Frequently Asked Questions
Find answers to common questions about using Docket.
Getting Started
How do I invite Docket to my server?
Click the 'Invite Bot' button on the Getting Started page or visit https://docket.noyralabs.com/invite. You'll need administrator permissions to authorize the bot.
What permissions does Docket need?
Docket requires: Send Messages, Manage Channels, Read Message History, Add Reactions, and Manage Roles. These are automatically requested when you use the official invite link.
Can I use Docket in multiple servers?
Yes! Docket can be invited to multiple servers. Each server has its own configuration, ticket types, and transcripts.
Configuration
How do I change which channel tickets are created in?
Go to your server settings in the Docket dashboard and set the 'Default Ticket Channel' in General Settings. You can also set different channels for specific ticket types.
Can I customize the welcome message for tickets?
Yes! Set a default welcome message in General Settings under 'Ticket Format'. You can also customize it for each individual ticket type.
How do I give specific roles access to tickets?
Set a 'Global Staff Role' in General Settings to give one role access to all tickets, or assign specific roles to individual ticket types.
Can I delete a ticket type?
Yes, go to the Ticket Types section and click Delete. Existing tickets won't be affected, but new tickets won't be able to use that type.
Transcripts
How long are transcripts saved?
Transcripts are saved permanently. You can access them anytime from the dashboard's Transcripts section.
Can I export or download transcripts?
Yes! Use your browser's print-to-PDF feature or copy the transcript URL to share. Each transcript has a unique URL you can reference.
What happens when I close a ticket?
The ticket thread is archived and a transcript is automatically saved. The transcript remains accessible in your dashboard.
How do I search for old transcripts?
Go to the Transcripts section and use the search/filter options. You can search by ticket ID, user, or date.
Management
Can multiple staff members work on the same ticket?
Yes! Any member with access to the ticket channel (via role assignments or channel permissions) can see and respond to tickets.
What's the difference between Global Staff Role and ticket-type roles?
Global Staff Role gives access to ALL tickets. Ticket-type roles only give access to tickets of that specific type. Use both for granular control.
Can I customize ticket ID formats?
Yes! When creating a ticket type, set the "Number Format" field. Use {number} as a placeholder. Example: BUG-{number} creates BUG-1, BUG-2, etc.
What if the bot goes offline?
The bot may temporarily go offline for updates or maintenance. If offline for more than a few minutes, contact support.
Still Have Questions?
Can't find your answer? Check out the other documentation pages:
- Getting Started Guide — Initial setup and bot invitation
- Setup Guide — Detailed configuration instructions
- Settings Explained — What each setting does
- Ticket Types — How to create and manage ticket categories
- Transcripts — Accessing and managing ticket history