Tickets overview
A full support-queue system: members open tickets by clicking a button; staff claim, assign, respond, and close them; transcripts are generated automatically; analytics show how the queue is performing. Optionally, an AI co-worker handles routine questions before a human ever sees the ticket.
Tickets → Settings.
Tickets → Analytics, the health of your support desk over time.
The three pieces
Three concepts work together:
- Panels — message templates that you post in a channel. Each panel has buttons that open ticket types.
- Types — ticket categories. Each type defines its own form fields, staff roles, channel mode, welcome message, transcript settings.
- Tickets — actual support conversations. Open, claimed, assigned, closed, optionally archived.
Where it lives
Dashboard: Tickets. Six sub-pages:
- Panels — design + deploy the buttons.
- Types — define what opening a ticket means (forms, staff, channels).
- Tickets — live list of open / claimed / closed tickets.
- Resources — canned responses + tags for staff productivity.
- Analytics — open rate, resolution time, SLA breach rate, top categories.
- Settings — global module config (defaults, transcript retention, etc.).
Channel modes
A ticket can live as either:
- Channel — a new private text channel created per ticket. Most common.
- Thread — a private thread inside a parent channel. Cheaper on Discord's channel quota; good for high-volume support.
Slash commands (in-ticket)
| Command | What it does |
|---|---|
/ptickets info | Show ticket metadata (status, claimer, opener, message count, etc.). |
/ptickets close | Close the current ticket. |
/ptickets reopen | Reopen a closed ticket. |
/ptickets claim / unclaim | Take / release ownership. |
/ptickets assign | Assign to a specific staff member. |
/ptickets priority | Set low / normal / high / urgent. |
/ptickets pin | Pin so auto-close doesn't touch it. |
/ptickets adduser | Add a non-staff user to the ticket. |
/ptickets removeuser | Remove a user previously added to the ticket. |
/ptickets note | Internal staff-only note. |
/ptickets move | Move to a different type (re-categorise). Re-applies the destination type's welcome-ping configuration. |
/ptickets rename | Pop a modal to rename the ticket channel + set a custom "subject" so the dashboard and search use your wording. |
/ptickets can <name> | Post a canned reply by name. Autocompletes from the per-guild list. |
/ptickets list | List open tickets in this server. |
/ptickets stats | Quick analytics. |
/ptickets transcript | Generate a transcript right now. |
Inside a ticket channel, staff can also fire a canned reply via ?<name> shortcode (e.g. ?welcome). Phantom deletes the trigger message and posts the rendered reply.
Welcome message variables
The welcome message posted when a ticket opens (Types → Welcome message) supports these tokens:
| Token | Becomes |
|---|---|
{server} | Your server name. |
{user} | A mention of whoever opened the ticket. |
{ticket} | The ticket number, e.g. #12. |
{date} | The date the ticket opened, e.g. 23 August 2026. |
{time} | The time the ticket opened, e.g. 20:21. |
{date} and {time} are written in your server's timezone (Settings → Timezone), falling back to UTC if you haven't set one.
Anything else in {braces} is left exactly as typed, so a misspelled token is visible in the posted message rather than silently blank.
Panel variables
The panel embed (Panels → Embed) has its own set, resolved when you publish:
| Token | Becomes |
|---|---|
{server} | Your server name. |
{membercount} | Member count, e.g. 12,480. |
{date} | The date you published the panel. |
{time} | The time you published the panel. |
A panel is one stored message rather than a per-viewer render, so these are a snapshot of your last publish — re-publish the panel to refresh them.
Permissions
tickets.view— see the dashboard pages + ticket list.tickets.edit— manage panels, types, settings; configure auto-assist.
Per-ticket-type staff_role_ids ALSO grant staff abilities — a member with one of the type's staff roles can claim/assign/close/etc. that type's tickets regardless of dashboard permissions. This is the "different staff for different ticket kinds" model.
(Discord's Manage Channels + Administrator are also accepted as legacy fallback paths.)
Limits
Free plan: 1 panel and 2 ticket types per server. Phantom Pro lifts both. If a server drops to Free with more than that already set up, nothing is deleted — you simply can't add another until you're back on Pro.
System limits, on every plan:
- 50 panels per guild
- 50 types per guild
- 5 form fields per type
- 25 buttons per panel
- 90-day transcript retention (configurable up)
- 100 tags per guild, 10 per ticket
- 100 canned responses per guild
- 5 reopens per ticket
Defaults
- Auto-close: 3 days idle → warning, another day with no reply → close. Claimed tickets and high-priority tickets are excluded by default.
- Priority: normal.
- Transcript: HTML, hosted by Phantom and accessible via a private link for staff.
Where to go next
- Set up your first panel → Panels & types
- Train your staff workflow → Staff workflow
- Add the AI co-worker → Auto-Assist