Tickets

#How it works

A panel is a ticket type, for example “Support”, “Application” or “Report a player”. Each panel has its own team roles, its own category, its own form and its own texts.

Members open a ticket via the ticket message – all ticket types with descriptions listed one below the other, followed by a select menu (“Choose your request!”) or buttons. ZoneBuddy then creates a private channel that only the creator and the team can see.

#Setup in 3 steps

1. Dashboard → Tickets → Panels → “+ Panel” and choose a template (support, application, complaint, unban request, partnership, bug report or empty). Questions and texts are already filled in – you only need to add the team roles.
2. Categories: under “Channel” → Quick setup, choose One category, Open + closed or Open + claimed + closed and click “Create categories” – ZoneBuddy creates them in Discord (visible to the team only) and fills them in. Save.
3. Create the ticket message: click “Create ticket message” at the top of the panel, choose a channel, adjust the title and intro (you see the preview on the right) → “Save & send”. You add more panels later with “Add to …” at the top of the panel – the message is then simply updated.

#In the ticket

The first message greets the creator, shows the form answers and has buttons:

• 🔒 Close – with a confirmation if “Close with confirmation” is on
• 🔒 Close with reason – opens a small form; the reason appears in the ticket and in the log
• 🙋 Claim – a team member takes care of it (Plus/Pro)

After closing, the team gets a bar with Transcript, Reopen and Delete. The creator no longer sees the closed ticket.

#Claiming

When someone claims a ticket, the channel is called e.g. ticket-0042-max and the header shows “#0042 · 🙋 Max”. With “Rest of the team read-only”, only the handler can write afterwards. Release resets everything.

#Follow up and close automatically

If a request is actually resolved, the team simply writes /end24, /end12 or /end1. ZoneBuddy asks in the ticket:

If the creator replies, closing is cancelled. Otherwise ZoneBuddy closes the ticket when the time is up – with the reason “No response”.

#Transcripts

A transcript is a copy of the whole ticket as a web page, available via a link like app.zonebuddy.de/aB3xK9pQ2m. It lands in the transcript channel, optionally by DM to the creator, and can be opened in the dashboard at the ticket.

#Form

Up to 5 questions before the ticket is created – short or multi-line, required or optional, with minimum and maximum length. The answers appear at the top of the ticket and can be used in texts as {antwort.1} … {antwort.5}.

#Variables

You can use these placeholders in greetings, DMs and channel names:

#Commands

#Limits, opening hours, automation

• Limits: open tickets per person and per panel, plus a shared limit across all panels (Settings tab). Roles can bypass the limits.
• Blocked roles: e.g. “Muted” – these members can’t open tickets.
• Opening hours (Plus/Pro): tickets only at certain times, otherwise a notice with the times.
• Automation (Plus/Pro): remind and close automatically when the creator stops replying; close or delete tickets when the creator leaves the server; DMs on opening and closing.

#Free and Plus/Pro

#Common problems

The panel doesn’t appear in the channel. A panel is only the configuration – you still need to send it (box at the top of the panel or Messages tab). If there’s a red notice there, the bot is missing permissions in that channel.

“The ticket could not be created”. The bot is missing “Manage Channels” or “Manage Roles”, or the category is full (50 channels). Add a second category as an overflow category.

The channel name doesn’t change. Discord only allows two renames in 10 minutes per channel – after that, ZoneBuddy skips renaming.