Support Tickets
Give your community a reliable way to get help. Zander's support ticket system works seamlessly across Discord and the web, with categories, staff-only internal notes, escalation, and permission-based access control so the right staff see the right tickets.
📸 Screenshot: The /support page showing a player's open tickets with status badges and category labels
For Players
Opening a Ticket
Tickets can be opened in two ways:
- Discord: Click the Create Ticket button in your server's support channel, or use
/ticket create. - Web: Go to /support/create and fill in the form.
Select the appropriate category when creating your ticket — this determines which staff team receives it.
Viewing Your Tickets
All your open and closed tickets are listed at /support once you're logged in. Click any ticket to view the full conversation.
If you've received a punishment and want to appeal it, head to /appeal instead — appeals are routed directly into the ticket system as a dedicated appeal ticket.
For Staff
Ticket Dashboard
The support dashboard at Dashboard → Support (requires zander.web.tickets) gives staff a full view of all tickets in their accessible categories.
📸 Screenshot: The support dashboard showing a list of open tickets across multiple categories, with status, priority, and last-updated columns
Features available from the dashboard:
- Filter tickets by category, status, or assigned staff
- Reply with a public reply (visible to the ticket creator) or an internal note (staff only)
- Update ticket status, reassign to a different category, escalate, lock, or close
Ticket Statuses
| Status | Description |
|---|---|
open | Active — awaiting a response |
pending | Waiting on additional information from the player |
closed | Resolved and closed |
locked | Replies restricted to staff only |
escalated | Raised to a higher support tier |
Discord Ticket Commands
When working from within a ticket channel in Discord, staff can use these /ticket subcommands:
| Subcommand | Who | Description |
|---|---|---|
/ticket status <status> | Staff | Update the ticket status |
/ticket close | Staff or ticket owner | Close the ticket |
/ticket lock | Staff | Lock replies to staff only |
/ticket add <user|role> | Staff | Add a participant to the ticket |
/ticket remove <user|role> | Staff | Remove a participant |
/ticket manual <user> <subject> <description> | Staff (ManageChannels) | Open a ticket on behalf of a player |
Setting Up the Ticket Panel
Use /ticket panel [channel] [category] to post a "Create Ticket" button in any channel. Players can click this button to open a ticket at any time (requires ManageChannels permission).
📸 Screenshot: A Discord support channel showing the "Create Ticket" button embed
Categories
Ticket categories control how tickets are routed and which staff have access.
Manage categories from Dashboard → Support → Categories.
Each category has:
- A name and slug (used in permission nodes)
- A list of staff roles — LuckPerms groups that have access to tickets in this category
Category Permissions
| Permission | Description |
|---|---|
zander.web.tickets | Base permission — access the support dashboard |
zander.web.tickets.<slug> | Access tickets in a specific category (e.g. zander.web.tickets.general) |
zander.web.tickets.* | Access tickets in all categories |
Use category-specific permission nodes to create specialised support teams — for example, give your moderation team zander.web.tickets.appeals without granting access to general enquiries.
Configuration
Set your Discord ticket category and support panel channel in config.json:
"discord": {
"supportPanelChannelId": "CHANNEL_ID",
"supportTicketCategoryId": "CATEGORY_ID"
}
Ticket channels are created inside supportTicketCategoryId in Discord when a ticket is opened.