Ticket System
Organized support tickets with HTML transcripts, blacklists, and staff statistics.
The ticket system is built from panels — a panel is a message containing a button or dropdown menu that members use to open tickets. You can export panels and import them into another server.
Create a ticket panel
Choose the panel layout and opening method: Single button for general tickets, or a Category menu (complaint / inquiry / application) to route each ticket directly to the right team.
Set support team
Roles that can view and respond to tickets. Each ticket is opened as a private channel visible only to its author and these roles.
Train your team to claim tickets
The most important habit to teach your team. Without claiming, three moderators might reply to the same person at once, leading to confusion.
Once a moderator claims it, they take ownership and the rest of the team knows it's taken.
/tclaim Claim · /tadd Add member · /tremove Remove · /tcall Summon in DMs · /tclose CloseTrack performance and archives
This page displays ticket activity, archives, and stats for each moderator — showing who is truly active on the team.
How the system works
The ticket system moves support away from messy DMs into an organized, documented channel:
Creation — The member clicks a button or selects an option from a menu, opening a private channel visible only to them and the support team.
Claiming (/tclaim) prevents the biggest support issue: three mods replying to the same person. Once a mod claims it, they take full ownership.
Transcript — Upon closing, Lona generates a full HTML log of the conversation and sends it. Not a word is lost, giving you a clear reference for any future disputes.
The blacklist prevents spam tickets, and statistics measure each moderator's performance.
Set up a professional ticket system
/setup_ticket — or /setup_ticket_menu for multiple types/tclaim — train your team to claim tickets before replyingTicket requires an additional person
/tadd @member — adds them to the ticket/tcall @member — summons them via DM/tremove @member — once their part is done/ticket_stats reveals who is truly active on the support team.