Support tickets give members a private line to your staff. Each ticket is a private thread, staff see how many wallets the member has linked and which NXT roles they hold, and every ticket is kept as a transcript.
1. Permissions
In the channel where the ticket panel will live, make sure the NXT role has:
- View Channel, Send Messages, Embed Links
- Create Private Threads, Send Messages in Threads, Manage Threads
- Mention Everyone, so NXT can ping your staff role even if it is not mentionable
Members need View Channel in the panel channel. They do not need to send messages there.
2. Channel and staff role
- Open Dashboard > Support tickets.
- Pick the panel channel.
- Pick the staff role. This role is mentioned in every new ticket, which adds its members to the thread.
- Optionally set the panel title and description.
3. Categories
Add one category per kind of request, for example "Wallet help", "Partnerships", or "Report a scam". Each category has:
- Name and description, shown in the dropdown on the panel
- Auto response, an optional first message NXT posts in the ticket, for example expected response times or what information to include
- Intake questions, up to 5, shown in a modal before the ticket opens. Answers are posted at the top of the ticket.
4. Post the panel
Click Save and post panel. Members open a ticket by choosing a category from the dropdown. Each member can have up to 3 open tickets at a time.
What happens when a ticket opens
- The member answers the intake questions, if any.
- NXT creates a private thread in the panel channel and adds the member.
- NXT posts a holder context card for staff with the intake answers, the number of wallets the member has linked, and the NXT roles they hold, and mentions the staff role.
- If the category has an auto response, NXT posts it next.
The ticket page in the dashboard also shows the member's wallet addresses once they have verified in your server. Members with the Manage Threads permission can see private threads too, as in any Discord private thread.
Closing and transcripts
Either the member or staff can click Close ticket in the thread, and staff can also close a ticket from the dashboard. NXT locks and archives the thread. Messages are saved to the transcript as they are sent, including links to attachments, and the transcript stays in Dashboard > Support tickets. NXT does not delete transcripts automatically. Transcripts also appear on the member's profile in the member directory.