Tickets are your city’s help desk on Discord. The bot posts a pinned panel with a menu of subjects; the member picks a category, answers a short form and gets a private channel with the team. When the ticket closes, they rate the support and get the conversation’s transcript. This page is for owners and staff who set up and follow tickets in Discord → Tickets.
The Discord module must be in the organization’s plan, and the bot must be connected to the Discord server (see Bot).
Tickets come with every plan. What changes per plan:
Plan
Ticket categories per bot
Longest transcript expiration
Plus
5
30 days
Pro
15
180 days
Ultra
25
1 year
The AI agent only turns on if FiveDash AI is in the organization’s plan (add it in Settings → Plan).
The bot’s role needs the Manage Channels, Manage Roles, Connect and Speak permissions to create ticket channels and calls. If one is missing, the page shows a notice naming each one.
The menu’s options. Each one opens tickets in a Discord category, with its own team and form. Use Move up / Move down to reorder, Edit to open a category and Delete category to remove it. Discord’s menu takes up to 25 options; your plan’s limit applies first.
When editing or creating a category (New category):
Field
What it does
Limit
Name
The option’s name in the menu, with an optional emoji (from the bot’s pack or Unicode). Required.
80 characters
Description
The smaller line below the name in the menu. Optional.
100 characters
Open tickets in
The Discord channel category where each ticket is created. Without one, the channel goes At the top of the server.
—
This category’s team
Roles that handle only this category. Empty uses the Default team (the support team). With roles picked, only they (and administrators) see and handle these tickets.
10 roles
Form questions
The questions of the window that opens when the category is picked. The answers go into the ticket’s message. With no questions, the ticket opens right away.
5 questions
Each question (Add question) has:
Field
What it does
Default
Question
The text above the field. Required.
Up to 45 characters
Sample
Dimmed text inside the field before answering. Optional.
How many open tickets each member can have at the same time: 1, 2, 3 or 5. Anyone over the limit gets links to the tickets they already have.
1 at a time
Member can close
Whoever opened the ticket can close it too, not just the team.
On
Temporary calls
With the Start call button, the support team opens a voice channel just for the people in the ticket. It goes away when the team ends it or the ticket closes.
On
Support hours
Tickets only open on the chosen days and hours (Brasília time). Outside them, the menu says tickets are closed and when they open.
Off
Days and hours
The weekdays and the Opens at and Closes at fields. An end before the start runs past midnight (e.g. 18:00 to 02:00).
When the ticket closes, whoever opened it gets a DM asking for 1 to 5 stars and a comment. The score counts toward the team’s leaderboard. Off, existing scores stay on the leaderboard.
On
Ratings channel
Optional. Each rating becomes a message here, with the stars; the comment is added when the person writes one. Without a channel, it goes to the Log channel.
On close, the conversation (messages, images and embeds) is saved and whoever opened it gets the link by DM. Off, nothing is saved, no link is sent and links already created stop working.
On
Expiration
How long the transcript and its link stay available after the ticket closes: 7 days, 1 month, 3 months, 6 months or 1 year, up to your plan’s maximum.
If the category has questions, the form window opens; on submit, the answers go into the ticket’s message.
The bot creates the private channel, tells the member (Go to the ticket) and, with Mention the team on, mentions the support roles.
The ticket’s message shows Opened by, Assigned to and the buttons below. (Buttons follow the city’s language; these are the English labels.)
Button
Who can
What it does
Claim
Support team
Marks you as the assignee. The button turns into Claimed by and the member is told. Only one person claims each ticket.
Start call / End call
Support team
Opens (or closes) a voice channel just for the people in the ticket. Shows with Temporary calls on.
Add
Support team
Adds up to 10 people to the ticket at once.
Remove
Support team
Removes people who were added.
Close
Support team, and the opener if Member can close is on
Opens the Close ticket window with Reason (optional) (up to 300 characters).
Reopen
Support team
Shows on a closed ticket. Gives the opener access again.
Delete
Support team
Shows on a closed ticket. Asks for confirmation (Delete ticket) and deletes the channel for everyone.
On close, the channel moves to the Closed tickets category (if set), only the team can see it, and the bot says in how many days it is deleted unless someone reopens it. The opener gets by DM:
the Transcript of ticket with the View transcript button (with transcripts on);
the rating request with 1 to 5 stars and the Leave a comment button (with rating on).
Shows who claimed the most tickets in the period (Week, Month or All time), with the ticket count and the average rating. The week starts on Monday (Brasília time). Click a person to see their profile.
Search in Search by member, number or category (the member’s ID works too).
Filter by All, Open, Closed or Deleted.
Columns: Ticket, Member, Assignee, Status, Rating and Opened. AI agent tickets show Resolved by AI, AI handling or Team called.
Click Refresh to fetch new tickets. Pick 10, 25 or 50 rows per page.
Click a ticket to open its history: the full conversation, who opened it, the assignee, the rating and when it closed. While the channel still exists, Refresh conversation fetches the newest messages from Discord.
The agent answers tickets as the bot, in plain messages, before the team. It only uses what you allow and, when it doesn’t know or the subject needs a decision, it calls the team and stops replying. It also stops as soon as someone on the team writes or claims the ticket.
FiveDash AI must be in the organization’s plan, and the Message Content Intent must be on in the Developer Portal. Without the intent, the tab shows a notice and the agent can’t be turned on.
Open the AI agent tab
Go to Discord → Tickets → AI agent.
Adjust and save
Fill in name, tone, instructions, categories and notes. Save on the bar at the bottom.
Test first
Click Test to open Test the AI agent. Pick the test ticket’s category and write as the player. The test uses what’s on screen, without saving.
Turn it on
Turn on AI agent on. New tickets now open with the agent.
How the agent introduces itself in the ticket (up to 32 characters).
Luna
Identity
Tone
Friendly (warm and close), Professional (polite and direct, no slang) or Casual (light and informal).
Friendly
Identity
Team instructions
What the agent should know or never do (up to 2000 characters).
Empty
Knowledge
The ticket’s form and conversation
What the player answered when opening it and everything said in the channel.
Always
Knowledge
City rules
The pages published in the Rules module, with a link for the player when the site is online.
On
Knowledge
Store
The products on sale and the orders of whoever opened the ticket.
On
Knowledge
Player’s files
Screenshots, PDFs and text files (logs, configs) the player sends.
On
Knowledge
Team notes
Ready answers that outweigh everything else: FAQs, prices, step-by-steps. Each has a title (up to 80) and text (up to 2000).
None (up to 20)
Support
Categories
The tickets the agent handles. The others wait for the team.
All
Support
Reply on open
As soon as the ticket opens, the agent greets the player and answers what they wrote in the form.
On
Support
Close the ticket
When the player says it’s solved or asks to close, the agent says goodbye and closes it. The transcript and the rating go out as usual.
On
Calling the team
“Talk to the team” button
Sits below the first reply, so the player can call a person whenever they want.
On
Calling the team
Call after
After 4, 6 or 10 replies, if the player still needs help, the agent calls the team. Or Only when needed.
6 replies
Calling the team
Mention the team on open
Off, the support roles are only mentioned when the agent hands the ticket over. On, they’re mentioned when it opens too.
Off
Calling the team
Handoff message
What the agent says before stepping out (up to 400). Right after, a notice mentions the team with the reason and a summary of what it saw.
I’m getting someone from the team to continue with you, just a moment.
The agent replies at most 30 times per ticket; after that, it calls the team. If FiveDash AI leaves the plan, the tickets it was handling go to the team.
The tab also shows the last 30 days: Handled, Without the team, With the team, First reply (median) and Why the agent called the team.
A member says the menu tells them tickets are closed.Support hours is on and it’s outside the chosen days or hours (Brasília time). Adjust it in Settings → Support or turn the hours off.
I changed the texts and the panel on Discord didn’t change.
Saving already updates the published panel. If you see Saved, but the panel wasn’t updated, check that the bot can still write in the channel and click Resend panel.
Why can’t I pick “Never expires” for transcripts?
Expiration goes up to your plan’s maximum: 30 days on Plus, 180 days on Pro and 1 year on Ultra.
The transcript shows “Text hidden by Discord”.
The bot’s Message Content Intent is off. Turn it on in Bot → Privileged Gateway Intents in the Developer Portal; new tickets save the full text.