Settings Explained

Understand what each configuration setting does and how to use them effectively.

General Settings

These settings control the basic behavior of Docket in your server.

Default Ticket Channel

Sets the Discord channel where new ticket threads will be created by default. Choose a channel that your support team actively monitors, such as #support, #tickets, or #help-desk.

Channel Permissions

Make sure your support team has read access to the default ticket channel so they can see and respond to new tickets.

Global Staff Role

Assigns a Discord role that will automatically have access to all new tickets. Instead of manually setting permissions for each ticket, this role gets automatic access to everything. Assign a role like @Support Team or @Moderators. You can leave this empty and assign roles on a per-ticket-type basis instead.

Ticket Format (Welcome Message)

Sets the default message that appears when a new ticket is created. This sets expectations and provides instructions to users opening tickets. Examples:

"Thanks for opening a ticket! Please provide as much detail as possible about your issue."
"Welcome! A staff member will respond shortly. Please be patient."
"Support ticket opened. Please describe your issue and one of our team members will assist you."

Per-Type Customization

You can override this message for specific ticket types if needed.

Ticket Type Settings

When creating or editing ticket types, you configure these settings:

Name

The display name of the ticket type. This is what users see when creating a ticket. Examples: "Bug Report", "Feature Request", "User Support", "Billing Question"

Description

A brief explanation of what this ticket type is for. Helps users choose the right category. Examples: "Report bugs or issues you've encountered", "Suggest new features", "General support and assistance"

Number Format

The template for ticket IDs. Use {number} as a placeholder for the auto-incrementing number:

ticket-{number} → ticket-1, ticket-2, etc.
support-{number} → support-1, support-2, etc.
#ISSUE-{number} → #ISSUE-1, #ISSUE-2, etc.

Channel

The Discord channel where tickets of this type will be created. Can be different from the default channel.

Organize by Type

Route different ticket types to different channels. For example, send billing tickets to #billing-support and support tickets to #support-tickets.

Staff Role (Optional)

A specific role that will have access to all tickets of this type. Useful if different teams handle different ticket types. Example: Assign @Developers to Bug Report tickets and @Support to General Support tickets.

Best Practices

Organization

Use descriptive ticket type names so users know what each is for
Don't create too many ticket types — users will be confused
Keep ticket types focused on distinct categories of issues

Role Management

Use Discord roles to organize your support team by expertise
Consider having a global staff role for oversight
Use ticket-type-specific roles for specialized teams

Messages

Keep welcome messages friendly but professional
Provide clear instructions on what information to include
Set expectations about response times when possible

Advanced Tips

Multiple Support Channels

Use different channels for different ticket types to organize your workflow:

#bug-tickets for bug reports
#feature-requests for feature ideas
#support-tickets for general support
#billing-support for billing questions

Custom Welcome Messages

Tailor the welcome message for each ticket type to guide users appropriately. For bug reports, ask for steps to reproduce. For feature requests, ask for use cases.