Private Support Tickets for Your Discord Server — Prowl

Prowl’s ticket system creates private support channels for your members, with staff controls, transcripts, and category routing from the dashboard.

Prowl’s ticket system gives your community a structured, professional way to request help. When a member opens a ticket, Prowl automatically creates a private channel visible only to that member and your designated support staff — no public threads, no lost DMs, and no manual channel creation.

How Tickets Work

The ticket lifecycle follows a straightforward flow:

1. Member Opens a Ticket

   A member clicks the Open a Ticket button on your ticket panel (posted by Prowl in a support channel).

2. Private Channel Created

   Prowl instantly creates a private text channel — for example, ticket-0042-username. Only the member who opened it, your configured support role, and server administrators can see the channel.

3. Staff Respond

   Staff members jump into the channel, ask questions, provide help, or escalate as needed. Prowl posts an opening message with context so staff have full information from the start.

4. Ticket Is Closed

   Once the issue is resolved, a staff member closes the ticket. Prowl saves a transcript of the conversation and the channel is deleted.

Setting Up Tickets

Via Slash Command

Run the setup command in any channel:

/ticket setup <category> [role] [log_channel]

Parameter	Description
category	The channel category where ticket channels will be created
role	The support staff role that can see and respond to tickets
log_channel	Channel where transcripts are posted when a ticket closes

Via Dashboard

1. Go to Tickets in the Dashboard

   Open prowlbot.xyz, select your server, and click Tickets in the left sidebar.

2. Configure Settings

   Set the ticket category, support role, log channel, welcome message, and ticket limit.

3. Post the Panel

   Click Send Panel to post the ticket button to your chosen channel, or use /ticket panel.

Create a dedicated #open-a-ticket channel and restrict other members from posting in it. This keeps the panel clean and easy to find.

Ticket Settings

Setting	Default	Description
Enabled	Off	Toggle the ticket system on or off
Category	None	Channel category for new ticket channels
Support Role	None	Role that can see and manage tickets
Log Channel	None	Channel where transcripts are posted on close
Welcome Message	”Support will be with you shortly. Please describe your issue.”	Message posted when a ticket is opened
Ticket Limit	3	Maximum open tickets per user
Auto-Close Hours	0	Automatically close tickets after N hours of inactivity (0 = disabled)
Questions	None	Up to 5 pre-ticket questions presented in a modal before the ticket is created

Ticket Panel

The ticket panel is a message with a button that members click to open a ticket. You can send it via:

/ticket panel

The panel embed is configurable from the dashboard — you can customise the title, description, and colour.

Managing Tickets

Adding and Removing Users

Command	Description	Permission
/ticket add <user>	Add a user to the current ticket channel	None
/ticket remove <user>	Remove a user from the current ticket channel	None

Renaming and Stats

Command	Description	Permission
/ticket rename <name>	Rename the ticket channel	Manage Channels
/ticket stats	View ticket statistics	Manage Server

Transcripts

When a ticket is closed, Prowl automatically saves a transcript of the last 100 messages and posts it to your configured log channel. Transcripts capture messages and context from the ticket conversation.

Set a dedicated #ticket-logs channel for transcripts. This gives your team a quick audit trail without needing to visit the dashboard for every review.

Best Practices

Set a Welcome Message

Customise the ticket welcome message to prompt members for the right information upfront — for example, ask bug reporters to include steps to reproduce. This reduces back-and-forth.

Set a Ticket Limit

Use the ticket limit setting to prevent spam. A limit of 3 tickets per user is a good starting point for most servers.

Use Pre-Ticket Questions

Configure up to 5 questions that members must answer before the ticket is created. This gives staff context before they even open the channel.

Review Tickets Regularly

Check your open tickets periodically. Stale tickets lead to frustrated members — a quick response goes a long way.