The Tickets module
The Tickets module replaces DMs to staff with a private, temporary channel per request. What changes is not comfort: the request becomes visible to the whole team, and it survives the absence of whoever was handling it.
Updated 12 September 2026
The panel: the only door members will find
The panel is a button message, placed in a public channel, that opens a ticket on click. Do not skimp on it: a command alone is not enough, because a good share of members will never know it exists.
Put it in a dedicated, read-only, unambiguously named channel. Posted where people chat, it will scroll away and you will repost it every month.
Categories: what they are actually for
A category is not a decorative label. It decides two things: which part of the team sees the ticket, and what you will later know about your workload.
Three to five categories are enough. Beyond that, members pick at random and your statistics stop meaning anything.
- “Report a member” — visible to moderation only, never the whole team.
- “Subscription or purchase issue” — visible to whoever handles billing.
- “Application” — useful if you are recruiting; disable it rather than leave it empty otherwise.
- “Other” — essential, otherwise everything lands in the first category on the list.
The three settings that decide everything
- One open ticket per person. Without it, an unhappy member opens twelve and your category becomes unreadable.
- Auto-close after inactivity. Half of all tickets are abandoned once the answer arrives. Without closing, they pile up and hide the real ones.
- An opening form. Two fields — subject and detail — remove the ticket that says only “hi” and save one round trip per request.
Discord caps a category at 50 channels and a server at 500. A system without auto-closing hits that ceiling, and Discord then refuses to create the next ticket — with no message the member can understand.
The transcript: the neglected part
On closing, the channel disappears — freeing the quota — but the conversation is kept and stays available to the team. That is what lets you know, three months later, what was promised to someone.
Keep in mind these transcripts hold personal data. They therefore have a retention period, and Kuratos purges them automatically rather than keeping them forever.
Reading the statistics
The statistics page gives tickets opened and closed over time, the number handled by each staff member, and the average rating received when rating is enabled.
The most telling figure is the split by staff member: it shows one person is carrying all the support long before they complain about it.
A volume exploding in a single category usually means something else: information is missing somewhere on the server, and members are coming to fetch it one by one.
Key points
- The button panel is the only door most members will find.
- Three to five categories: beyond that, the choice is made at random.
- One ticket per person plus auto-closing keeps you off Discord’s 500-channel ceiling.
- The transcript matters in a dispute, and it has a retention period.
- The split by staff member shows one person is carrying everything, before they say so.
Frequently asked questions
Why are tickets no longer being created?
Usually the channel category is full — Discord caps it at 50 — or the server has hit its 500 channels. Turn on auto-closing and close the tickets left open.
Are transcripts kept forever?
No. They contain personal data and are purged automatically at the end of their retention period, like moderation logs.
Who can see a ticket?
Its author and the staff attached to the chosen category. That is the whole point of categories: a report about a member should not be visible to the entire team.
Put this guide into practice
Kuratos sets up in minutes what this guide describes, and is configured from a web interface rather than through commands.