1) Ticket panel

• Lets admins post a ticket panel message in a chosen channel.
• Panel can be either:

* A single Open Ticket button, or * A dropdown menu of reasons (up to 24 options).

• Panel embed is configurable: title, description, footer, color, image, and the open button label/style/emoji.

2) Opening tickets

• When a user opens a ticket:

* Checks if tickets are enabled * Checks a blacklist role (if user has it → blocked) * Enforces max open tickets per user * Creates a private text channel under the configured category with permission overwrites so:

* Only the ticket owner, bot, and staff roles can see it
* Sends a “ticket created” message using a customizable template (embed + optional external text)

* Supports placeholders: {ticketowner}, {servername}, {reason}
* Adds a ticket controls row inside the ticket: Claim / Transcript / Close

• Ticket opening mode:

* Instant: creates ticket immediately
* Modal: pops a modal asking for a reason (stored on the ticket)

3) Staff permissions / roles

• Staff access is determined by:

* Admin permission, OR * Having one of the configured supportRoleIds

• Certain actions are staff-only: claim, transcript, close, delete.

4) Claiming + unclaiming tickets

• Claim button:

* Marks ticket as claimed by the staff member * Locks the channel so only:

* Ticket owner
* Claimer
can view/send (it hides staff roles from the channel)
* Optionally moves the channel to a configured “claimed tickets” category
* Logs the claim event to the logs channel (if set)

• Unclaim command (!unclaim):

* Only the current claimer or an admin can unclaim
* Restores visibility for all staff roles
* Removes the claimer overwrite
* Moves ticket back to the Open Tickets Category (if configured)
* Logs the unclaim event

5) Transcripts (HTML + optional website upload)

• Transcript button:

* Fetches up to 2500 messages from the ticket channel * Converts messages into TicketTool-style transcript data (content, embeds, attachments) * Builds an HTML transcript that uses TicketTool’s transcript bundle to render * Creates an HTML file attachment and sends it to:

* Transcripts channel (or logs channel fallback), and
* DMs the ticket owner
* If configured with env vars, it also uploads the transcript HTML to your website API:

* “View Transcript” (link)
* “Generate New Transcript” (regen)

• Regenerate transcript button:

* Only staff or the ticket owner can use it
* Downloads the HTML attachment from the old transcript message
* Re-uploads it to your transcript website API
* Updates the buttons with the new transcript link

6) Closing tickets

When staff closes a ticket:

• Shows a close modal (optional reason input)
• Immediately disables the ticket control buttons on the ticket’s main control message
• Builds an HTML transcript and sends it to:

* transcripts/log channel * DMs the owner * (and uploads to website if configured)

• Marks the ticket record as closed with timestamp + reason
• Posts public embeds in the ticket channel:

1. “Transcript” notice (where it was sent/saved) 2. “Ticket Closed” notice (owner will be removed)

• Removes the ticket owner’s permission overwrite (they can no longer view/send)
• Optionally moves the channel to a configured “closed tickets” category
• Sends a “Delete confirmation” embed with a Delete button (staff-only)

7) Deleting tickets (channel delete)

• If staff clicks delete confirmation:

* Bot deletes the channel

• If a ticket channel is deleted manually:

* The bot detects the delete event * Marks the ticket as closed (“deleted” reason) * Logs the deletion * Sends transcript/log embed (no transcript file in this path unless it existed) * DMs the owner informing them it was deleted/closed

• There’s also