Tickets

A support desk inside your server: the panel and its buttons, claiming, why the transcript is written before the channel goes anywhere, and why the security engine steps back inside a ticket.

A support desk inside your own server, included from Guard upwards.

It is off until you switch it on.

How it works

You post a panel: one message, in a channel you choose, with a button on it. A member presses the button and gets a private channel with your staff in it. They talk, staff answer, and the ticket is closed when it is done.

Nothing about that requires the member to leave Discord, learn a second tool, or send anybody a direct message.

The panel

The panel is a message, so it has a title, a body, a colour and an optional footer, all of which you write.

Editing it later edits the message that is already there rather than posting a second one. That matters more than it sounds: two panels in a channel means somebody eventually presses the older one, and the copy on it was frozen the day it went up.

Ticket types

Each button on the panel is a ticket type. A type has its own label, its own optional emoji, and its own opening line, which is the first thing the member reads once the channel opens.

That opening line is the reason types exist. "Describe what happened" and "Tell us your order number" are not the same conversation, and almost all of the difference is in how it starts. Everything else is shared: the same staff, the same categories, the same limits.

Staff, and claiming

You nominate the roles that count as staff. They can see every ticket, claim one and close it.

Claiming is how two people stop answering the same person. A ticket shows who took it, and a second person pressing claim is told who got there first rather than quietly joining the conversation behind them.

Closing, and transcripts

Closing posts the whole conversation to an archive channel, and only then archives or deletes the ticket channel.

The order is deliberate and it is not an implementation detail. If posting the transcript fails, for any reason, neither the archive nor the delete happens and the channel is left exactly as it was. There is no sequence of events in which closing a ticket loses what was said in it.

Archiving moves the channel to a closed category and takes the opener's access away, which is reversible. Deleting is not, and exists because Discord limits how many channels a server can have at all. Archiving is the default.

Why the engine steps back inside a ticket

Scanning is off inside ticket channels by default.

This is the one setting here worth understanding rather than accepting. A member opening a ticket to report a fraud has to paste the thing that makes it a fraud: the address, the link, the screenshot. Those are exactly the signals the security engine exists to act on. Having their report deleted by the bot they are reporting it to is the worst possible introduction to the product, and it teaches them not to report the next one.

If you would rather keep some of it running, a relaxed setting keeps impersonation and fake-support detection on while leaving ordinary links alone.

Separately, you can decide what a member may share inside a ticket regardless of what the rest of the server allows. Attachments are a Discord permission, so allowing them here works whether or not scanning is on. Links and invites are Wardnox rules, so those only take effect while scanning is on, and the dashboard says so rather than implying an enforcement that is not there.

Limits worth knowing

One open ticket per member, by default. Somebody who can open ten channels can make ten channels nobody reads, and the usual result is a support category staff stop opening. Raise it when you have the people to answer it.

Give it more than one category. Discord caps how many channels a category holds, and a busy support server reaches that. Wardnox fills the first category that has room and moves to the next. With only one configured, that ceiling is not something you can raise, it is simply where ticketing stops working.

Set a transcript channel before you go live. Without one, closing a ticket would lose the conversation, so Wardnox refuses to close it and says why.

If a ticket channel is deleted in Discord

The ticket is closed automatically. Deleting the channel by hand used to leave the ticket counted as open forever, which quietly used up the member's allowance and gave them no way to open another.