> ## 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.

# Tickets overview

> Configure the Headless private support panel, understand its limits, and test the workflow before launch.

The Tickets system gives server members a private way to contact your team. A button on the panel opens a private channel with a short intake form and staff controls.

## What Tickets supports

Headless keeps one panel per server. From that panel, a member can open a private conversation; staff can claim it, generate a transcript, and close it.

> [!NOTE]
>
> Tickets configuration is server-wide, not per-panel. Headless does not provide multiple panels, a category dropdown, or reusable forms.

> **Limits**
>
> * One panel per server.
> * `1–10` concurrent tickets per member; the initial value is 2.
> * Up to 25 support roles.
> * Up to 4 additional HTTPS links in the panel.
> * Transcripts include `25–5,000` messages; the initial value is 500.
> * A closed channel is deleted after 0–86,400 seconds; the initial delay is 10 seconds.

> **Messages and transcripts**
>
> * The panel supports a configurable opening message and optional mentions for the requester or support team.
> * Default text and labels are in English. Headless migrates recognized legacy defaults and preserves saved custom text.
> * The initial reason is requested in a modal by default. The Dashboard can disable that requirement.
> * You can set a message for the private channel and an explicit channel for logs and transcripts.
> * `.ticket transcript` creates a text file when the ticket and log-channel requirements are met.

> **Roles and privacy**
>
> * Configured support roles can view and claim tickets.
> * Each ticket is a private channel with channel permissions. Configure the bot's role and position so it can create the channel and its permission overwrites.
> * Restrict the log channel: transcripts may contain messages, identifiers, and attachment links.
> * Headless does not provide a ticket blacklist or commands to add participants manually.

> **Lifecycle and automation**
>
> * The supported workflow is open, claim, transcript, and close.
> * When a ticket closes, Headless retains its record and schedules channel deletion using the configured delay. A delay of `0` deletes the channel immediately.
> * There are no inactivity reminders, idle auto-close, close-on-leave, reopen, or move-between-categories workflows.

> **Panel and appearance**
>
> * The panel uses one button to open the intake form; it does not have multiple ticket-type buttons or a dropdown mode.
> * You can customize the accent color, opening message, thumbnail, image, or GIF.
> * Up to four additional buttons can link to HTTPS URLs. They do not create separate ticket types.

## Quick setup

Follow these steps to publish the panel and check permissions before inviting the whole community to use it.

> [!NOTE]
>
> Configuration commands require `Manage Channels` (or a matching Fake Permission if configured). Headless also needs its native Discord permissions; Fake Permissions do not replace the bot's permissions.

**1. Choose the channels**

Select a public text channel for the panel and, optionally, a category where private ticket channels will be created.

**2. Run setup**

Use `.ticket setup #panel [#category]`. The command enables Tickets, saves the destinations, publishes the panel, and displays a permission diagnostic.

**3. Add your team**

Configure one or more roles with `.ticket role @support`. Each configured role receives access to ticket channels.

**4. Configure logs**

Use `.ticket log #ticket-logs` to set the log and transcript destination; confirm that only authorized staff can view it.

**5. Test the workflow**

Open a test ticket, inspect the initial reason and channel permissions, claim it, generate a transcript, and close it.

> [!WARNING]
>
> Setup may publish the panel while reporting `REVISAR` when required permissions are missing. Resolve the diagnostic and test private-channel creation; a published panel does not guarantee that later actions will work.

## Syntax and example

```headless-command Syntax theme={null}
.ticket setup <panel_channel> [category]
```

```headless-command Example theme={null}
.ticket setup #help #tickets
```

```headless-command Syntax theme={null}
.ticket role <role>
```

```headless-command Example theme={null}
.ticket role @Support
```

```headless-command Syntax theme={null}
.ticket log <channel>
```

```headless-command Example theme={null}
.ticket log #ticket-records
```

> [!TIP]
>
> Test the panel with an account that does not have administrator permissions. Confirm that the member can open a ticket and that other members cannot view its private channel.

## Next steps

> **[Commands and permissions](/docs/en/server/tickets/commands.md)**
>
> Review the access required to configure and manage tickets.

> **[Panels](/docs/en/server/tickets/panels.md)**
>
> Review the opening panel, its controls, and how to publish it.

> **[Forms](/docs/en/server/tickets/forms.md)**
>
> Check the information collected by the initial form.

> **[Lifecycle](/docs/en/server/tickets/lifecycle.md)**
>
> Follow a ticket from opening through closing and deletion.


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