Discord Ticketing
Create private support threads from Group Steward
Discord ticketing is a Group Steward feature for support operations. Members open private support threads from a public panel; NebulaClaw can answer with your knowledge base first, then escalate cases that need a human operator.
How It Works
- You publish an Open ticket panel in a Discord channel.
- A user clicks a button on the panel.
- NebulaClaw creates a private Discord thread.
- The Bot answers from your knowledge base.
- If the user stops responding, the Bot follows the idle-close flow.
- If the issue needs a person, the ticket is marked as escalated for your team.
Prerequisites
- Discord is connected under Agent โ Platforms โ Discord.
- The server is registered in the Discord Servers list.
- The Bot can create threads and send messages in the panel channel.
- Optional: create a support role if you want team members auto-added to new ticket threads.
Configure the Ticket Panel
Open:
Agent โ Group Steward โ Tickets
Each connected Discord server appears as a card.
Open panel settings
On the server card, click Configure panel.
Enable the panel
Turn on the ticket panel for this server.
Choose the panel channel
Select the Discord channel where the public ticket panel should be posted.
Members need to see this channel so they can click the ticket button.
Write the panel copy
Configure:
- Panel title
- Panel description
- Button label
- Welcome text posted inside the private thread
- Optional panel color and image
Set automation limits
Configure:
- Close idle minutes: when the Bot should close silent conversations.
- Escalation keywords: comma-separated words or phrases that should immediately send the ticket to humans.
- Max bot replies: hard cap that prevents long automated loops.
- Reply language: auto, Chinese, or English.
Add support roles
Add Discord support role IDs if those team members should be automatically added to every new ticket thread.
This is useful when support staff should not be full Discord admins but still need to see and reply to tickets.
Add categories
You can add up to five category buttons. Each category can have its own:
- Emoji
- Label
- Button style
- Welcome text
Examples: Support, Bug report, Partnership, Billing.
Save
Click Save. NebulaClaw posts or refreshes the ticket panel in the selected channel.
Manage Tickets
In Group Steward โ Tickets, each server card shows ticket filters:
- Active: open, in progress, awaiting user, and escalated tickets.
- Escalated: tickets needing human attention.
- All: includes closed tickets.
Click a ticket row to open the drawer. From there you can:
- Read the ticket message history.
- See status, thread ID, category, topic, and escalation reason.
- Apply ops tags such as urgent, awaiting reply, following up, or resolved.
- Force-close the ticket when it is done.
- Jump to the Discord thread when a thread link is available.
For escalated tickets, reply directly inside the Discord thread. NebulaClaw keeps the ticket record linked to that thread.
Recommended Setup
- Use one public channel such as
#supportor#open-ticketfor the panel. - Keep the panel description short and action-oriented.
- Add 2-4 categories only if your team actually routes them differently.
- Add a support role so the right operators are added to private threads automatically.
- Put common answers in the Knowledge Base before enabling the panel, so the Bot can resolve simple questions without escalation.