How a ticket works

The full journey, from the member’s click to the transcript.

A ticket is a private conversation between a member and your team, opened from a button, in a channel created for the occasion.

From the member's side

They see a panel in a channel: a message with a button, or a dropdown if there are several kinds of request.
They click. If a form is configured, a dialog asks for a few details before opening.
Bao creates a private channel, visible to them and to the support team, and posts a welcome message there.
They talk normally. At the end, the ticket is closed, by them or by the team.

From the team's side

The ticket appears in the intended category, with a readable name (ticket-0042).
A staff member can claim it, which clearly shows who is handling it.
Canned replies save rewriting the same thing over and over.
On closing, a full transcript can be archived in a dedicated channel.

The vocabulary

Term	Definition
Panel	The published message members open a ticket from
Option (or type)	An entry on the panel: "Technical support", "Billing"… each with its category, its welcome and its form
Ticket	The channel created for one request
Claim	Assigning a ticket to a staff member
Transcript	The readable archive of a closed ticket
Macro	A ready-made reply, insertable in one click

The two shapes of ticket

Dedicated channel (default): a real channel, with permissions set member by member.
Private thread: lighter, does not consume a channel. Useful on very high-volume servers.

A Discord category can only hold 50 channels. You can declare overflow categories: when the first is full, Bao moves to the next instead of failing.