> ## Documentation Index
> Fetch the complete documentation index at: https://docs.headlesslabs.xyz/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Ticket messages

> Customize the Components V2 panel and private-channel opening message with real text limits, mention controls, and HTTPS links.

Headless stores one panel configuration per server. The Dashboard controls presentation; the available prefix commands cover media, links, accent color, the opening message, and mentions.

## Components V2 panel

The Dashboard can configure the title (up to 90 characters), panel text (1,800), footer (180), open-button label (80), claim/close/transcript labels, accent color, thumbnail, image, GIF, and up to four HTTPS link buttons. Each link label supports up to 80 characters. Media and button URLs must be valid HTTPS links.

### Media, links, and accent color

`.ticket thumbnail`, `.ticket image`, and `.ticket gif` set their respective media; use `off` to clear one. `.ticket button Label | https://...` adds a link or replaces one with the same label; `remove <label>` removes one and `clear` removes all. `.ticket accent #RRGGBB` updates the accent color. Configuration commands require Manage Channels from the actor.

```headless-command Syntax theme={null}
.ticket thumbnail [url]
```

```headless-command Example theme={null}
.ticket thumbnail https://example.com/logo.png
```

```headless-command Syntax theme={null}
.ticket image [url]
```

```headless-command Example theme={null}
.ticket image https://example.com/banner.png
```

```headless-command Syntax theme={null}
.ticket gif [url]
```

```headless-command Example theme={null}
.ticket gif https://example.com/preview.gif
```

```headless-command Syntax theme={null}
.ticket button [definition]
```

```headless-command Example theme={null}
.ticket button Rules | https://example.com/rules
```

```headless-command Syntax theme={null}
.ticket accent [color=#16191F]
```

```headless-command Example theme={null}
.ticket accent #005D68
```

`.ticket thumbnail`, `.ticket image`, and `.ticket gif` set their respective media; use `off` to clear one. `.ticket button Label | https://...` adds a link or replaces the one with that label; `remove <label>` removes one and `clear` removes all. `.ticket accent #RRGGBB` updates the accent color. Configuration commands require Manage Channels from the actor.

## Message inside the ticket

`.ticket open-message <text>` configures the message sent when a private channel is created. It accepts plain text, embeds, global variables, and `ticket.*` variables. The configuration field can hold up to 8,000 characters, but the text body sent to Discord is limited to 2,000. Conditions are processed only in this message and cannot be nested: `{if}`, `{elseif}`, `{else}`, and `{/if}` accept a variable truth test or `==`/`!=` comparison, not arbitrary expressions.

```text Supported condition theme={null}
{if {ticket.open}}Your ticket is open.{else}Contact support.{/if}
```

See [Ticket templates](/docs/en/resources/scripting/tickets.md) for conditional syntax and [Ticket variables](/docs/en/server/tickets/variables.md) for recognized tokens and event availability.

```headless-command Syntax theme={null}
.ticket open-message [message]
```

```headless-command Example theme={null}
.ticket open-message {user} {staff} · Case {ticket} in {server}
```

Also works: `.ticket open-message {if {ticket.open}}Your ticket is open.{else}Contact support.{/if}`

## Mentions and closing DM

`.ticket mention user on|off` and `.ticket mention staff on|off` independently control mentions for the requester and support roles. Both start enabled. Headless allows configured mentions but blocks `@everyone`. The closing DM is also enabled by default and can be turned off in the Dashboard; delivery is best-effort and may fail if Discord disallows direct messages.

```headless-command Syntax theme={null}
.ticket mention <target> [state=on]
```

```headless-command Example theme={null}
.ticket mention user on
```

Also works: `.ticket mention staff off`

**1. Customize the panel**

Set text, labels, and color in the Dashboard. Add only necessary HTTPS links.

**2. Write the opening message**

Use `.ticket open-message` for variables or embeds and account for the actual send limit.

**3. Adjust mentions**

Choose whether to mention the requester and support team; `@everyone` is not allowed.

**4. Test open and close**

Create a test ticket and review the panel, private message, mentions, and optional closing DM.

**Note:**

Mention and DM settings do not change who can view the channel. Configure and test support roles and channel permissions separately.

> [!NOTE]
>
> Separate colors for claim, close, reopen, and delete buttons are not available, nor are reopen/delete actions. The Dashboard exposes one accent color and only the labels supported by the runtime.

## Related pages

* [Ticket panels](/docs/en/server/tickets/panels.md)
* [Ticket options](/docs/en/server/tickets/options.md)
* [Ticket templates](/docs/en/resources/scripting/tickets.md)
* [Ticket variables](/docs/en/server/tickets/variables.md)


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