Discord Ticket System: Private Support Tickets with Transcripts
Set up free support tickets in Discord with Fibra: private channels or threads, ticket types, staff roles, claiming, and Discord-style transcripts members can revisit.
Support questions, reports and appeals don't belong in public chat. With Fibra Tickets, members click a button to open a private conversation with your team, and every ticket is saved as a transcript when it's closed. It's completely free.
Channels or threads: pick what suits you
| Private channels | Private threads | |
|---|---|---|
| Where tickets open | A new channel in a category of your choice | A private thread under the panel channel |
| Best for | Busy support teams who like browsing tickets in the sidebar | Keeping the channel list tidy |
| Who can see it | The member, your staff roles and admins | The member, your staff roles and admins |
Setting it up
- 1Choose how tickets openChannels or threads, as above.
- 2Pick the panel channelThis is where Fibra posts the message with the ticket buttons.
- 3Add your staff rolesPeople with these roles can see every ticket, claim it and close it. Admins can always help.
- 4Create ticket typesEach type is one button, like Support, Report a member or Partnership, with its own emoji and first message.
- 5Publish the panelFibra posts the panel. Change anything later and publish again to update it in place.
Ticket types
Ticket types help your team know what's coming before they open a ticket. For each type you can set:
- A button name and emoji.
- The first message the member sees in their ticket, with variables like
{user}. - Whether to ask what they need before opening, so the reason is right at the top of the ticket.
Handling tickets
- Claim a ticket so the team knows who's on it.
- Close it when you're done, with an optional reason.
- Limit how many tickets one member can have open at once to prevent spam.
- Name tickets by number (
ticket-0042) or by username (ticket-username).
Transcripts
When a ticket closes, Fibra saves the whole conversation. The member gets a DM with a button to view it, and it opens in the browser looking just like Discord: messages, embeds, images and all.
- Private: only the person who opened the ticket and your staff can view a transcript, after logging in with Discord.
- Kept for 90 days, then deleted automatically.
- Logged for staff: choose a log channel and every closed ticket posts a summary with a full HTML transcript file.
Good habits for support teams
- Keep ticket types few and clear. Three to five buttons is plenty.
- Use the "ask what they need" option for support so staff can reply in one go.
- Check the log channel weekly to spot common questions worth adding to an FAQ.
Frequently asked questions
Is the Fibra ticket system free?+
Yes, completely free, with no limit on the number of tickets.
Who can read a ticket transcript?+
Only the member who opened the ticket and your staff. They log in with Discord to view it.
How long are transcripts kept?+
90 days after the ticket closes. A copy is also posted to your log channel if you set one.
Should I use channels or threads?+
Channels are easier to browse for big support teams. Threads keep your channel list tidy. You can switch later; open tickets stay where they are.
Fibra is free to add. Setup takes under a minute.
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