the Open Ticket button. Post one with:

/ticket setup channel:#support category:Tickets

Tickets open as private channels in that category, or pick type: Private thread to keep them as threads under the panel. You can change the title, text, button label and emoji. Posting a panel turns tickets on.

Need separate queues, say for support and for reports? Post another panel with a different name:. A server can have up to 10.

Choose who handles tickets

Run /settings tickets or open the dashboard's Tickets page to set:

• Support roles: who sees and handles tickets. Without any, members with Manage Channels do.
• Transcripts: the channel where a copy of each closed ticket goes.
• Blocked roles: roles that can't open tickets.

What members see

The member presses the button and fills in a subject and description. Omni opens the ticket, pings your support roles, and offers to attach a screenshot. Each member can have one open ticket per panel.

Inside the ticket, staff can Claim it so others know it's taken, and add or remove people with /ticket add and /ticket remove.

Closing and transcripts

The member or staff press Close. Omni locks the ticket, posts a transcript to your transcript channel, and DMs the member a copy with a 1–5 star rating. Staff can then reopen it or delete it for good.