Ticketon Documentation

website·Indexed 30 days ago

https://docs.ticketon.app

Guides and documentation for Ticketon, a ticketing system for Discord servers. Includes instructions on managing ticket categories, forms, custom branding, and PII Shield, as well as details on the Unlimited Plan, command usage (/ticket, /config, /message), and dashboard configuration for analytics and transcripts.

Tokens: 24.7K
Snippets: 67
Records: 229
Agent score: 57%

What's inside Ticketon

Overview of Ticketon Analytics features
Ticketon provides analytics to track support performance and user behavior. Ticket Analytics are available for Free and Unlimited plans, while Feedback Analytics are available for Unlimited plans. The dashboard is divided into nine primary insight areas: Core Metrics, Ticket Volume, Category Performance, Form Usage, Response & Resolution Times, Feedback Statistics, Schedule Performance, User Insights, and Staff Performance.
https://docs.ticketon.app/dashboard/analytics/
Overview of PII Shield detection layers
PII Shield uses a two-layer detection pipeline to identify sensitive information. Both layers can run on the same message.
Layer 1: Regex (All Plans) Handles structured PII with predictable formats. It runs with near-zero latency and no external calls. Detected categories include:
- Payment info (Credit/debit cards, IBANs, bank routing numbers)
- Government IDs (SSN, passport numbers)
- Contact info (Phone numbers, email addresses)
- IP addresses (IPv4 and IPv6)
Layer 2: AI (Free with BYOK or Paid) Uses Mistral AI to detect unstructured and contextual PII. Detected categories include:
- Addresses & locations
- Medical information
- Security question answers
- Full names in sensitive contexts
https://docs.ticketon.app/dashboard/shield/
Manage tickets with Ticketon core features
Ticketon provides a comprehensive suite of ticket management tools including:
- Creation: Tickets can be created via buttons, select menus, or the /create-ticket command.
- Organization: Tickets are organized into customizable categories (3 on Free plan, unlimited on Unlimited plan). Users can choose between Discord channels or threads for tickets.
- Naming: Templates support placeholders like {username}, {index}, and {category}.
- Control: Admins can limit open tickets per user (0-10), claim tickets for ownership, transfer tickets between categories, and add/remove up to 5 users per ticket.
- Lifecycle: Staff can create close requests, reopen closed tickets, or delete them. Bulk operations allow closing all open tickets or deleting all closed tickets at once.
- Automation: Auto-threads can be enabled for private staff discussions in new tickets. An 'Out of Office' notice can block ticket creation and display a custom message.
https://docs.ticketon.app/features/
Protect sensitive data with PII Shield
PII Shield is an automod feature that scans ticket channels and deletes messages containing sensitive personal information. When a message is removed, the user is notified via DM.
Detection Capabilities:
- Regex-based (All Plans): Detects credit/debit card numbers, IBANs, routing numbers, Social Security Numbers, passport numbers, phone numbers, email addresses, and IPv4/IPv6 addresses.
- AI-powered (BYOK): Free plan users can enable contextual AI scanning (for home addresses, medical info, etc.) by providing their own Mistral API key in the dashboard.
https://docs.ticketon.app/changelogs/2026/
Manage support tickets with the /ticket command
The /ticket command is designed for server staff to manage support tickets. By default, it requires the Moderate Members permission and is not intended for public use.
https://docs.ticketon.app/commands/ticket/

Map TicketTool concepts to Ticketon

Ticketon uses different terminology for similar ticketing features. Use this mapping to translate your existing TicketTool setup:

TicketTool Concept	Ticketon Equivalent	Notes
Panel	(Ticket) Category	The core unit of the ticketing setup
Panel Configs	(Ticket) Category Configuration	Where ticket types are configured
Buttons / Dropdowns	Buttons / Select Menus	Similar Discord components
Form Options	Forms	Managed separately and linked to categories for reuse
Storage Category	Overflow Category	Handles Discord's 50-channel-per-category limit
Closed Category	Closed Category Channel	Same concept
Transcript Channel	Transcript Channel	Same concept with more privacy control
Blacklisted Roles	(Global) Blacklist	User-based and global, not role-based
Support Team Roles	Staff Roles	Assigned per category
Admin Roles	Manager Roles	Cross-category management roles
$prefix commands	/slash commands	Ticketon is slash-command only
Embeds	Components V2	Uses the new Discord Components system instead of legacy embeds

Use the /help command to list available commands
The /help command provides a list of all available commands and their corresponding descriptions. For detailed information on specific commands, users can refer to the Command Overview page linked within the command's response.
```
/help
```
https://docs.ticketon.app/commands/help/
Manage Ticketon Premium subscriptions
The Premium Management page in the dashboard displays the current status of a server's premium subscription. If you are the original purchaser of the subscription, the page provides a direct link to manage the billing and subscription details via Paddle.
https://docs.ticketon.app/dashboard/premium/
Monitor Core Metrics and Performance Indicators
Core metrics provide a high-level overview of system health. Key statistics include Total Tickets, Open Tickets, Closed Tickets, and Deleted Tickets. Performance indicators track efficiency via Average Response Time (time to first response), Average Resolution Time (creation to closure), and Resolution Rate (percentage of closed tickets).
https://docs.ticketon.app/dashboard/analytics/
Prevent users from creating tickets using the Blacklist
The blacklist feature prevents specific users from creating new support tickets in a server. Blacklisted users retain access to existing tickets they are already part of, but cannot initiate new ones. Moderators can bypass this restriction by using the /open-ticket-for command to open a ticket on behalf of a blacklisted user.
https://docs.ticketon.app/dashboard/blacklist/
Manage server support availability with Support Schedules
A support schedule determines when a team is available to handle support requests. If no schedule is configured or if it is disabled, the server operates 24/7 and accepts tickets at any time. When a schedule is active, users attempting to create tickets outside of configured hours will be informed of the next available time slot and prevented from creating a ticket until that time.
https://docs.ticketon.app/dashboard/schedule/

Configure Global Server Settings

Global settings affect the entire server's bot behavior. These are managed via the Dashboard overview page.

Setting	Description	Options	Default
Language	Language for public bot messages	en, de, fr	en
Manager Roles	Roles capable of managing tickets without claiming	Server roles	None
Allow Manager Bypass	Allows manager roles to bypass restrictions (e.g., claim status)	Yes/No	No
Out of Office Notice	Notice shown to users when creating tickets during OOO periods	Status & Text	Disabled