Support ticket panels, categories, staff claiming, escalation, and transcripts. Panels, categories, and their behavior are configured entirely from the dashboard; Discord commands handle day-to-day ticket management.

#How it works

From the dashboard, build one or more panels — a message (plain text and/or an embed) posted to a channel, showing one or more categories as buttons (max 5) or a select menu (max 25).
A member opens a ticket by clicking a category. If the category has form questions configured, they answer those first in a modal; the answers are included in the ticket.
Dreamliner creates a private channel or thread (per the category's mode) named from naming_pattern, posts the welcome message, and optionally pings ping_role_ids (then deletes that ping message).
Staff (from the category's support_role_ids, or the plugin-wide staff_role_ids when empty) claim, assign, reply, and manage the ticket. An escalation ladder can ping a role, alert another channel, bump priority, or auto-close a ticket after a set number of minutes without a staff reply.
Closing a ticket generates a transcript, which is posted to transcript_channel_id (falling back to default_transcript_channel_id) and/or DMed to the opener, and can request feedback (a rating) if enabled.

#Configuration

yaml

plugins:
  tickets:
    enabled: true
    config:
      staff_role_ids: []
      log_channel_id: ""
      default_transcript_channel_id: ""
      dm_transcript_on_close: true
      feedback_enabled: false
      max_open_tickets_per_user: 1
      blacklist_notify: true
      panels: []

#Plugin-wide settings

Field	Description
`staff_role_ids`	Support staff roles, used as the fallback when a category has no `support_role_ids` of its own.
`log_channel_id`	Channel for ticket open/claim/close event logs.
`default_transcript_channel_id`	Default transcript channel when a category has no override.
`dm_transcript_on_close`	DM the opener their transcript when the ticket closes.
`feedback_enabled`	Plugin-wide default: DM the opener a rating request after close.
`max_open_tickets_per_user`	Default limit on how many tickets one member may have open at once.
`blacklist_notify`	Tell blacklisted members why their ticket attempt was blocked.
`panels`	Ticket panels for this server — build and edit these from the dashboard, not by hand.

#Panel fields

Field	Description
`name`	Dashboard-only label for this panel.
`enabled`	Turn this panel on or off without deleting it.
`channel_id`	Channel the panel message is posted in.
`style`	`buttons` (max 5 categories) or `select` (max 25 categories).
`content` / `embed`	The panel message's optional text and embed.
`categories`	The panel's categories (see below), 1-25.

#Category fields

Field	Description
`label` / `description` / `emoji` / `button_style`	How the category appears on the panel.
`category_channel_id`	Discord channel category new ticket channels are created under.
`mode`	Open tickets as a private `channel` or a private `thread`.
`naming_pattern`	Channel/thread name pattern. Supports `{number}`, `{username}`, `{category}`.
`welcome_message`	Message posted in the new ticket. Supports `{user}`, `{guild}`, `{category}`, plus each question's answer as `{answer_1}`, `{answer_2}`, ...
`support_role_ids` / `ping_role_ids`	Roles that can see/reply, and roles pinged (then unpinned) when a ticket opens.
`form_questions`	Up to 5 questions asked in a modal before the ticket opens.
`max_open_per_user`	Per-user open-ticket limit for this category. `0` disables new tickets. Empty uses the plugin-wide limit.
`auto_close_hours`	Auto-close after this many hours of opener inactivity. `0` disables.
`escalation`	SLA ladder — up to 10 steps, each firing after N minutes of staff silence (see below).
`close_permission`	Who may close tickets from this category: `opener`, `staff`, or `either`.
`require_close_reason`	Require a reason when closing a ticket.
`transcript_channel_id`	Transcript channel override for this category.
`feedback_enabled`	Per-category override for the plugin-wide feedback setting.

#Escalation steps

Field	Description
`after_minutes`	Trigger this step after this many minutes without a staff reply (or since the ticket opened, if staff never replied).
`action`	`ping_role`, `notify_channel`, `set_priority`, or `close`.
`role_id` / `channel_id` / `priority`	Used by the matching action type.
`message`	Optional note appended to the ping/alert.

Escalation re-arms whenever staff reply again.

#Commands

Command	Permission	Description
`/ticket new`	—	Open a ticket (only when the server has exactly one panel with exactly one category and no form questions — otherwise use the panel buttons/menu)
`/ticket close [reason]`	`close_permission` on the category (opener/staff/either)	Close the ticket in this channel
`/ticket claim` / `unclaim`	`can_claim`	Claim or unclaim the ticket in this channel
`/ticket assign <user>` / `unassign`	`can_assign`	Assign or unassign the ticket to another member
`/ticket status set <status>`	`can_set_status`	Set the ticket's status (Open, In Progress, Awaiting Response, Awaiting Further Information, On Hold)
`/ticket add <user>` / `remove <user>`	`can_add_remove_members`	Add or remove a member from the ticket
`/ticket rename <name>`	`can_manage_panels`	Rename the ticket's channel
`/ticket priority <level>`	`can_claim`	Set the ticket's priority (low/medium/high/urgent)
`/ticket transcript`	—	DM yourself the ticket's latest transcript (posts to the log channel instead if your DMs are closed)
`/ticket stats [member] [days]`	`can_view_stats`	Ticket handler performance stats — closed count, average resolution time, average first-response time
`/ticket blacklist <target> [reason]`	`can_blacklist`	Block a member from opening tickets

Also available: can_reopen (reopen closed tickets), can_view_all (view any ticket, not just ones you're part of), and can_delete (permanently delete tickets) — used by the dashboard's ticket view rather than a dedicated slash command.

Grant these to a Dreamliner Role on the dashboard's Roles page (or /permissions role grant) — see permissions.md.

#Dashboard

Support → Tickets is where panels and categories are built and edited, and where the View Tickets page shows every open/closed ticket with claim, assign, status, and delete actions.

#Requirements

The bot needs Manage Channels (create ticket channels) and, for thread-mode categories, permission to create private threads.
category_channel_id must be set on every category so ticket channels have somewhere to be created.

#Setup

Open the dashboard's Support → Tickets page and create a panel: pick a channel, a style (buttons or select), and an embed/message.
Add at least one category: set its ticket-channel category, naming pattern, welcome message, support roles, and optionally form questions and an escalation ladder.
Save — Dreamliner posts (or reposts) the panel message.
Grant the staff-facing permissions above to your support roles.