Support Tickets
Overview
The /tickets command provides full access to our support system directly from Discord. You can view your existing tickets, create new support requests, reply to staff responses, and close resolved issues - all without visiting the Billing System.
This guide explains how to use the ticketing features available through the Discord bot.
Prerequisites
Before using this feature:
- Your Discord account must be linked to your Billing Account (see: Linking Your Discord Account)
Viewing Your Tickets
- Type
/ticketsin Discord - You'll see your 3 most recent tickets
- Each ticket shows:
- Ticket number
- Subject
- Status (Open, Answered, Customer Reply, Closed)
- Department
- Last updated date
Viewing Ticket Details
- Click on a ticket to see full details
- View the conversation history
- Access reply and close options
Creating a New Ticket
Step 1: Start a New Ticket
- Type
/tickets - Click Create Ticket
Step 2: Select Department
Choose the appropriate department for your issue:
- Sales
- Technical Support
- Billing
- Other departments as available
Step 3: Enter Ticket Details
- A popup form will appear
- Enter a Subject - brief description of your issue
- Enter your Message - detailed explanation
- Select Priority:
- Low - General questions
- Medium - Issues affecting service
- High - Urgent problems
- Click Submit
Your ticket is now created and staff will respond as soon as possible.
Replying to Tickets
When staff responds to your ticket:
- You'll receive a DM notification (if enabled)
- Type
/tickets - Select the ticket
- Click Reply
- Enter your response in the popup
- Click Submit
Closing Tickets
Once your issue is resolved:
- Type
/tickets - Select the resolved ticket
- Click Close Ticket
- Confirm the closure
Closed tickets can still be viewed but cannot receive new replies.
Automatic Notifications
The bot checks for new staff replies and sends you a DM when:
- Staff replies to your open ticket
- Your ticket status changes
To enable/disable ticket notifications, go to /settings.
Tips
- Choose the correct department for faster routing
- Include relevant details in your first message (server name, error messages, etc.)
- Use High priority only for genuinely urgent issues
Troubleshooting
I can't see my tickets
- Ensure your Discord account is linked via
/settings - Only your 3 most recent tickets are displayed
I'm not receiving ticket reply notifications
- Check that the bot can send you DMs
- Enable DMs from server members in your Discord privacy settings
- Notifications are checked every few minutes - allow some time
I can't close a ticket
- Only open tickets can be closed
- The ticket may already be closed by staff
My ticket wasn't created
- Ensure all required fields are filled in
- Try submitting again if you received an error
