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Desk is the ticket bot. It turns pings in your support channel into structured tickets with transcripts and staff-only channels.

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How tickets flow

  1. You post a panel. A panel is an embed with a button. Staff post one panel per support category (e.g. #billing, #bug-report, #general-help).
  2. A user clicks the button. Desk shows a form (optional — fields you defined) and asks for context.
  3. Desk creates a private channel in the configured category, adds the user + staff role, and pings staff if configured.
  4. You chat normally. Desk records every message to a transcript.
  5. Close with /close or the close button. Desk archives the channel, generates an HTML transcript (Premium) or plaintext transcript (Free), and DMs the user a copy.

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Panels

From Desk → Panels, create a panel:
  • Pick a channel (where the panel message lives).
  • Write the embed (title, description, color).
  • Set the button label + emoji.
  • Optionally add form fields — short or paragraph inputs with required / min-length / max-length / placeholder.
Each panel gets an open_count so you can see which request types are most common.

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Priority flags

Every ticket has a priority: low, normal, high, urgent. Set it from the ticket detail page. Urgent tickets can ping a dedicated role so on-call staff get notified.

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Auto-close

Tickets with no activity for N hours (configurable, default 48) are auto-closed. The user is DMed and can reopen by clicking a button if the ticket is still within the reopen window.

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Transcripts

Free plan. Plaintext transcript — clean chat log with timestamps, no embeds or attachments rendered. Premium plan. HTML transcript — styled like Discord, with embeds, attachments, reactions, and reply chains. Downloaded as a single HTML file, renderable offline. Transcripts are stored in Postgres indefinitely. You can re-download at any time from the ticket row in the archive.

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Max-open limits

Cap how many open tickets one user can have at a time (default: 3). Prevents accidental spam. When the user tries to open beyond the limit, Desk tells them which existing ticket to revisit.

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Staff role + pinging

Pick a staff role. When a ticket opens, that role is pinged (optionally) and added to the channel.

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Why Desk instead of a generic ticket bot

  • Same login as Guard + Rise. Mod history and ticket history for the same user in one click.
  • Cases link to tickets. If you banned someone who had 3 open tickets, you see the tickets on their profile.
  • No per-server license key. Works on any server with the bot installed.