> ## Documentation Index
> Fetch the complete documentation index at: https://docs.quark.bot/llms.txt
> Use this file to discover all available pages before exploring further.

# Tickets

> Private support tickets, opened from a panel in your server

Members open a ticket by pressing a button on a **panel** that Quark posts in one of your channels. Each ticket is a private thread that only the member and your staff can see. Staff can answer in Discord or from the dashboard, and every ticket keeps a transcript.

Tickets are on the dashboard under **Tickets** in the sidebar. The quickest way to start is `/setup` in Discord: choose **Tickets**, pick the channel for the panel and the staff roles, then post it.

## Panels

A panel is a message with a button for each kind of ticket. Under **Tickets → Panels** you can:

* add up to 25 buttons, each with its own label, emoji, colour and line of text;
* set the staff roles who answer each button's tickets, and whether only those roles see them;
* add a form of up to 5 questions that the member answers before the ticket opens, including file questions;
* see a preview of the panel exactly as Discord will show it, then **Save and post** (or update the one already posted).

## Working on a ticket

Each ticket opens with a card of buttons for staff: **Claim**, **Add** a person, **Close**, and **More actions** for the rest.

| In a ticket you can | Where |
| - | - |
| Claim it, so others know you have it | **Claim** |
| Set its priority (low, normal, high or urgent) | **More actions** |
| Mark it as waiting on the member | **More actions**. Quark nudges them, and can close the ticket if they stay quiet |
| Add a private note, never shown to the member | **More actions** |
| Move it to another category, or merge it into another ticket | **More actions** |
| Close it with a reason, or reopen it | **Close**, or the dashboard |

Everything on the card is also on the dashboard, and in Discord with `/ticket` (for example `/ticket priority` or `/ticket wait`). See the [command list](https://docs.quark.bot/commands/list.md).

On the dashboard, **Tickets** lists every ticket beside the one you have open. Filter by Everyone's, Claimed by me, Unclaimed or category, and use J and K to move up and down. Each ticket shows the form answers, who claimed it, the member's warns, cases and earlier tickets, and the full transcript. You can reply from there, and replies show up in Discord straight away. Bulk actions close or claim several tickets at once.

When a ticket is closed, Quark posts its transcript to your transcript channel and can ask the member to rate the help they got.

## Settings

**Tickets → Settings** holds the staff roles added to every ticket, the transcript channel, how many tickets one member can have open, closing tickets that have gone quiet, ratings, and business hours for response times.

## Stats

**Tickets → Stats** shows tickets opened and closed, open now, first response and resolution times, ratings and the busiest categories over 7, 30, 90 or 365 days.

## What each plan gets

| | Free | Quark Pro | Quark Enterprise |
| - | - | - | - |
| Tickets, panels and forms | Unlimited | Unlimited | Unlimited |
| Transcripts kept | 30 days | 1 year | 5 years |
| Claiming, notes, priority and waiting on the member | Yes | Yes | Yes |
| Ratings and business hours | Yes | Yes | Yes |
| Replies from the dashboard, live updates and bulk actions | Yes | Yes | Yes |
| Tags as slash commands | Yes | Yes | Yes |
| Ticket stats, times and ratings | Yes | Yes | Yes |
| Saved replies, merging and reminders | No | Yes | Yes |
| Public tickets | No | Yes | Yes |
| Help centre | No | With Quark's credit | Credit removable |
| Quark's avatar, banner and bio on your server | Nickname only | Yes | Yes |
| Matching tags and reply time when a ticket opens | No | Yes | Yes |
| Automatic answers | No | No | Yes |
| Per-staff times and top reasons | No | No | Yes |

Coming from Ticket Tool or tickets.bot? See [Switch to Quark](https://docs.quark.bot/dashboard/switch.md).


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