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.

Each template has tabs for identity, messages, roles, transcripts, claiming, escalation, forms, automations, logs, and buttons.

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}.
• 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.
• Opener Can Close controls whether the member who opened the ticket can close it.

Custom naming patterns are a Premium feature. Free servers use the default ticket-{counter:04} pattern.

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 and the optional direct message sent when the ticket closes.

The Initial Message is posted in the ticket channel as soon as it opens. You can use plain text or a rich embed, and 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. If transcripts are enabled, you can also attach an Open transcript button to this DM.

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.

WARNING

The close DM transcript button requires Ticket Owner Access to be enabled in the Transcripts tab.

INFO

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

Role Changes

Ticket role changes are a Premium feature.

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 transcripts are enabled, 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.
• Ticket Owner Access allows the member who opened the ticket to open the transcript.
• Server administrators can access 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 Ticket Owner Access enabled.

Claiming

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

When claiming is enabled, 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.

Important 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.
• Overwrite Claimer lets another support member replace the current claimer.
• Owner Can Claim allows the ticket owner to claim the ticket when support permissions are not changed.
• Support Permission Mode decides what happens to other support roles after a claim. They can stay unchanged, become read-only, or be hidden from the ticket.
• Claim Name renames the ticket while claimed, then restores the original opened name when unclaimed.
• Claim Category and Claim Overflow Categories move claimed tickets into another category.
• Add/Remove On Claim and Add/Remove On Unclaim change roles on the ticket owner.

Advanced claiming is a Premium feature. 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 basic claiming settings.

Escalation

Ticket escalation is a Premium feature.

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

First, enable escalation on the source template and select the Target Panels that tickets are allowed to escalate into. When a ticket is escalated, Invite Tracker can update the category, channel name, permissions, claim state, and messages using the target panel's first active template.

You can choose whether escalation should:

• Move the channel into the target template's category.
• Rename the channel using the target template's naming pattern.
• Replace support permissions with the target template's support roles.
• Automatically unclaim the ticket during transfer.
• Send a short escalation message.
• Send the target template's full initial ticket message.

TIP

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

Forms

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

When forms are enabled, clicking the ticket panel opens a Discord modal. You can add questions, choose short or paragraph answers, set whether each answer is required, and configure minimum and maximum answer lengths.

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 using form variables. This lets support members see the member's issue immediately in the first ticket message.

WARNING

Form titles and question labels can be up to 45 characters. Question 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.

Automation triggers include:

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

Automation actions include:

• Send Message
• Close Ticket

For message-based automations, you can choose whether Invite Tracker checks messages from anyone, only the ticket owner, or only the support team. You can also choose whether the automation checks once or keeps checking until it is stopped.

Advanced automations, including auto-closing inactive tickets, are a Premium feature.

WARNING

Free servers can use 1 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 5 minutes, and any automation delay can be up to 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.

Logs

The Logs tab lets you send ticket lifecycle logs to a text channel.

You can 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 first ticket message.

You can enable or disable the Close, Claim, and Unclaim buttons, set their emoji, change their label, and choose their Discord button style.

INFO

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