What is the ticket system?
The ticket system creates a structured way for members to:- Request support privately
- Report issues or problems
- Apply for server positions
- Submit appeals or complaints
- Get individual assistance from your team
- Organized support workflow
- Private conversations with members
- Dedicated channels for each request
- Easy for staff to manage multiple tickets
- Automatic ticket logging and archiving
Setting up tickets
Enable the ticket system
category- The category where ticket channels will be createdchannel- The channel where members click a button to open tickets
Create a category
First, create a category in your server called “Support Tickets” (or any name you prefer).
Make sure Fire has permissions to create channels in the category and manage permissions in those channels.
Configure ticket settings
- Ticket limit
- Ticket name
- Description
- Alert role
Set maximum tickets per user
Prevent spam by limiting how many tickets each member can have open.The default limit is 1 ticket per user. Adjust this based on your server’s needs.
Managing tickets
Opening a ticket
Members open tickets by clicking the button in your designated ticket channel. Fire will:- Create a new private channel
- Give the member access to the channel
- Give your support team access
- Ping the alert role (if configured)
- Send a welcome message
Working with tickets
- Close
- Add members
- Remove members
- List tickets
Close a ticket
Mark a ticket as resolved and archive it.reason- Why the ticket is being closed (optional)
- The channel is deleted
- A transcript may be saved (if configured)
- The member can open a new ticket
Only support staff and the ticket creator can close tickets.
Advanced settings
Toggle ticket system
Temporarily disable ticket creation without removing the system.When would I disable tickets?
When would I disable tickets?
Disable tickets temporarily during:
- Major server events when staff is busy
- Server maintenance
- Staff meetings
- Times when you can’t handle support requests
Invitable tickets
Allow ticket creators to invite their friends to their tickets./ticket add in their own tickets to invite others.
View ticket info
Get help with ticket commands.Ticket workflow example
Add specialist if needed
If specialized help is needed, use
/ticket add to bring in another staff member.Best practices
Clear guidelines
Create a tag or embed explaining when and how to use tickets.
Quick responses
Try to respond to new tickets within a few minutes to show you care.
Professional tone
Train your support team to be friendly and professional in tickets.
Close resolved tickets
Don’t let old tickets pile up - close them when issues are resolved.
Use ticket reasons
Always include a reason when closing tickets for better record-keeping.
Set expectations
Let members know your typical response time in the ticket description.
Ticket permissions
Required bot permissions
Fire needs these permissions in the ticket category:- Manage Channels - To create and delete ticket channels
- View Channels - To see ticket channels
- Send Messages - To send messages in tickets
- Embed Links - To send formatted messages
- Manage Permissions - To control who can see each ticket
Staff permissions
Your support team should have:- Manage Server permission, OR
- A role that’s configured as a moderator via
/moderators add
- See all tickets
- Add/remove users from tickets
- Close tickets
- Configure ticket settings
Common use cases
Support tickets
Members can get help with:- Account issues
- Technical problems
- Questions about server features
- Reporting bugs
Applications
Use tickets for:- Staff applications
- Partnership requests
- Content creator applications
- VIP/premium role requests
Reports
Handle sensitive reports via tickets:- User behavior reports
- Rule violation reports
- Bug reports
- Suggestions (if you prefer private submissions)
Appeals
Allow members to appeal:- Bans or kicks
- Mutes or warnings
- Role removals
- Other moderation actions
Fire also has a dedicated
/appeals system for ban appeals that works separately from tickets.Troubleshooting
Button not appearing?
Button not appearing?
Can't create ticket channels?
Can't create ticket channels?
Check that Fire has “Manage Channels” permission in the ticket category. Also verify the category isn’t full (Discord has a 50 channel limit per category).
Support staff can't see tickets?
Support staff can't see tickets?
Make sure your support staff have the “Manage Server” permission or have been added as moderators using
/moderators add.Members can't open tickets?
Members can't open tickets?
Check if the ticket system is toggled off using
/ticket toggle. Also verify the member hasn’t reached their ticket limit.Command summary
| Command | Description | Required Permission |
|---|---|---|
/ticket enable | Set up the ticket system | Manage Server |
/ticket toggle | Enable/disable ticket creation | Manage Server |
/ticket limit | Set max tickets per user | Manage Server |
/ticket name | Set ticket naming format | Manage Server |
/ticket description | Set ticket panel description | Manage Server |
/ticket alert | Set role to ping on new tickets | Manage Server |
/ticket invitable | Allow members to invite to their tickets | Manage Server |
/ticket close | Close a ticket | Manage Server / Moderator |
/ticket add | Add user to ticket | Manage Server / Moderator |
/ticket remove | Remove user from ticket | Manage Server / Moderator |
/ticket list | List all open tickets | Manage Server / Moderator |
/ticket help | Get ticket command help | Everyone |