How tickets work
Panels, categories, threads and transcripts — the whole flow in one page.
A member clicks a panel, a private thread opens, staff work it, and a transcript is saved when it closes. Four pieces:
Panels are the message members click. One panel holds up to 25 options.
Categories are the options on it. Each one decides where the ticket opens, who can see it, and whether the member fills in a form first.
Tickets are private threads. Only the opener and your staff roles can see one,
so you are not managing channel permissions per ticket, and your channel list does
not fill up with dead ticket-0042 channels.
Transcripts are saved when a ticket closes and posted to your transcript channel.
The numbering
Tickets are numbered per server, starting at 1. Numbers are never reused, so "ticket 46" means one thing forever.
Claiming
On Pro and above, staff claim a ticket before working it, which stops two people answering the same person. Claiming is recorded, so activity reports can tell you who handled what.
Closing
Closing archives the thread, saves the transcript, and — if you have switched it on
with /setup close-dm — sends the opener a copy along with a rating prompt.
Reopening is possible for 7 days. After that the thread stays archived and the transcript is the record.