Ticket System Setup

Fire’s ticket system allows members to create private support channels to get help from your staff. This guide covers setup, configuration, and best practices.

What Are Tickets?

Tickets are private channels created for individual members to:

Get support from staff
Report issues privately
Appeal moderation actions
Request assistance with server features

Each ticket is only visible to the creator, staff, and specified support roles.

Prerequisites

Required Permissions

Manage Channels - Create ticket channels
Manage Roles - Set channel permissions
Send Messages - Reply in tickets

Server Requirements

Fire must be invited to your server
You need Manage Server permission
A category or channel for tickets

Create a Ticket Category

First, create a category for tickets in your server:

Right-click your server → Create Category
Name it something like “Support Tickets” or “Tickets”
Adjust permissions so:
- @everyone cannot View Channel
- Fire can View Channel, Manage Channels, Manage Roles, Send Messages
- Your moderator/staff roles can View Channel

Fire will automatically add the ticket creator to each ticket channel’s permissions.

Enable the Ticket System

Enable tickets and specify where they should be created:

/ticket enable category:Support Tickets

This tells Fire to create new ticket channels in the “Support Tickets” category.

Test Ticket Creation

Create a test ticket to verify everything works:

/new subject:Testing the ticket system

You should see a new channel created in your ticket category with access restricted to you and staff.

Close the Test Ticket

Test the closing process:

/close reason:Test complete

Fire will prompt for confirmation, then delete or archive the channel.

Do not manually delete ticket channels. Always use /close to ensure proper logging and archiving.

Alternative: Thread-Based Tickets

Instead of creating separate channels, Fire can create private threads for tickets.

Create a Ticket Channel

Create a dedicated text channel for tickets (e.g., #create-ticket):

Create a new text channel
Set permissions so members can view but not send messages
Post instructions on how to create tickets

Enable Thread-Based Tickets

Configure Fire to use threads instead of channels:

/ticket enable channel:#create-ticket

Thread-based tickets are cleaner and don’t clutter your channel list. They appear as threads in the designated channel.

Members Create Tickets

Members create tickets using:

/new subject:I need help with verification

A private thread will be created where only the member, staff, and Fire can communicate.

Configuring Ticket Settings

Set Ticket Limit

Limit how many tickets a member can have open simultaneously:

/ticket limit 2

This prevents ticket spam while allowing members to have multiple issues tracked.

Default limit is 1 ticket per member. Maximum is 5 tickets.

Customize Ticket Names

Change the naming format for ticket channels:

/ticket name ticket-{id}

Available variables:

{id} - Unique ticket number
{username} - Ticket creator’s username
{timestamp} - Creation timestamp

Set Ticket Description

Customize the message sent when tickets are created:

/ticket description Thank you for contacting support! A staff member will assist you shortly.

Configure Support Alerts

Get notified when new tickets are created:

/ticket alert role:@Support-Team
/ticket alert channel:#ticket-alerts

Toggle Ticket System

Temporarily disable ticket creation without removing the configuration:

# Disable tickets
/ticket toggle off

# Re-enable tickets
/ticket toggle on

You can set a custom message shown when tickets are disabled:

/ticket toggle message:Ticket system is temporarily unavailable. Please ask in #support instead.

Managing Tickets

Creating Tickets (Member Perspective)

Members create tickets using the /new command:

# Basic ticket
/new

# Ticket with subject
/new subject:Cannot access channels after verification

Fire will:

Create a private channel or thread
Add the member to it
Send the configured welcome message
Alert support staff (if configured)

Viewing Open Tickets

Staff can view all open tickets:

/ticket list

This shows:

Ticket ID
Creator
Creation time
Subject
Status

Closing Tickets

Close tickets when the issue is resolved:

# Basic close
/close

# Close with reason
/close reason:Issue resolved - permissions fixed

Fire will:

Ask for confirmation (unless used by staff)
Log the closure to mod logs
Delete or archive the channel

Members can close their own tickets. Staff can close any ticket.

Adding Members to Tickets

Add additional members to a ticket conversation:

/ticket add user:@Member

Remove members from tickets:

/ticket remove user:@Member

Managing Support Roles

By default, moderators can view all tickets. Add additional support roles:

/ticket invitable role:@Support-Team

This allows members with the specified role to access all tickets.

Ticket Workflow Best Practices

Set Clear Expectations

In your ticket description, include:

Average response time
What information to provide
Rules for ticket usage

Example:

/ticket description Welcome! Please describe your issue in detail. Our team typically responds within 2-4 hours. Please be patient and respectful.

Create Response Templates

Use Fire’s tag system for common responses:

/tag create name:verification content:To verify, go to #verify and click the button.

Then use in tickets:

/tag verification

Triage Tickets Quickly

When a ticket is created:

Acknowledge within 15-30 minutes
Ask for additional information if needed
Assign to appropriate staff member
Set expectations for resolution time

Use Ticket Notes

Add internal notes to tickets for staff:

/note user:@TicketCreator note:User was previously warned for similar issue

Notes are only visible to staff, not the ticket creator.

Close Tickets Properly

Always include a reason when closing:

/close reason:Permissions fixed - verified user can now access all channels

This helps with:

Record keeping
Identifying common issues
Training new support staff

Common Ticket Use Cases

General Support

Setup: Basic ticket system in #create-ticketMembers use for:

Technical issues
Feature questions
General assistance

/ticket description Need help? Create a ticket and our support team will assist you!

Ban Appeals

Setup: Separate category for appealsConfigure appeal link:

/appeals https://forms.example.com/appeal

Banned users receive the link via DM

Partner Applications

Setup: Dedicated partner ticket channelPin instructions in channel:

Partnership requirements
Information to provide
Expected response time

/ticket description Thank you for your partnership interest! Please provide: server invite, member count, and what you can offer.

Bug Reports

Setup: Thread-based tickets for organizationInclude in description:

What information to provide
How to reproduce
Screenshots/evidence

/ticket description Please describe the bug: What happened? What did you expect? Include screenshots if possible.

Advanced Configuration

Multiple Ticket Categories

For larger servers, set up different ticket types:

General Support - /ticket enable category:Support
Appeals - Separate appeal system
Reports - User reports and issues

Use different channels/categories for organization:

/ticket enable category:General Support

Fire currently supports one ticket configuration per server, but you can change the category as needed.

Ticket Archiving

Fire can archive closed tickets instead of deleting them:

Create an “Archived Tickets” category
Set permissions so only admins can view
Configure Fire to move closed tickets there

This preserves ticket history for review.

Integration with Logging

Ensure ticket actions are logged:

/logging configure action:#mod-logs

This logs:

Ticket creation
Ticket closure
Members added/removed
Configuration changes

Troubleshooting

Members can't create tickets

Possible causes:

Member has reached ticket limit - increase with /ticket limit
Tickets are toggled off - enable with /ticket toggle on
Fire lacks permissions - ensure Fire can manage channels and roles
Member is blacklisted - check with /blacklist list

Fire creates tickets in wrong location

Verify ticket configuration: /ticket list shows current settings
Re-run enable command: /ticket enable category:Correct Category
Ensure Fire can view and access the category
Check category permissions allow Fire to manage channels

Tickets aren't private / wrong people can see them

For channel-based tickets: Check category permissions - @everyone should not have View Channel
For thread-based tickets: Threads are automatically private to participants
Add support roles: /ticket invitable role:@Support
Fire’s role needs Manage Channels and Manage Roles to set permissions

/close command doesn't work

Ensure you’re in a ticket channel/thread
Fire needs Manage Channels permission
Only ticket creator and staff can close tickets
Check if channel/thread is actually a Fire ticket (created via /new)

Members are creating too many tickets

Solutions:

Lower the limit: /ticket limit 1
Temporarily disable: /ticket toggle off
Add a cooldown (Premium feature)
Blacklist abusive users from creating tickets

Ticket alerts aren't working

Verify alert is configured: /ticket alert role:@Support
Ensure Fire can mention the role (role must be mentionable or Fire needs Mention All Roles permission)
Check that alert channel exists and Fire can send messages
Alerts may be delayed during high ticket volume

Best Practices Summary

For Setup

✅ Use a dedicated category or channel✅ Set proper permissions on the category✅ Configure ticket limit (1-2 recommended)✅ Set up ticket alerts for staff✅ Test ticket creation and closure

For Management

✅ Respond to tickets within 24 hours✅ Always include closure reasons✅ Use tags for common responses✅ Add notes for staff context✅ Review ticket logs regularly

For Members

✅ Post clear instructions in ticket channel✅ Set expectations for response time✅ Include guidelines for ticket usage✅ Provide examples of good tickets✅ Link to FAQ or common issues

For Organization

✅ Use thread-based tickets for cleaner server✅ Archive tickets instead of deleting✅ Enable action logging✅ Separate ticket types by category✅ Review and update ticket description regularly

Next Steps

Moderation Setup

Enhance your ticket system with moderation features

Custom Commands

Create custom responses using tags

Premium Features

Unlock ticket analytics and advanced features

Setup Guides

Advanced

​What Are Tickets?

​Prerequisites

Required Permissions

Server Requirements