Tickets
Private support workflows migrating from PulseTickets.
Start here
Open a private ticket and verify staff can work it
PulseOne → Dashboard → select your server → Modules → Tickets
Open Modules → Tickets and expand Ticket setup.
Set Discord category ID and staff roles; review whether new tickets use channels or threads.
Expand Saved panels, replies, FAQ, blacklist, and keywords and configure a ticket intake surface.
Post a test ticket panel if available, then use a normal member account to open a ticket.
Open Support inbox. Check Tickets you can access, send a staff reply, save a Staff-only note, close the ticket and view its transcript.
Practical example
Create a private support ticket for a general question and verify both the opener and authorized staff can see it.
Before you begin
- No module dependency listed.
- Discord bot permissions for the operational slice: ManageChannels, ManageRoles, ViewChannel, SendMessages, EmbedLinks, AttachFiles, ReadMessageHistory.
- Review staff roles and channel access in your server before using the feature.
Overview of the setup
Before you begin
Define staff roles, categories and ticket surfaces, then choose private channels or threads.
Configure
Build a ticket panel and intake questions; open a sample from a regular member account.
Test and verify
Reply and claim from the inbox, close the ticket, then check transcript, SLA and review records.
Features explained
What each feature does and what to check before publishing or installing the result.
Private channel and thread tickets with panels and categories
Categories and panel buttons determine routing and whether a private channel or thread is opened.
Support inbox, participants, claims, notes, and transcripts
The inbox tracks participants, claims, private notes and transcript output across staff work.
SLA, escalation, staff availability, ratings, and analytics
Set SLA targets and escalation policy, confirm staff availability routing, then inspect analytics.
If it still does not work
- Staff cannot see ticket? Check parent category ID, role access and the bot's channel/thread permissions.
- Settings apply to new tickets: existing tickets can retain the support-role permissions they were created with.
Troubleshooting and safety checks
- Ticket invisible to staff? Check category permissions, bot role position, channel/thread access and participant synchronization.
- If a capability is unavailable in the UI, check the module's current rollout/availability instead of assuming every roadmap item is live.