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Role hierarchy

When adore checks permissions inside a ticket, roles are resolved in this order:
  1. Administrator / server owner / fake owner
  2. Support role (set per option in Behaviour)
  3. Trainee role (per option - usually view-only)
  4. Global staff role (,ticket staff)
Option-specific support and trainee roles take priority over the global staff role. A user with both trainee and staff is treated as trainee for that option.

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Support role

Set per option: ,ticket panel → Options → Behaviour → support role. Support can view the ticket channel, send messages, and use action buttons (based on behaviour toggles).

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Trainee role

Set per option in Behaviour. Trainees typically have read-only access. Toggle whether trainees can claim, close, or send messages.

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Global staff role

Used as a fallback when no option-specific support role matches. Does not override trainee restrictions on an option.

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Opening tickets (members)

  1. Member clicks a button or selects from the dropdown on your deployed panel.
  2. adore checks:
    • Ticket blacklist (if configured in the database for your server)
    • Required roles for that option
    • How many open tickets the user already has on this panel
  3. If a form is attached with fields, a modal collects answers first.
  4. A private channel is created with permissions for the creator, bot, and support roles.
  5. A greeting message is sent (custom or default).

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Working tickets (staff)

Ticket actions use buttons in the channel, not prefix commands. Configure button labels, colors, and behaviour per option: ,ticket panel → Options → Behaviour → Button UX Permission checks for reopen and delete include: administrator, claimer, option support role, or global staff role.

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Transcripts

When a ticket is closed or deleted, adore can save a .txt transcript.

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Set transcript channel

Transcripts include:
  • Server and case ID
  • Channel name and creator
  • Claimer (if any)
  • Full message log with timestamps

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Logs

Event logs (opens, closes, claims) can be sent to a dedicated channel:

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Ticket blacklist

Users or roles can be blocked from creating new tickets. The check runs when someone clicks a panel option.
Ticket blacklist is enforced by adore but managed through internal tooling - there is no ,ticket blacklist command. Contact support if you need a user or role blocked from opening tickets.

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Auto-close and auto-delete

Configure per option in Behaviour and Message:
  • Auto-close - warn after inactivity, then close the ticket
  • Auto-delete - delete the channel after close (uses panel delete delay)
  • Close on leave - close when the creator leaves the server
Set custom warning messages under Message → Auto-Close / Auto-Delete / Inactivity.

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Redeploy after changes

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Troubleshooting

  • Ensure at least one option is active (not standby)
  • Run ,ticket panel send (name) to deploy or refresh
  • Confirm support role is set on the option in Behaviour
  • Check channel category permissions - adore sets overwrites, but category defaults can conflict
  • Verify adore’s role is above support roles in the hierarchy
  • Check required roles on the option
  • Check max open tickets per user on the panel (Behaviour)
  • User may be ticket-blacklisted
  • Form must have at least one field added
  • Form must be linked to the option (Form button in option settings)