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Overview

Fire’s ticket system allows members to create private support channels to get help from staff. Each ticket is a private channel where the member and staff can communicate.
All ticket commands require Manage Server permission to configure.

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Initial Setup

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Enable Tickets

Enable the ticket system for your server. Command: /ticket-enable
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category
Category Channel
required
The category where ticket channels will be created
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channel
Text Channel
required
The channel where members can create tickets (ticket panel will be posted here)
Example: 
/ticket-enable category:Support Tickets channel:#create-ticket
What happens:
  1. Fire posts a ticket creation panel in the specified channel
  2. Members can click a button to create a ticket
  3. New ticket channels are created in the specified category
  4. Each ticket is private between the member and staff
Required Bot Permissions:
  • Manage Channels (to create ticket channels)
  • Send Messages
  • Embed Links

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Configuration

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Toggle Tickets

Enable or disable the ticket system without removing configuration. Command: /ticket-toggle Toggles the ticket system on/off. When disabled:
  • Members can’t create new tickets
  • Existing tickets remain active
  • Configuration is preserved

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Set Ticket Limit

Limit how many open tickets each member can have. Command: /ticket-limit
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limit
Number
required
Maximum tickets per member (1-5)
Example: 
/ticket-limit limit:2
Default: 1 ticket per member
Prevents members from creating too many tickets at once. Staff can override this limit if needed.

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Ticket Name Format

Customize the naming format for ticket channels. Command: /ticket-name
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format
String
Name format for ticket channels. Use variables:
  • {username} - Member’s username
  • {id} - Ticket ID number
  • {count} - Sequential ticket count
Example: 
/ticket-name format:ticket-{username}
/ticket-name format:support-{id}
Default: ticket-{id} Leave empty to view the current format.

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Ticket Description

Set the description shown in the ticket creation panel. Command: /ticket-description
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description
String
Description text (up to 2048 characters)
Example: 
/ticket-description description:Click the button below to create a support ticket. Our staff will help you soon!
Leave empty to reset to default description.

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Alert Role

Set a role to be pinged when new tickets are created. Command: /ticket-alert
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role
Role
Role to mention in new tickets
Example: 
/ticket-alert role:@Support Team
Benefits:
  • Staff get notified immediately
  • Faster response times
  • Ensures tickets aren’t missed
Leave empty to disable alerts.
Make sure the alert role is mentionable, or Fire won’t be able to ping it.

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Invitable Tickets

Allow ticket creators to invite other members to their tickets. Command: /ticket-invitable Toggles whether members can invite others to their ticket channels. When enabled:
  • Members see an “Invite Member” button in their ticket
  • They can add friends or relevant members
  • Useful for group issues
When disabled:
  • Only staff can add members to tickets
  • More private and controlled

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Using Tickets (Member Perspective)

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Creating a Ticket

  1. Go to the ticket creation channel
  2. Click the “Create Ticket” button
  3. A private channel is created for you
  4. Explain your issue in the ticket
  5. Wait for staff to respond

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In the Ticket

Members can:
  • Send messages to staff
  • Upload files and images
  • Invite others (if enabled)
  • Close the ticket when resolved

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Managing Tickets (Staff Perspective)

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New Ticket

Create a ticket on behalf of a member. Command: /ticket-new
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member
Member
required
Member to create a ticket for
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reason
String
Initial ticket reason/topic
Example: 
/ticket-new member:@User reason:Account issue

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Add Member

Add a member to an existing ticket. Command: /ticket-add
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member
Member
required
Member to add to the ticket
Example: 
/ticket-add member:@Helper
Use this command inside a ticket channel.

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Remove Member

Remove a member from a ticket. Command: /ticket-remove
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member
Member
required
Member to remove from the ticket
Example: 
/ticket-remove member:@User
You cannot remove the ticket creator. To remove them, close the ticket instead.

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Close Ticket

Close and archive a ticket. Command: /ticket-close
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reason
String
Reason for closing (shown in logs)
Example: 
/ticket-close reason:Issue resolved
What happens:
  1. Ticket channel is deleted
  2. Transcript is saved (if configured)
  3. Logged in mod logs
  4. Member is notified (optional)

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List Tickets

View all open tickets. Command: /ticket-list Displays:
  • All open tickets
  • Ticket creator
  • Creation date
  • Staff assigned (if any)
Example: 
/ticket-list

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Ticket Help

View ticket system help and commands. Command: /ticket-help Shows:
  • Available ticket commands
  • Current configuration
  • Usage instructions

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Advanced Features

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Ticket Transcripts

Fire can automatically save ticket transcripts when closed. Setup:
  1. Configure logging with /logging-configure type:action
  2. Transcripts are sent to the action log channel
  3. Includes full message history
Transcript contents:
  • All messages in the ticket
  • Timestamps
  • Member joins/leaves
  • Attachments (links)

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Multiple Ticket Categories

Create different ticket types for different purposes: Example Setup: 
# General Support
/ticket-enable category:General Support channel:#support

# Report Users
/ticket-enable category:Reports channel:#report

# Appeals
/ticket-enable category:Appeals channel:#appeals
Currently, Fire supports one ticket system per server. Use different bots or manual channels for multiple categories.

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Best Practices

Use /ticket-description to explain:
  • What tickets are for
  • Expected response time
  • What information to include
  • Alternative support options
Use /ticket-alert to ping a support role, not @everyone. Create a dedicated support team role.
Set /ticket-limit to 1-2 to prevent spam, but allow reopening if needed.
Regularly review /ticket-list and close tickets that are inactive or resolved.
Enable action logging to keep records of all tickets for reference and accountability.

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Example Configuration

Here’s a complete ticket system setup: 
# 1. Enable ticket system
/ticket-enable category:Support Tickets channel:#create-ticket

# 2. Customize settings
/ticket-name format:ticket-{username}
/ticket-description description:Need help? Click below to open a support ticket!
/ticket-limit limit:2

# 3. Set up alerts
/ticket-alert role:@Support Team

# 4. Configure permissions
/ticket-invitable

# 5. Test it!
# Go to #create-ticket and create a test ticket

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Troubleshooting

Common causes:
  • Fire lacks Manage Channels permission
  • Category is full (Discord’s 50 channel limit)
  • Ticket system is disabled with /ticket-toggle
  • Member has reached ticket limit
Solutions:
  • Verify bot permissions
  • Create a new category
  • Enable the system
  • Increase limit or close old tickets
  • Ensure the category isn’t full
  • Verify Fire can access the category
  • Check category permissions
  • Make the role mentionable
  • Give Fire permission to mention the role
  • Re-set the alert role
  • Use /ticket-close inside the ticket channel
  • Verify you have Manage Channels permission
  • Check that Fire has permission to delete channels

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Permissions Needed

For Setup:
  • Manage Server (user)
  • Manage Channels (bot)
For Operation:
  • Manage Channels (bot) - Create/delete ticket channels
  • Send Messages (bot) - Post in tickets
  • Embed Links (bot) - Show ticket embeds
  • Manage Roles (bot) - Set ticket permissions
For Staff:
  • Manage Channels or Support role - Manage tickets
  • View Channel - See ticket channels (automatic)

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Ticket Workflow Example

  1. Member creates ticket → Private channel created
  2. Alert role pinged → Staff notified
  3. Staff responds → Conversation begins
  4. Issue resolved → Staff uses /ticket-close
  5. Transcript saved → Sent to action log
  6. Channel deleted → Ticket closed
This keeps your server organized and ensures all support requests are handled efficiently.

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