BETTERTICKET
Messages
Every message that BetterTicket sends — from the panel embed to the DM a user receives when their ticket closes — is fully customizable. Each message has its own embed builder so you can set the title, description, color, fields, and more. This page documents every message editor and the variables available in each.
Embed Builder Overview
All message editors use the same embed builder interface. You can configure:
| Field | Description |
|---|---|
| Author Name | Small text shown above the title. |
| Author Icon | Tiny icon shown next to the author name. Use an image URL. |
| Title | The bold heading of the embed. |
| Body / Description | The main paragraph. Supports Discord markdown and variables. |
| Color | Left-side accent bar color. Use a hex code (e.g. #5865F2). |
| Thumbnail | Small image in the top-right corner. Use an image URL. |
| Image | Large image at the bottom of the embed. Use an image URL. |
| Footer Text | Small text at the very bottom of the embed. |
| Footer Icon | Tiny icon shown next to the footer text. Use an image URL. |
| Fields | Up to 25 additional name/value pairs. Can be displayed inline or as full-width blocks. |
Tip: Variables are replaced with live data at the moment the message is sent. Type { in any text field to see what variables are available for that message.
Ticket Message
The Ticket Message is posted inside the newly created ticket channel the moment a ticket opens. It's the first thing the user and your support team see. Use it to welcome the opener, explain what information they should provide, and set expectations for response time.
Supported Variables
| Variable | Replaced with |
|---|---|
{user} | Mentions the ticket opener (e.g. @Username) |
{user.name} | The opener's display name |
{user.tag} | The opener's full tag (e.g. Username#0000) |
{user.id} | The opener's Discord user ID |
{server} | Your server's name |
{server.name} | Your server's name (same as {server}) |
{server.id} | Your server's Discord ID |
{create.form.0} – {create.form.4} | Answers from the panel's form fields (0-indexed). See Forms. |
Panel Message
The Panel Message is the public-facing embed posted to your Discord channel. It contains the "Create Ticket" button (or dropdown). This is what your community members see before they open a ticket. Configure it to describe your support service, include branding, and set clear expectations.
This message is sent when you click Send in the dashboard or run /ticket panel. To update an already-posted panel without reposting, use the Update Panel Message feature. See Panels for details.
Supported Variables
| Variable | Replaced with |
|---|---|
{server} / {server.name} | Your server's name |
{server.id} | Your server's Discord ID |
Close Question
When a user or staff member clicks the Close Ticket button, BetterTicket can show a two-step confirmation instead of closing immediately. The Close Question message is that confirmation prompt — it asks the user to confirm or cancel before the ticket is actually closed.
Configure the message text to remind staff to check for unresolved issues, or to let the user know they can cancel if they clicked by accident.
Tip: The two-step close flow prevents accidental ticket closures. The confirmation message will include Confirm Close and Cancel buttons automatically — you only need to configure the embed text.
Closed Message
The Closed Message is posted inside the ticket channel after it has been closed. It typically tells the user the ticket is now closed and explains what happens next (e.g. "This ticket will be deleted in 24 hours" or "Your transcript has been saved").
Supported Variables
| Variable | Replaced with |
|---|---|
{user} | Mentions the ticket opener |
{user.name} | The opener's display name |
{user.tag} | The opener's full tag |
{reason} | The close reason (if provided) |
Opened Message
The Opened Message is posted in the ticket channel when a previously closed ticket is re-opened. It lets the user and staff know the ticket is active again.
Supported Variables
| Variable | Replaced with |
|---|---|
{user} | Mentions the ticket opener |
{user.name} | The opener's display name |
{user.tag} | The opener's full tag |
Moderator Message
The Moderator Message is posted in the ticket channel after it has been closed. Unlike the Closed Message (which is visible to the opener), the Moderator Message is specifically for staff — it includes the Re-Open, Delete, and Transcript action buttons.
Use this message to show staff the ticket details, remind them to save a transcript, or prompt them to delete the channel when done.
Note: The Re-Open, Delete, and Transcript buttons are automatically added to the Moderator Message by BetterTicket. You do not need to add them manually — they appear regardless of your embed configuration.
Supported Variables
| Variable | Replaced with |
|---|---|
{user} | Mentions the ticket opener |
{user.name} | The opener's display name |
{user.tag} | The opener's full tag |
{reason} | The close reason (if provided) |
Delete Message
The Delete Message is shown briefly in the ticket channel just before BetterTicket deletes it. It gives the user (if they still have access) a final notice that the channel is about to be removed.
Supported Variables
| Variable | Replaced with |
|---|---|
{user} | Mentions the ticket opener |
{user.name} | The opener's display name |
Closed DM Premium
When a ticket is closed, BetterTicket can automatically send a direct message to the ticket opener. This is useful for letting users know their ticket was resolved, sharing a transcript link, or asking them to leave feedback.
Enable this in Dashboard → Panel → Automation → Send DM when ticket closed.
Supported Variables
| Variable | Replaced with |
|---|---|
{user} | Mentions the ticket opener |
{user.tag} | The opener's full tag |
{user.mention} | Mentions the opener (same as {user}) |
{channel} | The ticket channel name |
{reason} / {close.reason} | The close reason (if provided) |
Tip: Users must have DMs enabled from server members to receive this message. If they have DMs disabled, the message silently fails — this will not cause an error.
Created DM Premium
When a ticket is created, BetterTicket can send the opener an automatic DM confirming that their ticket is open. Use it to share a direct channel link, provide an estimated response time, or give the user instructions for what to do next.
Enable this in Dashboard → Panel → Automation → Send DM when ticket created.
Supported Variables
| Variable | Replaced with |
|---|---|
{user} | Mentions the ticket opener |
{user.tag} | The opener's full tag |
{user.mention} | Mentions the opener |
{channel} | The ticket channel name |
Transcript Message
When a transcript is generated, BetterTicket posts an embed to your designated transcript channel. The Transcript Message is that embed. Configure it to show whatever information is most useful for your records — who opened the ticket, how many messages were sent, which panel it came from, and more.
The HTML transcript file is attached to this message (unless you disable the attachment toggle).
Supported Variables
| Variable | Replaced with |
|---|---|
{ticket_name} | The ticket channel name |
{ticket_owner} | Mentions the ticket opener |
{ticket_owner_tag} | The opener's full tag |
{panel_name} | The name of the panel the ticket came from |
{server_name} | Your server's name |
{message_count} | Total number of messages in the ticket |
{attachment_count} | Number of file attachments in the ticket |
{users_list} | A list of all users who participated in the ticket |
Claimed / Unclaimed Messages Premium
When a staff member claims or unclaims a ticket, BetterTicket posts a message in the ticket channel notifying everyone. Configure these messages in the Claiming section of your panel settings.
Schedule Notification Message Premium
When ticket creation is restricted by a schedule and a user tries to open a ticket outside of your set hours, BetterTicket sends them the Schedule Notification Message. Configure it to explain your support hours and when they can come back.