Tickets

Use Tickets when member requests need a private conversation with the right staff team.

Create a first panel

1. Open Tickets and choose Set up tickets.
2. Create the staff team that will receive requests and choose a private log channel.
3. Create a panel with clear member-facing text.
4. Add a ticket type, destination, and only the intake questions staff need.
5. Save and publish the panel in the channel where members should find it.

Members open tickets from a published panel, not with /ticket. After a panel is live, /ticket list helps a member find their open tickets again. Staff use /ticket to claim, reply to, transfer, close, and otherwise handle a ticket.

Run the conversation

Choose whether each ticket opens as a private channel or private thread, which team can see it, and how many a member may keep open. You can later add saved replies, FAQs, tags, automation, business hours, response targets, and status boards when your team needs them.

Use the overview and analytics pages to review the queue, transcripts, and workload without searching message content.

Test the full path

Open a panel with a test member. Confirm the ticket is private, the right staff can see it, a staff member can claim and reply, and the close path works. Check that the log destination and any transcript access do not expose member content to people who should not see it.

Tickets may contain personal information. Explain your server's support expectations and link members to Guardy's privacy controls. For the legal service terms and privacy policy, use the canonical Privacy Policy and Terms.