July 2026

TicketBot can now measure the service commitments behind your support workflow—not just count tickets. Create rules for first response, follow-up after a claim, follow-up after a customer reply, total resolution time, and low customer ratings.

⏱️ Five Rule Triggers

• First response: time from ticket creation until the first staff response.
• Claimed follow-up: time from a staff member claiming a ticket until their next response.
• Staff follow-up: starts after every customer reply once staff has first responded, so the same ticket can produce fresh follow-up checks throughout the conversation.
• Resolution: total time from ticket creation until the ticket is closed.
• Low rating: creates an alert when a completed ticket receives a rating at or below your threshold.

🚨 Alerts That Reach the Right People

Every breach is recorded in the SLA dashboard. Premium servers can also deliver alerts to a default Discord channel, override the channel per rule, ping selected roles, and mention staff currently marked on-call with /oncall. Severity controls the alert color and urgency label; it does not change when a rule is evaluated.

📋 A Complete Operations Workspace

The new SLA page shows unresolved alerts, 30-day event volume, breached and pending checks, plan limits, rules, and recent events. Rules can be created, edited, paused, resumed, or deleted. Alerts can be acknowledged individually or in bulk and resolved once the underlying issue has been handled.

🆓 Useful on Free, Expanded with Premium

• Free: up to 2 rules, dashboard event history, and 14-day retention.
• Premium, Vote, and Whitelabel: unlimited active rules, one-year retention, Discord alert channels, role pings, and on-call escalation.

If Premium expires, saved rules and delivery settings are preserved. The two oldest enabled rules remain active, additional rules are marked as locked by plan, advanced Discord delivery pauses, and everything can reactivate after upgrading again.

🛡️ Deadlines Survive Restarts

Pending deadlines are preserved if TicketBot restarts or is temporarily offline. Monitoring resumes automatically when it returns, including alerts that became due while it was unavailable. Discord delivery is retried after temporary failures, and the system is designed to remain responsive as more servers and rules are added.

Analytics has been rebuilt into the premium performance workspace it was meant to be. Choose a 7, 30, or 90-day range and see demand, service quality, SLA health, customer sentiment, and team throughput in one report.

📈 New Service Metrics

• Ticket demand with comparison to the previous matching period.
• Average first-response time, average resolution time, and resolution rate.
• Daily ticket and response trends, peak demand hour, category mix, current queue, ratings, and most active staff.
• SLA compliance, daily compliance trend, breach causes, open alerts, and rule-by-rule performance.
• Discord user deep-dives for staff contribution or customer ticket history.

Reports now include both active and archived tickets, so older closed tickets do not disappear from a report after they are archived. Only the selected 7, 30, or 90-day period is calculated, keeping reports responsive as ticket history grows.

The separate “Update in Discord” step is gone. Once a single panel or multi-panel has been posted, saving it automatically updates its live Discord message.

🔁 One Tracked Live Message

TicketBot now tracks both the message and channel used for each panel. Reposting replaces the previous message instead of creating duplicates. Moving the configured panel channel posts the new copy and removes the old one. If someone manually deletes the Discord message, the next post recreates it cleanly.

🗑️ Clean Deletion

Deleting a panel or multi-panel from the dashboard also removes its tracked Discord message. If Discord refuses the cleanup because the bot lacks access, TicketBot keeps the dashboard record and explains what permission needs attention instead of silently leaving an orphaned panel.

Blacklists now support Discord roles as well as individual users. Blocking a role prevents every member holding that role from opening tickets, making it practical to restrict muted, unverified, quarantined, or otherwise ineligible groups with one entry.

User and role entries can be created from either the dashboard or /blacklist, support optional reasons and temporary expiry, and are enforced by the same ticket-creation check. Removing a role entry immediately restores access for its members unless another blacklist entry still applies.

The entire website and dashboard have been redesigned around a clearer, more readable dark interface while keeping TicketBot red as the primary brand color. Typography, spacing, surfaces, controls, borders, contrast, motion, and responsive behavior now follow one system instead of changing from page to page.

🎨 Every Major Surface Reworked

• Landing page, navigation, login, pricing, billing, and Whitelabel management.
• Server selector, guild overview, settings, panels, tickets, tags, modals, teams, blacklist, transcripts, integrations, audit log, analytics, and SLA.
• Documentation, blog, changelog, status, privacy, terms, and the Discord ticket bot landing page.
• Shared tables, editors, dialogs, toasts, empty states, error pages, not-found pages, and loading states.

Text contrast and small-label sizing were raised throughout the product. Pure-black page backgrounds were replaced with layered neutral surfaces, data tables received consistent rounded boundaries, and hover/focus behavior now communicates intent without making informational charts or cards look clickable.

Service health is now checked every five minutes. The status page refreshes on the same cadence and when you return to the tab, marks old snapshots as stale, shows response times and incident history, and lets you request a fresh snapshot without presenting a fake live check.

The website navigation no longer hardcodes “Operational.” It now reflects the latest service check and can show degraded, down, outdated, or unavailable states.

🤖 A Real Bot Health Check

Bot status now verifies that TicketBot is actually online, connected to Discord, and able to read the information needed for configuration, tickets, SLA, and service status. This prevents a healthy badge when the bot cannot really serve a server.

Unresolved incidents are remembered across monitor restarts and can be resolved as soon as service recovers. The monitor also starts reliably after a deployment instead of depending on whether it happened to be running beforehand.

Universal Loading and Failure States

Dashboard navigation now uses one continuous application-loading experience instead of flashing a different full page for each session, server, transcript, or data request. Route-level skeletons, error boundaries, empty states, and a branded not-found page make slow or failed transitions feel intentional.

Clearer Server Access

The server selector clearly separates workspaces you can manage from servers where TicketBot is merely installed. Access instructions now correctly say that only the server owner can grant dashboard access with /addadmin, and the old ambiguous shield/status icon was replaced with a clear lock.

Live Tag Preview

Tag creation and editing now include a Discord-style live preview for plain messages and rich embeds, matching the preview-driven panel workflow.

Safer Ticket Closing

Closing a ticket from the dashboard now uses a designed confirmation dialog with an optional close reason instead of a browser prompt. Claiming, unclaiming, and closing a ticket also start or stop the correct SLA timers.

Better Modals and Feedback

Shared dialogs now restore focus, close with Escape, lock background scrolling, distinguish destructive actions, and use consistent success, error, information, and confirmation styling. Toast titles and descriptions are presented in the correct order with aligned status icons.

Manual Product Tour

The unfinished automatic first-login tour has been paused so it cannot interrupt new admins. The Product tour remains available from the dashboard sidebar whenever someone chooses to start it.

Pricing and Premium Clarity

The pricing page and feature comparison now show a much fuller picture of Free, Vote, Premium, and Whitelabel—including SLA limits and advanced escalations. /premium wording and Whitelabel server-link status were also clarified.

Server-Wide Footer Branding

Vote, Premium, and Whitelabel servers can now replace the default TicketBot footer with their own text from Dashboard Settings. The saved footer is used throughout bot messages, while a footer configured directly on a panel still takes priority.

Status Monitor Was Not Actually Repeating

Fixed service checks running once and then stopping. Monitoring now continues at the documented five-minute interval and starts correctly again after deployments.

Incidents Could Survive Recovery After a Restart

An unresolved incident loaded when the monitor restarted could remain open after the first healthy check. Existing incidents are now reattached to their services and resolved immediately when health returns.

SLA Tracking Corrections

• Open Alerts now counts unresolved events; acknowledging an alert no longer makes an unresolved problem disappear from that metric.
• Elapsed time in claimed and staff-follow-up breach messages is measured from the actual check start, not ticket creation.
• Staff follow-up rules can run repeatedly throughout one ticket without overlapping or overwriting an already-pending follow-up.
• An intentional ticket close now satisfies a pending resolution check, so successful resolutions contribute to SLA compliance; unrelated pending checks are canceled.
• Closing cancels unrelated pending checks, while unclaiming, manual channel deletion, and member-leave cleanup cancel the checks that can no longer be completed.
• Reopening an archived thread resets the relevant ticket state and schedules fresh response and resolution checks.
• Premium-only Discord channels, role pings, and on-call delivery are now enforced consistently no matter how a setting is submitted.
• After a downgrade, only the rules included with the current plan keep tracking deadlines; extra rules and advanced settings remain saved for a future upgrade.
• Temporary Discord alert failures now retry safely, and each missed deadline creates only one breach alert even under heavy activity.

Premium and Whitelabel Consistency

Premium access is now applied consistently to direct subscriptions and servers linked to an active Whitelabel subscription. SLA rules run only for the server linked to that Whitelabel bot, Whitelabel servers receive the correct retention and feature access, and the dashboard correctly shows which server the bot is linked to.

Panel Message Cleanup

Fixed duplicate live panels, updates targeting the wrong channel after a move, stale tracking after a Discord message was deleted, and dashboard deletion leaving the live Discord message behind.

Thread Tickets Near the Channel Limit

Thread Mode no longer blocks new tickets when a server approaches Discord’s channel limit. Because thread tickets do not create separate server channels, the channel-count safety check now applies only to Channel Mode.

Analytics Chart Interaction

Fixed chart clicks producing browser focus borders, category bars appearing selectable, hover hitboxes missing visible data, 90-day tooltip label collisions, and missing response-time data being plotted as zero.

Recovery After Idle Periods

TicketBot now recovers automatically when access to ticket or server settings is interrupted after a quiet period. It also no longer reports itself as ready unless it can access the information required to operate.

Visual Polish Fixes

Fixed clipped changelog date labels, cut-off table corners and borders, toast icon alignment, unreadably small legal-page navigation text, inconsistent loading screens, and several low-contrast or pure-black surfaces across the redesigned site.