Ticket Closing

Close Messages

DM ticket author on ticket close

When enabled, TicketBot automatically sends a direct message to the ticket creator when their ticket is closed, providing them with a convenient link to their ticket transcript.

Important: All ticket transcripts are automatically saved on the TicketBot Dashboard regardless of this setting. This DM simply provides users with quick access to their transcript link.

Features:

• Custom message content - Personalize the DM with your own text and branding
• Transcript link button - Add a button that links directly to the ticket transcript on the TicketBot Dashboard
• Automatic delivery - Sent immediately when the ticket is closed
• Professional closure - Provides a formal end to the support interaction

Customization options:

• Edit the message text to include closing remarks or next steps
• Customize the button label (e.g., "View Transcript", "Ticket History")
• Add embeds for rich formatting with colors and fields
• Include helpful resources or links for future support needs

Benefits:

• Users receive a direct link to their transcript without having to search for it
• Keeps users informed about ticket closure even if they're offline
• Provides easy access to the full conversation history for future reference
• Professional touch that confirms the ticket has been resolved

Close Buttons

Add "Close now" button

When a ticket has delayed closing enabled, this button appears in the closure notification message, allowing users to bypass the waiting period and close the ticket immediately.

How it works:

• Appears automatically when a ticket is marked for closure with a delay
• Visible to the ticket creator and staff members
• Clicking the button instantly closes the ticket without waiting for the delay timer
• Useful when users confirm their issue is resolved and don't need the grace period

Use cases:

• User's issue is fully resolved and they want to close immediately
• Accidental ticket creation that doesn't need support
• Quick acknowledgment that the solution worked
• Reducing clutter when users are satisfied with the support

This gives users control over their ticket lifecycle while still maintaining the safety net of delayed closing for those who might need more time to verify solutions.

Add "Cancel close" button

When a ticket has delayed closing enabled, this button appears alongside the closure notification, allowing users to stop the ticket from closing if they need additional support.

How it works:

• Appears automatically when a ticket is marked for closure with a delay
• Visible to the ticket creator and staff members
• Clicking the button cancels the scheduled closure and keeps the ticket open
• Automatically disabled when "force close" is enabled (non-cancellable closures)

Use cases:

• User realizes they need additional help after the ticket was marked for closure
• Solution didn't fully work and more troubleshooting is needed
• User has follow-up questions about the resolution
• Prevents accidental closures when users need more time

Important note: When force close is enabled (staff-initiated mandatory closure), this button is automatically disabled to ensure tickets that need to be closed cannot be kept open indefinitely.

This feature provides flexibility while ensuring tickets can be forcefully closed when necessary for server management.

Close Delays

Delay ticket closing

Instead of closing tickets immediately, configure a grace period that gives users time to verify their issue is resolved or ask follow-up questions before the ticket is permanently closed.

How it works:

1. When a ticket is marked for closure (via /close command or close button)
2. TicketBot sends a notification to ticket members stating the ticket will close in X minutes/hours
3. Users can use the grace period to:
   • Verify the solution works
   • Ask follow-up questions
   • Cancel the closure if needed
   • Close immediately if satisfied
4. After the delay expires, the ticket automatically closes

Configuration:

• Set a custom delay time (e.g., 5 minutes, 1 hour, 24 hours)
• Works with both user-initiated and staff-initiated closures
• Compatible with "Close now" and "Cancel close" buttons

Benefits:

• Safety net - Prevents premature ticket closures
• Quality assurance - Users can test solutions before closure
• Better experience - Reduces tickets being reopened
• Flexibility - Users can cancel or expedite as needed

Example workflow:

Staff: "/close" → Ticket marked for closure
Bot: "This ticket will close in 1 hour. Click 'Close Now' or 'Cancel' to change."
[1 hour passes]
Bot: Ticket automatically closed

This feature is particularly useful for technical support where solutions need testing or verification.

Auto-Close Settings Premium

Automatically close tickets with no replies Premium

Automatically close inactive tickets when users don't respond within a specified timeframe. This helps keep your ticket system clean and ensures abandoned or resolved tickets don't clutter your server.

How it works:

This feature uses a two-stage warning system to prevent accidental closures:

Stage 1 - Inactivity Warning:

• Set how long to wait after the last user message before sending a warning
• Example: "12 hours" - If user doesn't reply within 12 hours, they get notified
• Bot sends a message warning that the ticket will close soon due to inactivity

Stage 2 - Final Closure:

• Set how much time users have to respond after receiving the warning
• Example: "2 hours" - User has 2 hours from the warning to reply
• If no response, the ticket automatically closes

Configuration:

• Inactivity period - Time to wait before sending the warning (e.g., 12 hours, 24 hours, 48 hours)
• Warning period - Time users have to respond after the warning (e.g., 1 hour, 2 hours, 6 hours)

Example timeline:

Last user message: 10:00 AM
[12 hours pass - no user response]
Warning sent: 10:00 PM - "This ticket will close in 2 hours if no response"
[2 hours pass - still no response]
Ticket closed: 12:00 AM (midnight)

Benefits:

• Automatic cleanup - Removes abandoned tickets without manual intervention
• Fair warning - Users get notified before closure
• Prevent clutter - Keeps active tickets visible and organized
• Resource management - Frees up ticket capacity for new issues

Use cases:

• User's issue was resolved but they forgot to close the ticket
• User opened a ticket accidentally and never responded
• User left the server or lost interest
• Issue was self-resolved and user didn't need further assistance

This feature only tracks user messages, so staff responses don't reset the timer - only user activity matters.

Close Behavior Premium

Close tickets on server leave Premium

Automatically close a user's ticket when they leave your Discord server. This prevents orphaned tickets from remaining open indefinitely and helps maintain a clean ticket system.

How it works:

• When a ticket creator leaves the server, TicketBot detects their departure
• The ticket is automatically marked for closure
• If delay closing is enabled, the standard delay timer starts
• If delay closing is disabled, the ticket closes immediately

Interaction with delay closing:

• With delay enabled: Ticket enters the delayed closure process (gives users time to rejoin if accidental)
• Without delay: Ticket closes instantly upon user departure

Benefits:

• Automatic cleanup - No manual intervention needed for departed users
• Prevent orphaned tickets - Tickets don't stay open without a creator
• Resource management - Frees up ticket channels for active members
• Clean organization - Maintains an accurate ticket list

Use cases:

• User rage-quits and leaves the server
• User joins only to get support, then leaves
• User is kicked/banned from the server
• Temporary members who don't need ongoing support

Recommended setup: Enable this with delayed closing to give users a grace period in case they:

• Accidentally left the server
• Were temporarily disconnected
• Want to rejoin and continue their ticket

This setting ensures tickets don't accumulate from users who are no longer in your community.

Require close reason Premium

Enforce that users and staff must provide a reason when closing tickets. This creates accountability and provides valuable data for improving your support processes.

How it works:

• When someone attempts to close a ticket, a modal popup appears
• They must enter a reason before the ticket can be closed
• The reason is saved with the ticket transcript for future reference
• Applies to both user-initiated and staff-initiated closures

Who it affects:

• Ticket creators - Must explain why they're closing their own ticket
• Staff members - Must document why they're closing a user's ticket
• Both parties are held to the same requirement

Benefits:

• Accountability - Creates a record of why tickets are closed
• Data collection - Gather insights on common closure reasons
• Quality assurance - Ensures tickets aren't closed prematurely
• Improved processes - Identify patterns in ticket resolutions
• Audit trail - Maintain complete documentation for compliance

Example reasons:

• Users: "Issue resolved", "Found solution myself", "No longer needed"
• Staff: "Resolved via troubleshooting", "User issue fixed", "Duplicate ticket", "Spam/Invalid"

Use cases:

• Support metrics - Track resolution categories
• Training - Review how staff handle closures
• Quality control - Ensure proper ticket resolution
• Compliance - Maintain records for auditing purposes

Best practices:

• Keep required reasons concise but meaningful
• Review closure reasons periodically to improve support
• Use reasons to identify common issues that need documentation
• Train staff on appropriate closure reason conventions

This feature helps maintain professional standards and provides valuable feedback for optimizing your support workflow.