Tickets
Tickets gives your server a complete support workflow. Members can open a private ticket from a panel or command, staff can claim and route it, and Strom keeps its history and transcript after it closes.
- Department-based ticket routing and permissions
- Button and select-menu ticket panels
- Staff claiming, assignment, transfer, notes, tags, and member management
- Custom priorities and first-response SLA tracking
- Country-based holiday calendar settings and UTC business hours
- Per-member limits, cooldowns, and automatic inactivity handling
- Search, statistics, history, and temporary transcript links
Setup
- Open your server in the Strom Dashboard and select Tickets.
- Enable the module.
- Create a department such as Billing or Technical Support.
- Choose its category, country, support roles, ticket limits, messages, and staff permissions.
- Create a ticket panel, connect its buttons or menu options to departments, and deploy it to a Discord channel.
Strom needs permission to view and manage the configured channels, send messages, embed links, attach files, and manage channel permissions.
Departments
Each department controls where its tickets are created and who can work on them. Department settings include:
- category and staff notification channel;
- support roles and directly assigned staff;
- maximum open tickets per member and open cooldown;
- opening message and ticket channel naming;
- claim, assignment, transfer, tags, notes, and priority permissions;
- inactivity warnings and automatic closing;
- priority levels, first-response targets, and SLA escalation behavior;
- UTC business hours, active days, and country-based holiday calendar settings.
The department slug is used by /ticket create and deployed panels. Avoid changing it after sharing commands or deploying a panel.
Ticket panels
Panels are the messages members use to open tickets. Build the embed, choose a button or select-menu layout, map each option to a department, and add optional intake questions. Deploy the panel after saving it.
Version 1.2.1 requires at least one active, non-archived department before you can create a panel. The New panel button remains disabled until one is available, and panel creation is also rejected by the server when the requirement is not met.
Every department selected in a panel must remain active. If a selected department is archived, disabled, or deleted, update and redeploy the panel with an available department.
Business hours and holidays
Each department can define the schedule used by its SLA timers:
- Opens (UTC) and Closes (UTC) set the daily business window.
- Active days choose the weekdays when the SLA clock can run.
- Business hours only pauses timed targets outside the configured window.
- Country selects the holiday calendar associated with the department.
- Holiday calendar associates the selected country’s dates with the department schedule.
::: info UTC schedule in v1.2.1 Business opening and closing times are entered and calculated in UTC. Convert local office hours to UTC before saving them. This removes browser and server timezone differences that could otherwise delay alerts or calculate a deadline incorrectly. :::
The country list contains calendars currently available to Strom. A country is required when creating or updating a department. Review existing department schedules after upgrading, especially if their previous hours were entered as local time.
Member commands
Commands work as slash and prefix commands. Prefix examples use the default ! prefix.
| Slash command | Prefix command | Description |
|---|---|---|
/ticket create department:<slug> subject:<text> | !ticket create <department> "<subject>" | Open a ticket in a department. |
/ticket list [page] | !ticket list [page] | List tickets visible to you. |
/ticket search query:<text> [page] | !ticket search <query> [page] | Search by ticket ID, subject, opener, tag, mention, or user ID. |
/ticket info | !ticket info | Show information about the current ticket. |
/ticket history | !ticket history | Show the current ticket’s stored history. |
/ticket stats | !ticket stats | Show ticket counts visible to you. |
/ticket panel | !ticket panel | List deployed ticket panels. |
/ticket close reason:<text> | !ticket close <reason> | Close the current ticket. |
/ticket transcript ticket:<id> | !ticket transcript <id> | Get a temporary transcript link when authorized. |
/ticket department list | !ticket department list | List active departments. |
/ticket department my | !ticket department my | Show departments you belong to. |
Transcript links expire after 6 minutes and are limited to the ticket owner, server administrators, and authorized department staff.
Staff commands
Most staff commands must be used inside a ticket channel. Access also depends on the department’s configured staff permissions.
| Command | Description |
|---|---|
/ticket claim and /ticket unclaim | Take or release ownership of a ticket. |
/ticket assign user:<member> | Assign the ticket to department staff. |
/ticket transfer department:<name> [reason] | Move the ticket to another department. |
/ticket member add user:<member> | Add a participant to the ticket. |
/ticket member remove user:<member> | Remove an added participant. |
/ticket lock and /ticket unlock | Disable or restore member replies. |
/ticket rename name:<text> | Rename the ticket channel. |
/ticket priority level:<level> | Change its priority when the department allows it. |
/ticket tags values:<tags|clear> | Set department tags or clear them. |
/ticket note content:<text> | Add an internal staff note. |
/ticket sla target:<duration|clear> | Override or clear the ticket SLA target. |
Administration commands
| Command | Description |
|---|---|
/tickets [department] [page] | List server tickets, optionally filtered by department. |
/ticket blacklist user:<member> [reason] | Block a member from opening tickets in the server. |
/ticket whitelist user:<member> | Remove a member from the ticket blacklist. |
/ticket department assign department:<name> [user] | Add direct department staff membership. |
/ticket department unassign department:<name> [user] | Remove direct department staff membership. |
/ticket cleanup scope:<ticket|all> [ticket] | Permanently delete one or all stored tickets and linked resources. |
The all cleanup scope removes every stored ticket and its linked resources for the server. This command is restricted to the server owner.
Troubleshooting
::: details Members cannot open tickets Confirm the module and target department are active, the member is not blacklisted, their open-ticket limit and cooldown allow another ticket, and Strom can create channels in the configured category. :::
::: details The New panel button is disabled Create or restore at least one department, enable it, and make sure it is not archived. Panel creation also remains unavailable when the server has reached its plan’s panel limit. :::
::: details Staff cannot see a new ticket Add at least one support role or direct staff member to the department and confirm Strom can update channel permission overwrites. :::
::: details A panel opens the wrong department Edit and redeploy the panel. Check that every button or menu option points to the intended active department slug. :::
::: details SLA alerts use the wrong time Business hours use UTC in version 1.2.1. Convert the intended local opening and closing times to UTC, verify the active days, and save the department again. :::
::: details The expected holiday is missing from the dashboard Open the department’s SLA settings, select the correct country, and enable Holiday calendar. Only countries with an available calendar appear in the selector. :::
::: details The transcript link expired Run /ticket transcript again. Each secure link is temporary and expires after 6 minutes. :::