Tickets

When a member reports someone, Axmo opens a ticket: a private channel for your staff. The reporter talks to you through Axmo’s DMs and never sees the channel, and the people reported aren’t told. For the member’s side, see Reporting someone and Talking to staff.

Setting it up

1. Turn on the Tickets plugin on the Plugins page of /settings.

2. On the Tickets page, choose a Ticket category. Ticket channels are made there. Without one, reports are off.

3. Choose who’s pinged when a ticket opens, and optionally an auto-assign role.

4. Make sure your staff are in a group with tickets.handle, so they can see ticket channels. Helper, moderator and administrator have it by default.

5. Optionally post a ticket panel with /ticket panel.

6. Check the Health check page.

Caution

If a pinged role doesn’t allow anyone to mention it, give Axmo Mention @everyone, @here, and All Roles in the ticket category, or the ping is dropped. The Health check tells you when.

How a ticket works

flowchart LR
    A["Member reports someone"] --> B["Ticket channel opens<br/>and staff are pinged"]
    B --> C["Moderators reply<br/>with /ticket reply"]
    C --> D["Reporter answers<br/>in Axmo's DMs"]
    D --> C
    C --> E["/ticket close<br/>with an outcome"]
    E --> F["Transcript saved,<br/>reporter told"]
    F -. "Resolved or<br/>Not resolved" .-> G["Reporter says if<br/>it was resolved"]

1. A member reports someone or a message, or presses Open ticket on your panel.

2. Axmo makes a channel named ticket- and its number in the ticket category, pings the roles and users you chose, and assigns it if you set an auto-assign role.

3. Moderators reply with /ticket reply. Replies reach the reporter in their DMs, and the reporter’s DMs appear in the channel.

4. A moderator closes it with /ticket close. Axmo saves a transcript, DMs the reporter and deletes the channel.

The ticket channel

Only these can see a ticket channel:

• roles with tickets.handle
• the pinged roles and users
• the auto-assign role

The people reported are always hidden from it. Members with the Administrator permission can see every channel in Discord, so Axmo warns you in the ticket if one of them is reported.

The channel starts with a pinned card showing the ticket’s type, category, status, reported users, who it’s assigned to and the description. Then come the pings, the reported message, and files with messages Axmo gathered around it for context.

If a new report names someone or a message another open ticket already covers, both tickets say so. The reporter isn’t told.

Commands

Command	What it does	Options
/ticket reply	Reply to the user who opened this ticket.	message, attachment, anonymous
/ticket assign	Assign this ticket to a moderator.	member
/ticket unassign	Take this ticket off its assignee.	none
/ticket close	Close this ticket and delete its channel.	outcome, reason
/ticket reopen	Reopen a closed ticket.	ticket
/ticket open	Open a ticket with a member.	member, reason
/ticket list	List tickets, open ones first.	user
/ticket view	View a ticket’s details and the reporter’s other tickets.	ticket
/ticket panel	Post a message telling members how to report or open a ticket.	channel

Replying

/ticket reply sends your message, up to 1,800 characters, to the reporter’s DMs. Snippets work in it, and you can attach a file. anonymous signs it “Moderator” instead of your name, and defaults to the server’s Anonymous replies setting.

If the reporter can’t be DMed, your reply stays in the channel and Axmo tells you.

Closing

/ticket close needs an outcome. The reporter can say whether they agree:

Outcome	Reporter is asked if it was resolved
Resolved	Yes
Not resolved	Yes
No action needed	No
Duplicate/invalid	No

reason is optional, up to 500 characters, and shown to the reporter. The reporter’s answer shows on the ticket’s card.

Reopening and opening

/ticket reopen reopens a closed ticket in a new channel, with the old conversation attached as a file. It goes back to whoever had it, if they still can.

/ticket open starts a ticket with a member, like when you need to talk to them privately. The reason is shown to them, and the ticket is assigned to you. You can’t open one with someone who already has an open ticket.

Assigning

/ticket assign assigns the ticket to you, or to the member you name. They need tickets.handle and must be able to see the channel. You can’t assign the reporter, someone reported, or a bot.

The ticket panel

/ticket panel posts a “Need a moderator?” card in a channel like #support. It explains how to report a user or a message, and has an Open ticket button for anything else.

Settings

On the Tickets page of /settings:

Setting	Default	What it does
Ticket category	none	Where ticket channels are made. Without one, reports are off.
Anonymous replies	On	Sign replies “Moderator” by default. A reply can override this.
Reporters can close tickets	Off	Lets reporters close their own ticket with /close in DMs.
Own tickets visible	On	When off, moderators can’t see tickets reporting them or opened with them. The server owner always can.
DM when opened	Axmo’s wording	The DM reporters get when their ticket opens, up to 1,000 characters. Use {server} for the server’s name.

Auto-assign

Choose an auto-assign Role. New tickets go to a moderator with that role who can see them, the one with the fewest open tickets first.

Pinged when a ticket opens

Choose Roles and Users to ping. @everyone and roles managed by apps can’t be pinged. Axmo warns you if a pinged role doesn’t have tickets.handle.

Ticket limits

Change limits sets:

Setting	Default	Range	What it does
Users per report	10	1 to 10	How many people one report can name.
Longest relayed message	1,000	100 to 1,900	Longer DMs from a reporter are attached as a file instead.
Minutes to wait for a channel	5	1 to 60	A ticket still without a channel after this long is closed.
Days to say if resolved	7	1 to 30	How long the reporter’s Resolved and Not resolved buttons work.

Messages gathered for moderators

When a ticket opens, Axmo gathers recent messages so moderators have context. Change messages gathered sets:

Setting	Default	Range
Messages around a reported message	25	1 to 50
Latest messages per reported user	50	1 to 100
Channels to search	50	1 to 100
Messages read per channel	200	10 to 500

Report categories

On the Report categories page, choose what reporters can say a report is about. All eight of Axmo’s categories are on by default. Turn them off under Axmo’s categories:

• I don’t like this
• Spam
• Harassment or bullying
• Hateful content
• Inappropriate content
• Scam or fraud
• Breaking server rules
• Something else

Add category adds your own, up to 15, with names up to 50 characters. Pick one with Choose category to Rename category or Delete category.

Limits

	Starter	Plus	Pro
New tickets per minute, server-wide	10	20	40

Permissions

/ticket is shown to members with Manage Messages by default. The member commands, like /report, are open to everyone.

Permission	Allows	Default groups
tickets.view	See tickets and their transcripts	helper, moderator, administrator
tickets.handle	Reply to, assign, open, close and reopen tickets, and be assigned them	helper, moderator, administrator
tickets.panel	Post the ticket panel with /ticket panel	administrator