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 into the Panel Configs, open the Button Options menu, click on the Settings and check which roles were selected as Disabled Roles, a user with one of those roles, won't be able to use this feature. If its a command, go into its Settings and check the Disabled Roles.

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 your DMs, the bot will DM you in case it can type there. 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:

Refer to Question #1, Warning: You don't have permissions to use this, check you don't have any Blacklisted Role.
Double check the prefix you are using for your commands, do this by going into your Dashboard and opening the Server Configs:

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:

Go into the Dashboard
Open the Server Configs
Update the prefix editing the Command Prefix field
Save changes

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

Go into the Dashboard
Open the Panel Configs
Open the Panel's Settings
Open the Genaral Options menu
Select the Support Team roles you want to be able to see into your tickets
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?

Go into the Dashboard
Open the Panel Configs
Open the Panel's Settings
Open the Ticket Options menu
Click on Edit Ticket Message
In the Message Text field place one of this two options
- {@Role Name} (Case Sensitive)
- {Role ID}
Save changes

Make sure to replace the Role Name or Role ID with the Name or ID of the role you wan't 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

Go into the Dashboard
Open the Panel Configs
Open the Panel's Settings
Open the Logging Options menu
Select a Transcript Channel
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:

Go into the Dashboard
Open the Server Configs
Update the Global Ticket Limit field
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:

Go into the Dashboard
Open the Panel Configs
Open the Panel's Settings
Open the General Options menu
Update the Ticket Limit counter
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:

Go into the Dashboard
Open the Panel Configs
Open the Panel's Settings
Open the Category Options menu
Select a category at the Category Open picker
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:

Go into the Dashboard
Open the Panel Configs
Open the Panel's Settings
Open the Category Options menu
Select a category at the Category Closed picker
Save changes

How do I set a custom emoji in my buttons?

This feature is exclusive from the Premium System

Follow these steps in order to customize your buttons:

Go into the Dashboard
Open the Panel Configs
Open the Panel's Settings
Open the Button Options menu
Select a button and open it's Settings
Click on Emoji
Select the new emoji
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:

Go into the Dashboard
Open the Panel Configs
Open the Panel's Settings
Open the Permissions Options menu
Select a set of permissions to modify and click on Edit
Save changes

How do I create a panel?

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

Go into the Dashboard
Open the Panel Configs
Click on Create Panel
Fill the blanks
Click once on Create Panel

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:

Go into the Dashboard
Open the Panel Configs
Identify a panel to send
Choose the channel from the picker
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

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

How does the claim command 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 $6.00 per month for the first server and $5.00 for each additional server. You can also pay for it annually and receive one month discount.

If you want to get more information on this, visit our Premium Information Page

How can I select the server for my premium subscription?

Head to our Subscriptions Page
Select the server for your subscription
Save changes

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?

Go into the Dashboard
In the left side of the dashboard click on the Redeem Key button
Digit the key
Redeem it

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

To transfer a premium key you redeemed you should use the 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.

Last updated 9 months ago