For staff

Support Tickets

Run private support tickets from Discord

Support tickets are a Pro feature for labels that want a private help desk inside Discord. The public side is simple: users click a button and fill out a short form. The staff side stays private in the channel you choose.

How tickets work

Staff chooses a private ticket channel.
Staff posts a public ticket panel.
A user clicks Open Ticket and fills out the form.
Vektra posts the ticket card in the private staff channel.
Staff can resolve the ticket or DM the user from the card.

The submitter cannot see the staff ticket card or staff discussion thread. They only receive a confirmation that the ticket was opened.

Pro and Pro+ staff can also review tickets from the dashboard, change ticket status, and DM the user from the ticket detail view.

Setup

Set the private staff ticket channel:

/ticket_channel channel:#staff-tickets

Post the public ticket panel:

/ticket_panel channel:#support

Users click the button on that panel to open tickets.

Staff actions

Ticket cards include:

Resolved: marks the ticket as resolved.
DM: sends a message to the user through Vektra.

When staff uses the DM button, the user's direct reply to that bot message is forwarded back into the matching ticket thread. The DM button stays available after a ticket is resolved.

Dashboard review

In the dashboard, tickets appear separately from demo submissions so staff can keep support work out of the A&R queue.

Change ticket status to Open, Waiting, Answered, or Resolved.
DM the ticket opener from the web.
Keep the private staff channel as the source of truth for the ticket card and thread.

The user never sees the private staff card. Replies still route back through the bot when they reply directly to the bot's DM.

Ticket commands

Command	Description
`/ticket_channel channel:<channel>`	Set the private staff channel where ticket cards appear.
`/ticket_panel channel:<channel>`	Post the public button panel users click to open tickets.
`/tickets status:<optional>`	List recent support tickets.
`/ticket_set ticket_id:<id> new_status:<status>`	Update a support ticket status.

Available ticket statuses:

Open
Waiting
Answered
Resolved

Best practices

Keep the staff ticket channel private.
Use the DM button instead of manually messaging users, so replies return to the correct thread.
Resolve tickets when the issue is finished.
Use clear subject lines so staff can scan tickets quickly.