🎫 Tickets
Tickets give members a private, one-on-one channel to reach your support team. Members open a ticket from a panel the agent posts in your server; each ticket becomes its own channel, and closed tickets leave a full transcript behind — all configured from the Fren One webapp.
Overview
When configured, the agent can:
- Post a support panel with an Open Ticket button in a channel of your choice
- Create a private ticket channel for each request, visible to the opener and your support role
- Add Claim, Close, Reopen, and Delete buttons to every ticket
- Move closed tickets to a separate category and post a transcript to a log channel
- Use AI to offer closing resolved tickets and to alert support about unanswered ones
- Raise a project-inbox alert when a ticket waits longer than your first response target
Configuration
To configure tickets:
- Open your project in the Fren One webapp.
- Select the Discord server you want to configure.
- In the sidebar under Agent Configuration, select Tickets, then the Ticket Settings tab.
- Toggle "Let members open support tickets" on.
Channels & roles
This group decides where tickets live and who handles them.
| Option | Description |
|---|---|
| Support role | Members with this role can see and manage tickets. |
| Panel channel | Where the open-ticket button is posted. |
| Open tickets category | New ticket channels are created in this category. |
| Closed tickets category | Closed ticket channels are moved here. |
| Transcript log channel | Closed-ticket transcripts are posted here. |
| Automatically create overflow categories | Creates a numbered copy of a full ticket category (Discord's 50-channel limit) and switches to it automatically. |
Panel embed
The panel is the message members interact with to open a ticket. Design it with the embed editor — title, description, color, images, author, footer, and fields — then select Post panel to post it to the panel channel. Posting again refreshes the existing panel instead of duplicating it.
Post panel is disabled, with the reason shown in a tooltip, until the prerequisites are met: "Enable tickets first", "Set a panel channel first", or "Save your changes first".
If the panel channel is private, the agent needs View Channel, Send Messages, and Embed Links permission overrides in that channel — the webapp explains this if posting fails with a missing-access error.
Ticket channel
These options shape what members see once a ticket opens.
| Option | Description |
|---|---|
| Welcome message | Sent in the ticket channel when it opens. Max 2000 characters. |
| Max open tickets per member | How many tickets one member can have open at once. Minimum 1; default 1. |
| Channel name template | Naming pattern for ticket channels. Required. Default: ticket-{username}-{ticket_number}. Variables: {username} (the opener's username) and {ticket_number} (the ticket's number). |
| First response target | How quickly support should respond. Between 5 minutes and 7 days; leave empty to turn off. When a ticket waits longer than the target, the agent raises an alert in your project inbox (once per ticket). |
AI Ticket Assistance
Switch to the AI Ticket Assistance tab to keep tickets from being abandoned: the AI periodically reviews open tickets, offers to close resolved ones, and alerts support about tickets left waiting. You can configure this tab even while tickets are disabled — a banner notes "Tickets are disabled" with a link back to Ticket Settings.
Check "Enable AI ticket assistance" to turn it on, then configure:
| Option | Description |
|---|---|
| Ask to close tickets that look resolved | The agent tags the opener and support role with Close / Keep open buttons when a ticket looks resolved. New activity in the ticket cancels the auto-close. Default: on. |
| Auto-close after (hours) | If nobody responds to the resolution prompt, the ticket closes after this many hours. 1–168; required when ask-to-close is on. |
| Alert support about unanswered tickets | DMs the claimer — or support-role members when the ticket is unclaimed — and flags the project inbox when a member's request goes unanswered. Default: on. |
| Alert after (hours) | How long a ticket can wait before the alert fires. 1–168; required when alerts are on. |
Tickets & Transcripts
The Tickets & Transcripts tab is a read-only view of every ticket in the community. Each row shows the ticket number, the member who opened it, the opened date, who claimed it (if anyone), and a color-coded status: open, claimed, closed, or deleted.
- Export list (CSV) downloads the full ticket list.
- For tickets that are no longer open, a per-ticket download button exports the conversation transcript as a CSV — timestamp, author, author ID, content, and attachments.
How it works in Discord
A member selects Open Ticket on the panel. The agent creates a private channel in the open tickets category, named from your channel name template, and posts a ticket embed with Claim / Close / Reopen / Delete buttons along with your welcome message. The max-open-tickets limit is enforced per member, and when a category hits Discord's 50-channel cap, the agent can switch to a numbered overflow category automatically.
Closing a ticket moves the channel to the closed tickets category, where it becomes read-only for the opener, and posts the transcript to the transcript log channel. Members can close their own tickets; support and admin closes are attributed separately.
With AI assistance on, the agent periodically reviews open tickets: resolved-looking tickets get a resolution prompt (and auto-close after your configured hours if nobody responds), and unanswered tickets past the alert threshold trigger DMs to the claimer or support-role members, plus a project-inbox flag.
Saving your changes
The Ticket Settings and AI Ticket Assistance tabs use a batched save — edits stay local until you select Save in the bar that appears at the bottom of the page. Leaving the page with unsaved changes shows a warning first. Note that Post panel requires saved settings, so save before posting. The Tickets & Transcripts tab is read-only.
Best practices
- Keep the open tickets category private to the support role — the agent grants each opener access to their own channel.
- Set a First response target so slow tickets surface in your project inbox instead of going unnoticed.
- Turn on ask-to-close with a generous auto-close window; new activity cancels it, so active tickets are never closed under members.
- Send transcripts to a staff-only log channel so support history stays reviewable after channels are deleted.
Troubleshooting
The Post panel button is disabled?
- Enable "Let members open support tickets", set a Panel channel, and save the page — the button's tooltip tells you which one is missing.
The panel doesn't appear in a private channel?
- Give the agent View Channel, Send Messages, and Embed Links permission overrides in that channel.
New tickets stopped being created?
- The open tickets category may have hit Discord's 50-channel limit. Enable "Automatically create overflow categories", or close and clear out old tickets.
A member can't open a second ticket?
- Check Max open tickets per member — the default is 1.
Related features
- 🖼️ Embeds - the ticket panel uses the same embed builder
- 📚 Knowledge Base - the knowledge that powers AI ticket assistance
- 🤖 AI Assistant - answer member questions before they become tickets