Frequently Asked Questions

TicketCord is a hosted ticket system for Discord. You bring your own Discord bot (you create the application in the Discord Developer Portal and give TicketCord its token), TicketCord runs it, and your members open support tickets with buttons, dropdowns, forms, or by sending the bot a DM (ModMail). Staff work tickets in Discord with slash commands or in the web dashboard, which also holds analytics, transcripts, a knowledge base, and AI features on paid plans.

You need your own bot. TicketCord does not have a single public bot to invite. You create a Discord application, paste its bot token into Dashboard → Add Bot, and TicketCord runs it under your bot's name and avatar. This is why branding, status, and permissions are yours to control.

The bot limit depends on your plan: Free 1, Basic 3, Pro 3, Enterprise 6. Each bot can be added to as many servers as you like; the limit counts bots, not servers. A single server can also have more than one of your bots, for example one per department.

No. TicketCord is a hosted service only.

The website and dashboard are available in 12 languages: English, Czech, German, Dutch, Spanish, French, Italian, Japanese, Polish, Portuguese, Russian, and Turkish (language switcher in the top bar). Bot messages in Discord are set per server under the Language tab and support 19 languages: Arabic, Chinese (Simplified and Traditional), Czech, Dutch, English, French, German, Hindi, Italian, Japanese, Korean, Polish, Portuguese, Russian, Spanish, Swedish, Turkish, and Vietnamese. AI answers reply in the language the user wrote in.

1. Create an application at the Discord Developer Portal, open its Bot page, and enable Server Members Intent and Message Content Intent under Privileged Gateway Intents.
2. Click Reset Token and copy the token.
3. Sign in at ticketcord.com/dashboard, click Add Bot, paste the token, and click Validate & Continue, then Create Bot.
4. On the bot's page click Invite and pick your server. Inviting from the dashboard sets all required permissions.
5. In Discord run /setup. It creates the ticket categories, the log and transcript channels, and the staff roles.
6. Back in the dashboard open the server and finish the configuration (categories, staff roles, a ticket panel).

The Quick Start and Installation pages walk through each step with screenshots.

From the Discord Developer Portal: create an application, open the Bot page, click Reset Token, and copy it. Keep it secret; anyone with the token controls your bot. If you reset the token later, your bot goes offline until you paste the new one in Dashboard → Bots → your bot → Update Credentials.

Two: Server Members Intent and Message Content Intent, both on the Bot page of your application in the Discord Developer Portal. Discord does not let third parties switch these on, so you enable them yourself. If they are off, Discord rejects the connection with a "disallowed intent" error (code 4014) and the bot cannot start. TicketCord makes one automatic attempt to enable them for you when that error occurs; if it still fails, turn them on manually and restart the bot from the dashboard.

View Channel, Manage Channels, Manage Roles, Manage Webhooks, Send Messages, Send Messages in Threads, Create Public and Private Threads, Manage Threads, Manage Messages, Pin Messages, Embed Links, Attach Files, Read Message History, Add Reactions, Mention Everyone, and Use Application Commands. Inviting from the dashboard's Invite button grants all of them. Do not invite the bot by hand from the Developer Portal; manual invites often miss permissions and break ticket creation, transcripts, or role management. Run /diagnose in your server to check what is missing.

A 🎫 Tickets category (new tickets), a 📁 Closed Tickets category, a 📝 Ticket Logs category holding #ticket-logs and #ticket-transcripts, and two roles: Ticket Admin (full ticket management) and Ticket Support (basic ticket access). On the Free plan the roles are named TicketCord Admin and TicketCord Support. If matching categories or roles already exist, /setup offers Create Anyway (New Names), Use Existing (Recommended), or Cancel. /setup only creates Discord resources; you still finish the configuration in the dashboard.

/setup needs Administrator, or Manage Channels plus Manage Roles. /config (the interactive settings panel) needs Administrator. Everything else is configured in the dashboard by the bot owner or by users you grant dashboard access to.

Open Dashboard → Bots → your bot → Servers → the server → Panels & Embeds, create an embed, add a button (or dropdown or application form) that opens a ticket, and post it to a channel with the Post button in the dashboard or with /embed <name> [channel] in Discord (/embed needs Manage Messages). Free accounts can save 1 embed, Basic and Pro 5, Enterprise 15.

Yes. In a server's configuration use Import Server Settings to copy all behavioural settings (timers, toggles, AI settings, business hours), custom embeds, and canned responses from another of your servers; Discord-specific IDs (roles, channels, categories) are cleared and must be picked again, and webhooks and status page integrations are not copied. To move everything from one bot to another, use Transfer configuration on the bot page in Bots.

Give them one of the staff roles in Discord. Which Discord roles count as staff is set by the bot owner under Dashboard → Bots → your bot → Servers → the server → Staff. Permissions are checked live, so role changes apply immediately. If you ran /setup, select the Ticket Admin and Ticket Support roles it created under Staff.

Yes, if the bot owner grants them dashboard access under the Staff tab (Dashboard Access Control). Those users can view and change bot settings for that server, but only the owner can change staff roles, dashboard access, and billing.

Yes. The Firewall tab controls who can create tickets with allow and block lists (users and roles). ModMail has its own firewall list for who can contact staff by DM. On Basic and higher you can also restrict a specific panel button to certain roles.

Ticket channels are only visible to the ticket creator, the configured staff roles, and anyone added with /add. Check that the staff member has a role listed under the Staff tab, that the bot's role is above the roles it manages in Discord's role list, and that the bot has Manage Channels and Manage Roles in the ticket category.

Close: the ticket creator, staff, or an administrator, with /close [reason] [silent] or the Close button. Reopen: staff and the ticket creator, with /reopen. /purge, which bulk-deletes tickets, is limited to the server owner. In the dashboard, Delete soft-deletes a ticket (it stays visible under the Deleted status) and Purge permanently removes deleted tickets and is limited to the bot owner.

30 slash commands plus one right-click command. Ticket management: /close, /reopen, /claim, /unclaim, /add, /remove, /rename, /closerequest, /transcript, /priority, /tag, /note, /claims, /feedback. Staff tools: /reply (canned responses), /stats, /summary, /ai-help, /context, /on-call, /translation, /modmail, /approval, /diagnose, and the Find ticket entry when you right-click a user. Admin: /setup, /config, /auto-close, /embed, /purge. Everyone: /help. The full reference with options and permissions is under Commands.

/reply (canned responses), /stats, and /auto-close need Basic or higher. /ai-help and /summary need Pro or higher. /approval needs Enterprise. Everything else works on Free. A command used on the wrong plan replies with error code TC014.

/close accepts reason, in (for example 30m, 2h, 1d, which schedules a ModMail close after that delay), and silent (no DM is sent to the user). Staff can also send /closerequest [reason], which asks the ticket creator to confirm the close.

Auto-close closes tickets with no activity after a set time. Configure it under the Auto-Close & Reminders tab or with /auto-close <time> (for example 30M, 2H, 1D, or off; minimum 15 minutes, maximum 30 days; needs Administrator). It requires Basic or higher; existing Free accounts that had it before the change keep it. Reminders that warn the user before closing are configured in the same tab.

Saved replies that staff send with /reply <shortcut>; the shortcut option autocompletes. Create them under the Quick Replies tab. Basic and Pro allow 25, Enterprise unlimited, Free none.

When a ticket closes, TicketCord saves the conversation and posts a transcript to the transcript channel you chose (the #ticket-transcripts channel from /setup by default). Staff can also run /transcript inside a ticket at any time. In the dashboard every ticket can be exported as HTML, JSON, CSV, or PDF in the default, compact, or detailed template; transcript pages on ticketcord.com require signing in with an account that has access to the ticket. How long transcript content is kept depends on your retention setting (see Privacy below).

ModMail lets members open a ticket by sending your bot a direct message; each DM conversation becomes a ticket channel in the category you choose, and staff replies are relayed back as DMs. Enable and configure it under the ModMail tab: category, staff and ping roles, greeting and closing messages, anonymous replies ("Support Team" instead of staff names), a user close button, reopen cooldown, minimum account age and server membership, auto-sorting into waiting categories, and (on Basic and higher) reminders for whoever needs to reply next. /modmail evidence and /modmail message <number> help staff inspect a ModMail ticket.

Yes, on Basic and higher. Turn on DM on join in the server configuration; the default message welcomes the member and tells them to reply to the DM to open a ticket. Supports {server} and {username} placeholders.

Yes. On Free every user is limited to 5 open tickets at a time and this cannot be changed. On Basic and higher set the number under the Opening tab, Ticket Limits Per User. When a user hits the limit they see error code TC016.

Basic €3.50/month or €34.99/year, Pro €6.99/month or €68.99/year, Enterprise €12.99/month or €128.99/year. Free is €0. Yearly billing saves about 17%. Prices are in EUR; the pricing page is the source of truth. Full feature matrix on Plans & Pricing.

1 bot, unlimited ticket volume with a fixed limit of 5 open tickets per user, all the ticket commands that do not need a paid plan, ModMail, the dashboard, transcripts and exports, 1 saved embed, and closed-ticket retention of delete-after-close, 30, or 90 days. The "Powered by TicketCord.com" footer and bot status are required. No AI, no analytics, no quick replies, no auto-close, no webhooks.

Pro is Basic plus AI. Both have 3 bots, branding removal, custom bot status, analytics, auto-close, 25 quick replies, application forms, custom close messages, DM on join, and the full retention options. Pro adds 10M AI tokens a month, a knowledge base with 2 sources, Atlas AI, AI Help and summaries, priority, duplicate, and tone detection, and the ability to buy extra tokens.

6 bots, 30M AI tokens a month, 15 knowledge base sources with up to 500 crawled pages each, 20 outgoing webhooks per server, business hours, SLA management, approval workflows, scheduled reports, smart auto-routing, ticket translation, the sentiment journey, unlimited quick replies, 15 saved embeds, and custom footer text.

Every new account automatically gets 14 days of Enterprise. No card is collected and nothing is charged. During the trial you are limited to 1 bot, 2 knowledge base sources, 100 crawled pages per source, and 1,000,000 AI tokens for the whole trial. When it ends the account returns to Free and everything you set up is kept. Details on Free Trial.

Dashboard → Billing → Plans & Pricing: choose Card (monthly or yearly) or Crypto (3, 6, or 12 months), click Upgrade to …, accept the two-checkbox purchase consent, and pay. Card payments go through Stripe Checkout; if you already have a card subscription the plan changes immediately and the prorated difference is charged to your saved payment method right away. Step by step on Manage Subscription.

To move to a lower paid plan, click Downgrade to … on its card in Plans & Pricing; the change is scheduled for the end of the period you paid for, and nothing is charged or refunded. To cancel, open the Stripe billing portal with Manage Subscription on the Billing page; cancellation also takes effect at the end of the period you paid for. Until then you keep the plan. Nothing is deleted when a plan ends.

Cards and Link through Stripe, and cryptocurrency through NOWPayments (Bitcoin, Ethereum, Litecoin, Solana, Monero, TON, TRON, XRP, Bitcoin Cash, BNB, and USDT or USDC on several networks). Crypto purchases are one-time payments for 3, 6, or 12 months and never renew; they cannot overlap with an active card subscription.

TicketCord activates the moment you pay. At checkout you tick two separate boxes: a request for immediate access and an acknowledgement that you waive the 14-day EU right of withdrawal once the service begins. After that, subscriptions and token packages are non-refundable. Cancel at any time to stop future charges. For a billing mistake email hi@ticketcord.com with the invoice number.

Bots above the new limit are stopped (the oldest ones keep running) and show Plan Limited until you upgrade. Features the new plan does not include are switched off but keep their settings. On Free the open-ticket limit returns to 5 per user and TicketCord branding comes back. Tickets, transcripts, embeds, and configuration are all kept. Full list on Plans & Pricing.

Dashboard → Billing → Payment History lists every payment; Manage Subscription opens the Stripe portal where you download invoice PDFs, update your card, and change the billing name, address, and VAT number. Crypto purchases have no Stripe invoice. See Invoices.

Stripe retries the charge and emails you. While the invoice is unpaid the account is treated as Free (extra bots stop, paid features pause). Update the card and pay the open invoice from Manage Subscription and access returns. If all retries fail, the subscription ends and you stay on Free until you subscribe again.

Email hi@ticketcord.com with what you need.

Pro and Enterprise: knowledge base answers in tickets, Atlas AI (a dashboard assistant that can look up ticket details, staff performance, and analytics), AI Help for staff (/ai-help), AI summaries (/summary), priority detection, duplicate detection, tone detection, and general-knowledge fallback answers. Enterprise only: smart auto-routing, ticket translation, and the sentiment journey. Free and Basic have no AI.

Pro 10,000,000 per month, Enterprise 30,000,000 per month, Free and Basic none. The trial has 1,000,000 for the whole 14 days. Usage, the reset date, and a projection are shown under Dashboard → Usage.

Monthly plan tokens do not; they reset at the start of each billing cycle. Purchased extra tokens never expire and carry over.

Pro and Enterprise accounts can, from Dashboard → Usage → Extra Tokens: 10M for €4.99, 20M for €8.99, 50M for €21.99. Extra tokens are only spent after the monthly allocation is used up and never expire. Basic and trial accounts cannot buy tokens.

AI features pause until the next reset or until you add tokens. Everything else keeps working. In a ticket the bot tells the user it is connecting them with a team member, and staff see a notice that the AI token quota has been reached so they take over.

You add sources (websites that TicketCord crawls, or text and Q&A entries) under the Knowledge Base tab. When a user writes in a ticket, the bot searches those sources and answers with citations when it is confident; otherwise it hands over to staff. Pro allows 2 sources with up to 100 crawled pages per website source, Enterprise 15 sources with up to 500 pages. A website source can be re-indexed once every 24 hours. With Learning on, the bot proposes new Q&A entries from resolved tickets for you to approve. See Knowledge Base.

Add or update sources so the information actually exists, check the crawled pages for the source, review and approve the Q&A entries the bot learned from closed tickets, and adjust the confidence threshold under Knowledge Base settings. If the account has run out of tokens, answers stop entirely until tokens are available. See Knowledge Base Feedback.

Yes. Under the AI Features tab each feature (knowledge base answers, priority detection, duplicate detection, tone detection, translation, auto-routing, and so on) has its own toggle, and the AI can be turned off for the server entirely. Staff can also toggle translation for a single ticket with /translation.

It depends on the retention policy of the server, set under the Transcripts tab, Ticket data retention. Options are Delete after close, 30 days, 90 days, 180 days, 365 days, and Keep until manually deleted. Free servers can choose delete after close, 30, or 90 days (default 90); Basic, Pro, and Enterprise can choose any option (default 365 days). When the policy runs it removes the stored messages, attachment links, transcript links, compressed history, and any knowledge base learning derived from the ticket; ticket metadata and staff-only internal notes remain. The policy applies to tickets created after it took effect; older tickets keep their previous treatment unless you delete them. Copies in Discord or transcripts you exported are not affected.

Bot tokens and other secrets are stored encrypted. They are never included in data exports and never returned by the dashboard or API. All connections use TLS. If you think a token leaked, reset it in the Discord Developer Portal and paste the new one under Update Credentials.

Your Discord account details (ID, username, avatar, email), the bots and servers you connect, ticket content (messages and attachments), configuration, and usage analytics. TicketCord does not sell data. The Privacy Policy lists the processors used for payments and AI and how long each kind of data is kept.

Yes, on request. Email hi@ticketcord.com from the address on your account (the Support page in the dashboard has the email under Your rights). The export is a JSON file with your profile, your bots (without credentials), and your servers; tickets, transcripts, and knowledge base content for specific servers are included when you ask for them. Billing records are held by Stripe and NOWPayments and are not part of the export. Replies usually go out within two business days. Individual tickets can also be exported from the dashboard at any time. See Data Export.

Account deletion is not self-serve. Email hi@ticketcord.com from the address on your account, say which account to close, and confirm you understand it is permanent. Requests are processed within two business days. Deleted: your profile, plan, every bot you own, every server configuration, and the tickets and transcripts tied to them. Kept for legal reasons: billing records and operational audit logs. Back up what you need first; there is no recovery. You can delete individual bots (with all their data) and tickets from the dashboard at any time.

Deleting a bot from Bots permanently removes the bot and everything attached to it: tickets, knowledge base, analytics, embeds, and server configurations. You type the bot's name to confirm. Export anything you want to keep first.

The usual causes, in order: the two Privileged Gateway Intents are off in the Developer Portal (Discord error 4014); the token was reset and TicketCord still has the old one (status Token invalid: use Update Credentials); the bot exceeds your plan's bot limit (status Plan Limited: upgrade or delete a bot); Discord is having an outage; or the bot was rate limited (wait and retry). The bot page shows the current status and any error. Restart on the bot page starts it again.

Wait a few minutes after adding the bot; command registration is not instant. Make sure the bot has Use Application Commands in the server, restart the bot from the dashboard, and if commands still do not appear, re-invite the bot from the dashboard's Invite button. If another ticket bot is in the server, its commands can be confused with TicketCord's; remove the old bot when you have finished migrating.

Run /diagnose in the server. Common causes: the bot lacks Manage Channels or Manage Roles in the ticket category (error TC002); the category, channel, or role from the configuration no longer exists (TC004); the ticket category already has 50 channels, Discord's maximum (TC019); the server is not fully configured in the dashboard (TC011); the user already has the maximum number of open tickets (TC016); the user is on cooldown or double-clicked (TC013); or the feature is disabled or outside business hours (TC018). Every code is explained on Troubleshooting.

Every error the bot shows carries a code. TC000 unexpected failure on our side; TC001 Discord rate limit; TC002 missing permission; TC004 channel, category, role, ticket, or user no longer exists; TC005 Discord returned an error; TC008 could not fetch roles, channels, or members; TC009 nothing or an invalid option selected; TC010 unknown button or menu; TC011 server or feature not configured; TC012 invalid command input; TC013 ticket cooldown or duplicate submission; TC014 higher plan needed; TC015 action conflicts with the ticket's state; TC016 open-ticket limit reached; TC017 command used outside a ticket; TC018 feature disabled, unsupported, or outside business hours; TC019 Discord channel or category limit reached. Details and fixes are on Troubleshooting.

Check that a transcript channel is selected under the Transcripts tab, that the bot can see it and has Send Messages, Embed Links, Attach Files, and Manage Webhooks there, and that the retention policy is not Delete after close if you expect content to remain available in the dashboard.

On Free, the "Powered by TicketCord.com" footer and bot status are enforced and custom footer text is removed. After downgrading, saved embeds above the new limit are kept but cannot be used. Upgrade and the customisations return.

Expected: the old token stops working the moment you reset it. Open the bot in Dashboard → Bots, click Update Credentials, paste the new token, and the bot restarts automatically.

The support Discord, the help centre, or hi@ticketcord.com. Paid plans get priority support (24-hour target on Basic and Pro, 12-hour on Enterprise). When you ask, include your bot name, the server, what you clicked, and the TC code if one was shown.