Tickets

Panels and ticket types

A panel is the message members use to open tickets. Build it in the dashboard panel editor as a button panel or a dropdown panel, add one or more ticket types, customize the message, and post it to a channel. You can edit and re-post a panel any time.

Each ticket type has its own settings:

• Category the new channel is created under, and an optional closed category it moves to on close.
• Support roles added to the ticket and ping roles notified when it opens.
• Intake form: up to five short or paragraph questions shown as a popup before the ticket opens.
• Welcome message (text or embed) posted inside the new ticket.
• Channel name templates, a per-type open limit, and a cooldown.
• Role changes applied on open and on close.
• A log and transcript channel override, so this type can log to its own channel.

Ticket lifecycle

• Claim / Unclaim / Reassign so one staff member owns the ticket.
• Escalate to move a ticket to another type, with an optional history scrub for privacy.
• Close (with an optional two-step confirmation), Reopen, and Delete.

Staff can also run these as commands: prefix shortcuts that follow your command prefix (for example !claim, !close, !reopen, !escalate) and slash commands grouped under /ticket (for example /ticket close). Manage them on the Commands page: set the prefix, choose slash or prefix mode, and toggle the ticket commands on or off.

Saved replies (macros)

Create reusable canned responses in the dashboard and drop them into a ticket with /reply <name>. Replies support {server} and {user} variables. (Pro and up.)

Transcripts

When a ticket closes, VantaSupport can save a full HTML transcript and post it to your transcript channel and/or DM it to the opener. On Pro and up, attachments are re-hosted so they stay available after Discord links expire.

Automation

• Inactivity auto-close: warn the opener after N hours of silence, then close after M hours. (Pro and up.)
• Working hours: gate ticket opening to a weekly schedule in your timezone.
• Auto-close on leave: close a member tickets when they leave the server.

Analytics and SLAs

• Ticket analytics: volume over time, average resolution time, demand by type, and top openers. (Pro and up.)
• Staff leaderboard: tickets claimed and closed, average first response, and average resolution per staff member.
• SLA targets: first-response and resolution targets per type with breach alerts and attainment tracking. (Premium and up.)