Ticket Templates

Ticket templates define how new tickets are created and managed. Create templates from your server's dashboard by opening Tickets -> Templates.

Creating a Template

To create your first template, click Create your first template. If you already have a template, click New Template. Use the Editing selector to switch between templates, Duplicate Template to copy the selected template with all of its settings, and Delete Template at the bottom of the page to remove it.

Each template has tabs for Identity, Messages, Roles, Transcripts, Claiming, Escalation, Forms, Automations, Logging, and Buttons. Changes apply to the selected template once you save them.

WARNING

Free servers can create up to 3 ticket templates.

Premium servers can create up to 25 ticket templates.

Identity

The Identity tab controls the core ticket behavior.

• Template Name is the internal name shown when binding the template to a panel.
• Ticket Category is where new ticket channels are created.
• Overflow Categories are fallback categories used when the main category is full.
• Naming Pattern controls the ticket channel name. Supported tokens are {counter}, {counter:04}, {username}, {user_id}, and {template}. See Ticket Variables for what each one shows.
• Support Roles are the roles that can see, write in, and manage tickets created from this template.
• Two Step Close asks users to confirm before a close button closes the ticket.
• Pin Initial Message pins the first Invite Tracker message inside the ticket channel.
• Tickets Per User limits how many open tickets each member can have from this template. Set it to 0 for no limit.
• Limit Bypass Roles allows selected roles to ignore the ticket limit for this template.
• Blacklisted Roles prevents members with any of the selected roles from opening tickets from this template. This is a Premium feature.
• Ticket Count is the current counter used by the {counter} naming tokens. New tickets increment it before naming.
• Opener Can Close controls whether the member who opened the ticket can close it.

Premium feature

Custom naming patterns and blacklisted roles require Invite Tracker Premium. Free servers use the default ticket-{counter:04} pattern, and blacklisted roles are ignored without Premium.

WARNING

Free servers can configure 1 overflow category per template.

Premium servers can configure up to 25 overflow categories per template.

TIP

Use a padded counter such as ticket-{counter:04} if you want ticket channels like ticket-0001, ticket-0002, and ticket-0003.

WARNING

Discord categories can only contain 50 channels. If the main ticket category is full, Invite Tracker tries the configured overflow categories in order. If no configured category is available, opening, claiming, or escalating a ticket may fail until you free space or add another overflow category.

Messages

The Messages tab controls the first message sent inside a new ticket, the optional direct message sent when the ticket closes, and the satisfaction survey. Each message can be sent as Plain text or as a Rich embed.

The Initial Message is posted in the ticket channel as soon as it opens. You can include ticket variables such as the ticket owner, channel, panel, template, and form answers.

The Close DM is a Premium feature. It is sent to the ticket owner when the ticket closes, and supports ticket and transcript variables such as {transcript.url} and {ticket.duration}. Turn on Attach transcript button to add an Open transcript button to this DM whenever a transcript exists.

The Satisfaction survey is also a Premium feature. When enabled, Invite Tracker DMs the ticket owner a 1 to 5 rating prompt after their ticket closes. Ratings power the CSAT score and staff insights on the ticket analytics page.

INFO

Ticket embeds on free servers show a "Powered by Invite Tracker" footer and cannot use embed images, thumbnails, or author fields. Premium servers can fully customize ticket embeds.

Embed links, images, thumbnails and icons must be a valid http:// or https:// link once variables are filled in, otherwise they are left out of the message.

WARNING

The close DM transcript button requires Opener Access to be enabled in the Transcripts tab. Turning the button on enables Opener Access automatically, and turning Opener Access off removes the button.

INFO

The Two Step Close setting only applies to the close button. The /ticket-close command closes the ticket immediately.

Role Changes

Premium feature

Ticket role changes require Invite Tracker Premium.

The Roles tab lets you automatically add or remove roles from the ticket owner.

• Add On Open and Remove On Open run when the ticket is created.
• Add On Close and Remove On Close run when the ticket closes.

This is useful when you want to mark members as waiting for support, remove a role while a ticket is open, or grant a role after a support flow finishes.

WARNING

Invite Tracker can only add and remove roles that are below its highest role in your server's role list.

Transcripts

The Transcripts tab controls whether Invite Tracker saves an HTML transcript when a ticket closes.

When Enable Transcript is on, Invite Tracker saves the ticket messages and form answers when the ticket closes. You can choose an optional Transcript Channel where Invite Tracker sends a ticket summary and an Open transcript button.

Transcript access is controlled by the template:

• Support Access allows members with the template's support roles to open the transcript.
• Opener Access allows the member who opened the ticket to open the transcript.
• Server administrators can always open ticket transcripts.

INFO

Transcript links require users to sign in with Discord. A user can only open the transcript if their Discord account is allowed by the template access settings.

INFO

Transcripts include up to the most recent 5000 ticket messages. Very large transcripts may be shortened so they can be stored and opened reliably.

WARNING

Transcripts on free servers are stored for 30 days after they are saved and show a small "Powered by Invite Tracker" footer.

Premium servers keep transcripts with no time limit and without the footer branding.

WARNING

At least one transcript access option must stay enabled. If you want to send transcript buttons in close DMs, keep Opener Access enabled.

Claiming

The Claiming tab lets support members take responsibility for a ticket.

When Enable Claiming is on, support members can use the claim button or /ticket-claim in the ticket channel. Claiming can rename the channel, move it to a claim category, adjust support permissions, and change roles on the ticket owner.

Claiming settings:

• Only Claimer Can Unclaim restricts unclaiming to the current claimer, except for administrators.
• Limit Claimed Actions allows only the claimer and ticket owner to use ticket actions while the ticket is claimed. Administrators are not affected.
• Overwrite Claimer lets another support member replace the current claimer.
• Owner Can Claim allows the ticket owner to claim the ticket when Support Permission Mode is set to Do Not Change.
• Support Permission Mode decides what happens to other support roles after a claim: Do Not Change, Read Only, or Hidden.
• Claim Name renames the ticket while claimed, then restores the original opened name when unclaimed. It supports the same tokens as the naming pattern, where {username} and {user_id} are the member who claimed the ticket.
• Claim Category and Claim Overflow Categories move claimed tickets into another category.
• Add On Claim, Remove On Claim, Add On Unclaim, and Remove On Unclaim change roles on the ticket owner.

Premium feature

Advanced claiming requires Invite Tracker Premium. This includes Support Permission Mode, Claim Name, Claim Category, Claim Overflow Categories, and the claim/unclaim role changes. Free servers can still claim and unclaim tickets and use the other claiming settings.

Escalation

Premium feature

Ticket escalation requires Invite Tracker Premium.

Escalation lets support members move an open ticket to another template by using /ticket-escalate.

First, turn on Enable Escalation on the source template, then pick each allowed target in Target Templates and click Add Target. A template cannot escalate into itself. When a ticket is escalated, Invite Tracker can update the category, channel name, permissions, claim state, and messages using the target template.

You can choose whether escalation should:

• Update Category: move the channel into the target template's category.
• Update Name: rename the channel using the target template's naming pattern.
• Update Permissions: replace support permissions with the target template's support roles.
• Automatically Unclaim: release the current claim during the transfer.
• Send Escalation Message: send a short escalation message.
• Send Target Template Message: send the target template's full initial ticket message. This message can also use the {escalate.reason} and {escalate.template} escalation variables.

TIP

Use escalation when your first support team needs to hand a ticket to another team, such as billing, appeals, partnerships, or senior moderators.

Target templates do not need to be bound to a panel. You can create internal-only templates, such as a Tier 2 team, that members cannot open tickets from directly.

Forms

The Forms tab lets you ask members questions before their ticket is created.

When Enable Form is on, clicking the ticket panel opens a Discord modal with your Form Title. Click Add Question to add questions. For each question you can set the Question Title, an optional Placeholder, the Input Style (Short or Paragraph), whether it is Required, and the Minimum Length and Maximum Length of the answer.

WARNING

Free servers can add up to 3 form questions.

Premium servers can add up to 5 form questions.

You can show form answers in ticket messages with form variables such as {form.answer.1} and {form.answer.2}. Numbers match the question order and start at 1. Use {form.results} to show every question with its answer at once. This lets support members see the member's issue immediately in the first ticket message. See form variables for the full list.

WARNING

Form titles and question titles can be up to 45 characters. Placeholders can be up to 100 characters, and answer limits can go up to 4000 characters.

Automations

The Automations tab lets Invite Tracker react to ticket events after a delay. Turn on Enable Automations, then click Add Rule. Each rule has its own on/off toggle, a Trigger, a Delay in seconds, and an Action.

Automation triggers:

• Ticket Created
• Ticket Owner Left Server
• Message Found
• Message Not Found

Automation actions:

• Send Message: sends a plain text message (with ticket variables) into the ticket channel.
• Close Ticket

Message-based triggers have extra options:

• Message Source: which messages count, from Anyone, the Ticket Owner, or the Support Team.
• Check Mode: Once and Stop or Until Stopped.
• Timer Behavior (only for Message Not Found): whether a new matching message should Restart Timer or Continue Timer.
• After Action: whether repeated checks Stop Checking or Continue Checking after the action runs.

Premium feature

Advanced automations, including auto-closing inactive tickets, require Invite Tracker Premium.

WARNING

Free servers can use 1 enabled automation rule: Ticket Owner Left Server with the Close Ticket action.

Premium servers can use up to 10 automation rules per template with all triggers and actions.

Message-based automations must wait at least 300 seconds (5 minutes), and any automation delay can be up to 604800 seconds (7 days).

TIP

Support members can use /ticket-automation stop in an open ticket to pause automations for that ticket, and /ticket-automation start to start them again.

Logging

The Logging tab lets you send ticket lifecycle logs to a text channel. Choose the Logging Channel, then turn on the events you want to log:

• Ticket Created
• Ticket Closed
• Transcript Saved
• Ticket Claimed
• Ticket Unclaimed
• Ticket Escalated

Buttons

The Buttons tab lets you configure the ticket action buttons shown on the initial ticket message.

Switch between the Close, Claim, and Unclaim buttons at the top. For each button you can choose whether to Show Button, and set its Emoji, Label, and Color (the Discord button style: Primary, Secondary, Success, or Danger).

INFO

Claim and unclaim buttons only appear when claiming is enabled for the template.