Tickets

Off by default

Members open a private ticket from a panel; your staff answer in a channel or private thread. Closed tickets keep a transcript members can read on the web.

On this page

Set it upLink to this section

Open the dashboard and pick your server. Sign in with Discord if you haven’t.
Find Tickets in the module list (press / to filter it, or ⌘K and type its name) and turn it on.
Go through the settings below. Simple mode shows the essentials; switch to Advanced for the rest.
Try it in Discord: /ticket. Staff can restrict or turn off each command in Commands.

Tips

Add an intake form so the first message already has the details you need.
Members find their tickets and transcripts on their Kovu profile.

SettingsLink to this section

What you’ll find on the Tickets page of the dashboard. Settings marked Advanced only show in Advanced mode.

Logs and transcripts

Ticket log channelChannel: Kovu posts when tickets open, get claimed, close, get rated or get deleted.
Transcript channelChannel: Where transcripts go when a ticket closes.
Save transcriptsOn/off: Keep an HTML copy of every ticket when it closes: messages, attachments, embeds and avatars. Staff and the member can read it on kovu.gg.
Attach the transcript fileAdvancedOn/off: Adds the HTML file to the transcript post, next to the web link.
DM the transcript to the memberOn/off: Sends the member who opened the ticket a link to its transcript.
Delete transcripts automaticallyOn/off: Kovu deletes each transcript a while after it was saved. Off: transcripts stay until your staff delete them.
Keep transcripts for (days)Number: From 7 to 365 days after the ticket’s transcript was saved. Default 90.

Handling tickets

ClaimingOn/off: Staff can claim a ticket so everyone knows who is handling it.
Ask for a ratingOn/off: When a ticket closes, Kovu DMs the member a 1–5 rating. Ratings go to the ticket log.
Ask before closingAdvancedOn/off: Pressing Close asks for a confirmation first.
Members can close their own ticketsAdvancedOn/off
Moderators are staff everywhereAdvancedOn/off: Members with a mod role or moderation permissions handle every panel’s tickets. Off: only each panel’s staff roles do.
Show the priority in the channel nameAdvancedOn/off: Adds 🟢 🟡 🟠 🔴 in front of the name. Discord allows two renames per 10 minutes.

Closing and cleanup

Delete closed tickets afterDuration: The channel or thread is deleted this long after closing. 0 keeps closed tickets.
Close inactive ticketsOn/off: Tickets nobody writes in are closed automatically.
Close after this long without messagesDuration
Warn this long before closingAdvancedDuration: 0 closes without a warning.
Close tickets when the member leavesAdvancedOn/off

CommandsLink to this section

Each command works as a slash command and with your server’s prefix. Staff can restrict or turn off any of them in Commands.

/ticket

Everyone

Open and handle support tickets

8 options

open panel (optional): The kind of ticket (default: the first panel)
open reason (optional): What you need help with
close reason (optional): Why it is closed
assign user: The staff member
add user: Who to add
remove user: Who to remove
rename name: New name
priority level: Priority

Examples

?ticket close
?ticket add @alex
?ticket priority high
?ticket rename refund

/tickets

Moderators

Ticket lists and panels for staff

/tickets list [status] [user]/tickets panels/tickets stats [days] [user]/tickets post <panel>?tickets [list|panels|post|stats] …

5 options

list status (optional): Which tickets (default: open)
list user (optional): Only tickets this member opened
stats days (optional): How far back (default: 30 days)
stats user (optional): Only this staff member
post panel: The panel (name or number)

Examples

?tickets
?tickets closed @alex
?tickets panels
?tickets post Support
?tickets stats 7

Ready to try Tickets?

Pick your server, turn it on and save. Changes reach Discord in seconds.

Open the dashboard