> ## Documentation Index
> Fetch the complete documentation index at: https://docs.prowlbot.xyz/llms.txt
> Use this file to discover all available pages before exploring further.

# 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:

<Steps>
  <Step title="Member Opens a Ticket">
    A member clicks the **Open a Ticket** button on your ticket panel (posted by Prowl in a support channel).
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>

  <Step title="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.
  </Step>
</Steps>

## Setting Up Tickets

### Via Slash Command

Run the setup command in any channel:

```text theme={null}
/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

<Steps>
  <Step title="Go to Tickets in the Dashboard">
    Open [prowlbot.xyz](https://prowlbot.xyz), select your server, and click **Tickets** in the left sidebar.
  </Step>

  <Step title="Configure Settings">
    Set the ticket category, support role, log channel, welcome message, and ticket limit.
  </Step>

  <Step title="Post the Panel">
    Click **Send Panel** to post the ticket button to your chosen channel, or use `/ticket panel`.
  </Step>
</Steps>

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

## 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:

```text theme={null}
/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.

<Tip>
  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.
</Tip>

## Best Practices

<CardGroup cols={2}>
  <Card title="Set a Welcome Message" icon="message" href="/features/tickets">
    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.
  </Card>

  <Card title="Set a Ticket Limit" icon="lock" href="/features/tickets">
    Use the ticket limit setting to prevent spam. A limit of 3 tickets per user is a good starting point for most servers.
  </Card>

  <Card title="Use Pre-Ticket Questions" icon="clipboard-question" href="/features/tickets">
    Configure up to 5 questions that members must answer before the ticket is created. This gives staff context before they even open the channel.
  </Card>

  <Card title="Review Tickets Regularly" icon="clock" href="/features/tickets">
    Check your open tickets periodically. Stale tickets lead to frustrated members — a quick response goes a long way.
  </Card>
</CardGroup>