Frequently Asked Questions

Quick answers to the most common questions about BetterTicket setup, functionality, and usage.

Why can't users see my ticket channel?

This is almost always a permissions issue. Check the following:

1. BetterTicket's role hierarchy — BetterTicket's bot role must be above the roles it needs to manage in your server's role list (Server Settings → Roles). Drag the BetterTicket role higher up the list.
2. Ticket Category permissions — Make sure the ticket category doesn't have an explicit "Deny View Channel" for @everyone that overrides what BetterTicket sets.
3. Permission sync — If your category has "Sync Permissions" enabled with the channel, that can override what BetterTicket sets per-channel. Check if the category is syncing and turn it off, or keep it off for ticket categories.

My panel button isn't working

If clicking the "Create Ticket" button does nothing or shows an error:

• Verify the bot is online in your server (check the member list).
• Check that the bot has Manage Channels permission — this is required to create ticket channels.
• Check that the Ticket Category still exists. If the category was deleted, the bot can't create a channel inside it.
• If you have a per-user open ticket limit set (in Limits settings), the user may already have an open ticket.
• If you have time scheduling enabled, the panel may be outside of active hours.

How do I change what channel tickets are created in?

Tickets are created in a Discord category, not a specific channel. To change this:

1. Go to Dashboard → Panel Configs → [Your Panel].
2. Find the Ticket Category field and select a different Discord category from the dropdown.
3. Save the panel. New tickets will now be created inside the new category.

Existing open tickets are not moved — only new tickets will use the updated category.

Can customers re-open their tickets?

Yes, if you have the Re-Open feature configured. When a ticket is closed, the bot posts a "Moderator Message" with a Re-Open button. Clicking it re-opens the ticket channel.

Whether the customer or only staff can re-open depends on your permissions configuration. You can toggle this under Panel Configs → [Your Panel] → Permissions → Ticket Owner → Re-Open Ticket.

What happens when a ticket is closed vs deleted?

How do receipts work with the vouch system?

When you create a receipt using /receipt new, the receipt embed is posted to the configured destination (ticket channel, DM, or receipt channel). If a vouch channel is configured in your dashboard, the receipt embed includes a "Leave a Vouch" button.

When the customer clicks that button, they're shown a modal asking for a star rating (1–5) and optional comments. Their vouch is then posted to the vouch channel, linked to that specific order.

What's the difference between /vouch and the receipt vouch button?

Can I have multiple panels in one server?

Yes! BetterTicket supports unlimited panels per server. Each panel can have its own:

• Support team roles
• Ticket category (open and closed)
• Embed customization
• Custom forms
• Permission overrides
• Message templates

You can also attach multiple panels together so all buttons appear in a single embed (see Panels documentation).

How do I update a posted panel embed without reposting?

If you make changes to a panel in the dashboard and want the Discord embed to reflect those changes without deleting and reposting:

1. Go to Dashboard → Panel Configs → [Your Panel].
2. Find the Update Panel section.
3. Paste the message link — right-click the panel message in Discord and select Copy Message Link.
4. Click Update. The embed is updated in-place without sending a new message.

What does "storage mode" do?

Storage mode controls whether BetterTicket creates ticket channels in specific Discord categories that you assign, or if it creates them in a default location. When storage mode is enabled:

• You define specific categories for open tickets and closed tickets.
• BetterTicket will always create and move channels to those categories.
• This is the recommended setup for organized servers.

Why is my custom command not showing in autocomplete?

Custom commands show up in the /custom run name: autocomplete. If yours isn't showing:

• Make sure the command has been saved in the dashboard under Custom Commands.
• Discord's autocomplete can take a few seconds to update — try typing a few characters of the command name.
• Try refreshing your Discord client (Ctrl+R).

How do I give a user a temp role?

Use the /role addtemp command:

/role addtemp user:@Username role:@RoleName duration:24h

Supported duration formats: 30m, 2h, 1d, 7d, etc. BetterTicket will automatically remove the role after the duration passes, even if the bot restarts.

To edit an existing temp role's expiry: /role edittemp user:@Username role:@RoleName new-duration:48h

My premium key isn't working — what should I do?

• Check the key format: it should be two 6-character segments separated by a dash (e.g., ABCDEF-GH3KL2).
• Verify the key hasn't already been used (single-use keys can only be redeemed once).
• Check if the key has an expiry date — if it's expired, it cannot be redeemed.
• Make sure you're redeeming it on the correct server (some keys are server-specific).
• If you're still having trouble, contact support via the Support Server.

How do I send transcripts to a user's DM?

Go to Panel Configs → [Your Panel] → Transcripts. Enable DM transcript to user and choose when to send it: on ticket close, on ticket delete, or both. The user must have DMs open from server members for this to work. This is a Premium feature.