A ticket panel is a message with a button. A member clicks it and Cloudy creates a private channel under a Discord category, visible to that member and your staff roles.
| License | Premium |
| Needs | Manage Channels, Manage Roles, Send Messages |
Required · fixed after creation
Where the panel message is posted. Members need to see this channel to open a ticket.
Required
The Discord category new ticket channels are created under. Create an empty category for this — do not point it at a category that already holds normal channels.
1–10 roles · required
Roles that can see and respond to every ticket on this panel. At least one is mandatory: a ticket nobody can read is useless.
Optional
Transcripts and ticket events are posted here. Strongly recommended — without it, a closed ticket is gone.
One panel can offer several kinds of ticket. This is the feature that changes how the panel looks:
| Categories | Panel renders as |
|---|---|
| 1 | A single button |
| 2–25 | A dropdown with one option per category |
25 is Discord's cap on select-menu options.
Each category has its own settings, and empty fields inherit from the panel:
| Field | Limit | Empty means |
|---|---|---|
| Discord category | required | — |
| Label | up to 100 characters | — |
| Description | optional | No second line in the dropdown |
| Emoji | optional | No icon. A malformed emoji is skipped and the option still works |
| Staff roles | optional | The panel's staff roles apply |
| Opening message | optional | The panel's welcome message is used |
Removing a category from a panel leaves tickets already opened under it untouched.
All optional; empty uses the built-in default.
| Field | Limit | Default |
|---|---|---|
| Panel title | 256 characters | Cloudy • Ticket System |
| Panel description | 2000 characters | Click 'Create Ticket' to open a support ticket. |
| Button label | 80 characters | Create Ticket |
| Button emoji | 64 characters | 📧 — unicode or <:name:id> |
The panel can also be built as a full embed with the embed builder.
Up to 2000 characters · optional
Posted inside a newly created ticket. Supports {user} to mention the opener.
Hello {user}, please describe your issue — include screenshots if you have them.
Use it to ask for the information your staff always ends up asking for anyway.
Up to 100 characters · optional
How new ticket channels are named. Placeholders {user} and {number}, where {number} is a
counter that increments per panel.
Default: {number}-ticket-{user} → 7-ticket-nova
Up to 5 questions asked in a modal before the ticket channel exists. The answers are posted as the first message inside the new ticket.
This is the single highest-value setting on the page. Without it every ticket starts with "hi", then "what's your problem", then a wait. With it, staff opens a channel that already contains the answer.
| Field property | Notes |
|---|---|
| Label | Up to 45 characters — Discord's limit |
| Placeholder | Optional grey hint inside the input |
| Style | Short (one line) or paragraph (multi-line) |
| Required | Whether it can be left empty |
| Max length | 1–4000 characters |
Forms can be set per panel and per category. A category's own form replaces the panel's, so a "Report a member" category can ask different questions than "Billing".
Every ticket carries a priority: low, normal, high or urgent. It shows in the channel name and in the dashboard's ticket list, and it is what lets a queue be worked in the right order.
Set the default priority per panel or per category — a "Report a raid" category can open at
urgent while general questions open at normal. Staff changes it later with /ticket priority.
Two independent timers, both off by default (0), that close tickets nobody is answering.
| Setting | Effect |
|---|---|
| Warn after (minutes) | Cloudy posts a reminder in the ticket |
| Close after (minutes) | Cloudy closes the ticket |
Both count from the last message in the ticket, by anyone. Any new message resets them.
1–25 · default 1
How many tickets one member may have open at the same time.
category or panel · default category
| Value | Meaning |
|---|---|
| Per category | The limit applies within each category — one support ticket and one report ticket at once |
| Per panel | Every category on the panel counts together — one open ticket, full stop |
0–10080 minutes (7 days) · default 0
How long a closed ticket channel survives before Cloudy deletes it. 0 keeps the built-in 5-second
default, i.e. the channel disappears almost immediately after closing.
Useful values: 0 if you always want a clean category, 1440 (24 h) if staff sometimes needs to
reread a ticket the next day.
| Command | Does | Requires |
|---|---|---|
/ticket add | Add a member to the current ticket | Manage Messages |
/ticket remove | Remove a member from the current ticket | Manage Messages |
/ticket priority | Change this ticket's priority | Manage Messages |
/ticket transfer | Hand the ticket to another staff member | Manage Messages |
/ticket-stats | Response times and volume per staff member | Manage Server |
Panels themselves are created and edited in the dashboard, not through commands.
A staff member claims a ticket to signal they are handling it; /ticket transfer passes it on
without losing the history or the claim record. Both are recorded on the ticket itself, which is what
/ticket-stats reads.
/ticket-stats reports volume, average first-response time and average resolution time per staff
member. Use it to find the queue that is quietly not being worked, not to rank people.