> For the complete documentation index, see [llms.txt](https://zoomiescore.gitbook.io/zoomiescore-docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://zoomiescore.gitbook.io/zoomiescore-docs/docs/features/tickets.md).

# tickets

Reusable ticket categories + panels — support tickets, applications, admin requests, whatever your community needs.

## Concepts

* **Category** — a reusable configuration: which Discord category channel new tickets go into, which mod role gets pinged, the greeting message template, an SLA target, and a claim / close-mode policy. Configure at Dashboard → **Ticket Categories**.
* **Panel** — the actual message users click. A panel references one or more categories and renders as either buttons (up to 25) or a dropdown selector. Configure at Dashboard → **Tickets**.

## Panel types

| Layout     | Max categories | When to use                   |
| ---------- | -------------- | ----------------------------- |
| `buttons`  | 25             | 1-5 categories, quick pick    |
| `dropdown` | 25             | Many categories or long names |

Publish a panel and the bot posts the message. Only bot-owned panel messages work — copying the embed into another channel won't spawn tickets.

## Slash subcommands (inside a ticket channel)

| Command                        | Requires                                             |
| ------------------------------ | ---------------------------------------------------- |
| `/ticket close reason? force?` | Any member (opener) or Manage Channels (force)       |
| `/ticket add user`             | Manage Channels                                      |
| `/ticket remove user`          | Manage Channels (opener protected)                   |
| `/ticket claim`                | Manage Channels                                      |
| `/ticket unclaim`              | Manage Channels                                      |
| `/ticket move category`        | Manage Channels (autocompletes from your categories) |

## Transcripts

On close, the bot generates an HTML transcript viewable at `/dashboard/tickets/<id>` — includes every message, attachment preview, embed content, timestamps, and author avatars. The link is posted to the mod-log channel and DM'd to the ticket opener.

## SLA rules

Optional per-category SLA (e.g. "first response within 30m", "resolve within 24h"). Breach warnings post in the mod-log channel.

## Auto-close

Idle tickets are auto-closed after N hours (configurable per category) with a 24-hour grace-period warning to the opener.