🎫 Tickets
Members open a support ticket from a panel the agent posts in your server. Each ticket gets its own private channel, visible to the opener and your support role, with Claim, Close, Reopen and Delete buttons. Closed tickets leave a transcript in a log channel.
Configuration
To configure tickets:
- Open your workspace in the Fren One webapp.
- In the sidebar under Channels, select the Discord server you want to configure. Its pages open beneath it.
- Select Tickets, then the Ticket Settings tab.
- Toggle "Let members open support tickets" on.
Channels & roles
| 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
| 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 workspace 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 workspace 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. |
Working tickets
This server's Tickets section has two tabs, Ticket Settings and AI Ticket Assistance, and only configures the system. Tickets themselves are viewed and actioned on the workspace-level Tickets page, one of the workspace rows at the top of the sidebar, alongside tickets from the workspace's other channels.
That page is not open to every workspace member: the Owner or an Admin, a Member with the + Tickets grant, or a verified admin of this server can work tickets there. See Capability Grants and Who Can Do What.
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.
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.
Tips
Keep the open tickets category private to the support role: the agent gives each opener access to their own channel. Send transcripts to a staff-only log channel.
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