How it works

Setup

1. Add the bot

   Sign in with Discord and pick a server you hold Manage Server, or Administrator, in. Before Discord's own approval screen, the dashboard lists every permission the bot asks for and the reason for each. Leave the list as it is: each one is something a ticket channel needs.

2. Pick a support role

   Under Roles and access, name the roles that answer tickets. It is the one decision in setup, and almost every other screen refers back to this list.

3. Open the dashboard

   Signing in reads which servers you hold Manage Server or Administrator in, checked against Discord and never more than a minute old, so the list is exactly what you can already administer. The overview says what is still unset.

   

4. Build a panel

   A panel is a ticket type. It owns the message people see, the button they press, the form they fill in, the category tickets land in, and who can handle them. A server can have as many as it likes, and one posted message can carry up to 25 of them.

   

5. Post it to a channel

   Run /panel in the channel you want it in, or post it from the Panels screen. Posting again edits the message already there rather than leaving a trail of dead panels.

   

Ticket lifecycle

created → opened → closed → re-opened → deleted, with claimed and unclaimed running alongside as a separate axis.

Variables

Usable in any message, embed, channel name or custom command. Chain modifiers with a pipe: {owner.username|upper|max:12}.

Panel editor

Every tab below is per panel, so a billing ticket and a bug report can look and behave nothing alike.

Messages

Thirteen points where the bot says something, each with an embed builder. Leave one alone and it uses the built-in wording.

All accept the variables above. A mention only pings from the message text, never from inside an embed, which is why each editor has a box for both.

Channel permissions

Nine targets, each a grid of allow, inherit and deny across twenty-two permissions. Inherit keeps whatever the role has server-wide. This is what makes a ticket private, and why the bot never asks for Administrator, which would bypass every row.

Untouched means the built-in private defaults. One rule cannot be switched off: unless you explicitly allow @everyone to view, it stays denied.

Automation and custom commands

Automation rules

A trigger and a list of actions, set on the Automations screen and stored as JSON. Seven of the ten triggers fire the moment they happen: created, closed, re-opened, claimed, unclaimed, close requested and claim requested. The owner-left trigger is picked up by a periodic sweep rather than the moment they leave. The interval watcher waits five minutes to thirty days, checks once or until it is stopped, and either restarts its timer when a message arrives or keeps it running.

{"window":3600,"source":"owner","fireOn":"absence","repeat":false,"timer":"restart","actions":[{"type":"close","delay":0}]}

Actions: close, delete, sendCommand, stopAutomations, startAutomations. The last two let a human take over a conversation a rule was about to close.

Custom commands

Run one with /custom. Three modes: strict matches the whole text, wildcard understands * and ?, regex puts named groups into the response. Strict beats wildcard beats regex.

{"trigger":"faq","match":"strict","response":"See {server.name} docs.","delivery":"channel"}

Delivery is channel, dm to whoever ran it, dmOwner to the ticket's owner, or ephemeral. Text after the trigger becomes {answer.1} onwards, up to five.

Permissions

Discord shows an invite's permissions as a list with no explanation, and never reviews what an app asks for. The only gate is an admin pressing Authorize. So here is the whole list with a reason for each.

The bot has no gateway connection, so Discord never streams your server's messages to it. It reads the messages in its own ticket channels and threads. When someone uses a button or menu on one of its messages, or right-clicks a message and picks Open a ticket about this, Discord sends that message along with the interaction. Beyond those and the commands people send it, it never reads what anyone writes in any other channel.

Commands

Two more live on Discord's right-click menu rather than the slash list: Open a ticket about this on any message, and Open a ticket with this user on any member.

AI answering

An add-on, with a 14-day free trial you start from the AI answering screen in your server's dashboard. Its answers are written by Connections AI from what you give it on that screen: a few paragraphs about your business, the documents you upload, and the web pages you list, which it reads along with the pages they link to on the same site. It answers from nothing else, and the Try it box on the same screen asks it a question the way a member would.

When a ticket opens, it greets the member, says a person can take over at any time, and asks what they need; a question typed into the ticket's form is answered straight away. After that it answers each message the ticket's owner sends and names the source it used. Tickets opened from the member portal and from your website get the same assistant. It goes quiet after 30 minutes without a message from the member.

It stops, and says so, when anyone from your team writes in the ticket, when the ticket is claimed or closed, when the member presses Talk to a person or asks for one, and when a message contains one of your "Always hand to a person" words. When nothing you gave it covers a question, it says so and leaves it for your team rather than guessing.

/ask puts a question to the same assistant anywhere in your server, with a button to open a ticket when the answer was not enough.

Connect an AI assistant (MCP)

Ticket Tool Next runs an MCP server, so an AI assistant can work with the servers you manage. It acts as you, and every call asks Discord whether you still hold Manage Server in that server, the same check the dashboard makes.

{
  "mcpServers": {
    "ticket-tool-next": {
      "type": "http",
      "url": "https://tickettoolnext.lunarwerx.com/api/mcp",
      "headers": { "Authorization": "Bearer ttn_pat_your_token" }
    }
  }
}

claude mcp add --transport http ticket-tool-next https://tickettoolnext.lunarwerx.com/api/mcp --header "Authorization: Bearer ttn_pat_your_token"

Webhooks

To have ticket events sent to your own app, open Integrations in the dashboard, paste the address your app gave you, and switch on the events you want.

{
  "event": "rename",
  "guildId": "123456789012345678",
  "payload": {
    "ticket": { "id": "q3Xk9mPz7Lr2Vt8wYb1NcA", "number": 17, "channelId": "234567890123456789" },
    "name": "billing-question",
    "by": "345678901234567890"
  },
  "firedAt": 1790000000000
}

When it goes wrong