FAQs

Common questions and troubleshooting.

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Warning: You don't have permissions to use this

If you receive this error when trying to use a command or button, it can be caused by one of the following reasons:

  • You have a blacklisted role, go ahead and log into the Dashboard, then head to the Server Configs and check which are the Blacklisted Roles. Remove any unwanted role and Save changes.

If @everyone role is blacklisted, no one will be able to use the buttons or commands in your server.

  • Check the permissions of the button by going to the Panel Configs, open the Button Option - Create ticket, and check which roles have been selected as Disabled Roles, a user with one of these roles will not be able to use this feature. If the Support Team role option is enabled then your staff and only your staff will be able to interact with this button, not your server users.

The bot doesn't respond to my commands

Try these solutions:

  • Run $debug in the channel you are trying to use the commands, the bot will answer with an embed, if it doesn't, check the bot has all required permissions in its role, the category and the channel.

  • Make sure you have selected the proper bot in your Server Configs, if you see something such as BOT ERROR fix it by following this process:

  • If none of these solutions work, visit our Support Server and open a ticket so our Support Team can assist you.

I can't see my server in the Dashboard

On first place let's double check you have the required permissions to access the Dashboard, you need one out of the following thing:

  • A Dashboard Role

  • Having Administrator permission on the server

  • Being the Owner of the server

Although having the Manage Server permission allows you to invite Ticket Tool to your server, you need the Administrator permission to edit its configuration in the Dashboard.

For checking which is your level, run $level in a text channel of your server, the bot should send a response similar to this:

If the response of the bot looks something like this:

It means you can't actually edit the configurations of the bot, ask the Server Owner or the Administrators to give you the needed permissions.

If the bot is not responding to the level command, check our FAQ about this topic

What is the prefix and how do I change it?

By default the prefix of the bot is $, to modify it follow these steps:

  1. Go into the Dashboard

  2. Open the Server Configs

  3. Update the prefix editing the Command Prefix field

  4. Save changes

How do I let my support team see into a ticket?

  1. Go into the Dashboard

  2. Open the Panel Configs

  3. Open the General section

  4. Select the Support Team roles you want to be able to see into your tickets

  5. Save changes

For more information on the topic, check the Support Team Roles Documentation

Take into account that your new Support Team Roles will only be able to see new tickets, the settings won't apply to old tickets.

How do I make a ticket ping my support when it's created?

  1. Go into the Dashboard

  2. Open the Panel Configs

  3. Open the Panel's Settings

  4. Open the Ticket Options menu

  5. Click on Edit Ticket Message

  6. In the Message Text field place one of this two options

    • {@Role Name} (Case Sensitive)

    • {Role ID}

  7. Save changes

Make sure to replace the Role Name or Role ID with the Name or ID of the role you want to ping

How do I set a transcript channel?

A transcript is the HTML file that contains the messages of the ticket, for more information on what transcripts are, check our documentation on it

  1. Go into the Dashboard

  2. Open the Panel Configs

  3. Go into the Transcript section

  4. Select a Transcript Channel

  5. Save changes

How do I limit the number of tickets a user can create?

For preventing a single user to flood with tickets your server, you can restrict the amount of tickets they can create in two ways

Global Limit

You can restrict the amount a user can open among all your panels, to update this limit follow this process:

  1. Go into the Dashboard

  2. Open the Server Configs

  3. Update the Global Ticket Limit field

  4. Save changes

Panel's Ticket Limit

The second alternative is to limit the amount of ticket a user can create per each panel, for that do these steps:

  1. Go into the Dashboard

  2. Open the Panel Configs

  3. Go into the Limits Option

  4. Update the Ticket Limit counter

  5. Save changes

How do I set what category tickets are created in?

By default all of your tickets will be placed on the top of your server, to change this:

  1. Go into the Dashboard

  2. Open the Panel Configs

  3. Open the Category Options

  4. Select a category at the Category Open picker

  5. Save changes

How do I set what category tickets are moved to when closed?

If no category is set, whenever the tickets are closed they will be placed on the top of the server, to change that follow this process:

  1. Go into the Dashboard

  2. Open the Panel Configs

  3. Open the Category Options

  4. Select a category at the Category Closed picker

  5. Save changes

If you want to use a custom emoji head to the ✳ section inside the Emoji picker

How do I set the permissions for the tickets?

You can modify the set of permissions Ticket Tool will apply whenever tickets are opened or closed, to do so:

  1. Go into the Dashboard

  2. Open the Panel Configs

  3. Open the Permission Options

  4. Select what type of permissions you want to change

  6. Save changes

How do I create a panel?

This is the core of Ticket Tool, so its important to do the adequate process:

  1. Go into the Dashboard

  2. Click on the green plus button at the top right of the screen

  3. Give your panel a name

  4. Click once on Create

We highly recommend to check our Setup Documentation in order to set the bot

How do I get the panel in my discord?

Once you have created a panel make sure to send it:

  1. Go into the Dashboard

  2. Open the Panel Configs

  3. Identify a panel to send

  4. Choose the channel from the picker

  5. Send the panel

How do I add or remove users from a ticket?

For such purpose Ticket Tool counts with two commands:

  • $add User / Role

  • $remove User / Role

Or, the slash version of both commands:

  • /add User / Role

  • /remove User / Role

You can also add the specific ticket you want to add or remove a user/role from at the end of the prefixed command. Use the ticket option when using slash commands. This is particularly useful if you don't want to execute the commands in the same ticket channel but rather in a private channel. Example:

  • $add User / Role #channel

  • $remove User / Role #channel

You can either mention the user or role you want to add/remove, or use its ID

How does claiming work?

This feature is exclusive from the Premium System

Claiming allows your Support Team to claim and be assigned to a ticket, for more information on how this module works please check out our Claiming Documentation

How much is premium and how many servers can I use it on?

Our premium subscription is $8 per month when purchased through Ticket Tool's profile within Discord. If you purchase premium through our website, it costs $8 a month or $66 per year. Note that the prices were recently changed, you can learn more about this change by viewing this announcement in our Support Server.

Please note that users purchasing premium from Discord's app store have limited control over managing it. You cannot purchase annual subscriptions nor transfer them to any other server. We strongly recommend you purchase premium through our dashboard. For more information, please visit our Premium page.

How can I select the server for my premium subscription?

  1. Head to our Subscriptions Page

  2. Click Manage under your active subscription

  3. On the left side of the panel, click on Add Server or use the transfer icon to select a new server

Please note that changing the server your subscription is redeemed on can not be done for Discord subscriptions. To purchase premium directly with us please, visit our Premium Page.

I've lost access to my discord account, how do I get my subscriptions back?

In first place you must know that your subscription is not linked to your Discord account, but rather it is linked to the email that you purchased premium with. In order to change the account that can manage your subscriptions, please open a ticket in our Support Server and request the change by providing us:

  • The email you created the subscription with

  • The ID of the account that will manage the subscriptions

  • The username of such account

I have a premium key, how do I use this?

Users can no longer redeem keys and need to reach out to Ticket Tool staff in our support server.

I redeemed a premium key, how do I move this to another server?

To transfer a premium key you redeemed you should use our transfer feature.

Go out and check our docs on the Backup & Restore feature

How does Ticket Tool store transcripts?

Ticket Tool does not store any transcripts at all, once it generates the transcript it's sent as a message to your Discord server, (we delete it from our systems to keep your data's privacy). All of our transcripts are stored directly on Discord's servers, we don't have any kind of access to them, once you delete the message in which the bot sent the HTML file Discord will remove it from it's cache and won't be accessible any longer. The URL to our website is just a rendering of the file stored in Discord's CDN.

How do I set a custom emoji in my buttons?

  1. Go into the Dashboard

  2. Open the Panel Configs

  3. Open the Button Options page

  4. Select a button and open it's Settings

  5. Click the Select button in the Button Emoji field

  6. Head to the ✳ section inside the Emoji picker

  7. Select the new emoji

  8. Save changes

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