Tickets
Private help threads between members and your staff
A full support system inside Discord: members open a private ticket from a panel, your team works it with claim/assign, notes, priorities and status labels, and closing it hands you an HTML transcript of the whole conversation.
Turning it on or off
Every server chooses for itself — switch Tickets on or off from your dashboard, under Support. When it's off: members cannot open new tickets. Open ones stay where they are.
Setting it up
- 1
Create at least one category
With the support role your team actually uses — without this, nobody can see or work the tickets that open.
- 2
Add intake questions if useful
Asking for details up front (what's the bug, what server are they on) saves your team the first back-and-forth message.
- 3
Set up status presets and priorities
Even a simple Open/Waiting/Resolved set makes a queue much easier to scan.
- 4
Turn on reminders and auto-close for stale tickets
Prevents forgotten tickets from sitting open indefinitely — tune the timing per category if some naturally take longer than others.
- 5
Decide on the feedback prompt
A nice lightweight way to track support quality over time, entirely optional.
Categories and panels
A panel can offer several categories at once — Bug Report, Ban Appeal, General Support — each with its own support role, its own intake questions asked before the ticket even opens, and its own channel-name template. A category can be individually disabled without touching the rest of the panel.
Working the ticket
Claim locks a ticket to one staff member so two people don't collide on the same conversation. Priority and custom status presets (each with its own colour, and optionally renaming the channel when applied) let your team see at a glance what's urgent and what's just waiting. Internal notes are staff-only and never visible to the member.
Reminders, working hours, and auto-close
A stale ticket can get an automatic reminder ping (to the owner, staff, or both) after a set number of inactive hours, and eventually auto-close after a warning period if nobody responds — both are configurable globally and overridable per category, so a low-traffic category can have more patient timers than a busy one. Working hours can restrict SLA expectations to business hours only, so an overnight gap doesn't count against your team.
Closing out
On close, Hez generates a full HTML transcript of the conversation for your records, and can optionally DM the ticket owner a 1–5 star feedback prompt. Blacklisting stops a specific member from opening new tickets, for the rare case of someone abusing the system.
Commands
Tips & things people get wrong
- Forgetting to set a support role on a category is the single most common ticket setup mistake — the category will accept ticket opens but nobody on staff will be able to see them.
- Auto-close's warning period exists specifically so members get a chance to respond before the ticket actually closes — don't set the inactivity threshold and warning window to the same value, or the warning is meaningless.
- Working hours only affects when SLA breaches are counted, not when members can open tickets at all — tickets can still be opened any time.