3.9. Message Settings
Message Settings let you customize the messages your bot sends inside tickets — when a ticket is claimed, when it is unclaimed, and when a staff member sends a message from the dashboard. Each one has its own editor with the same rich embed controls as the Tags editor.
Opening the Editor
Open the “Message settings” button in the header of the Tickets page. Both admins and support staff (see Staff Dashboard Access) can open it, so the people actually working tickets can tune the messages they send.
The Three Messages
| Message | Sent When |
|---|---|
| Claim message | A staff member claims a ticket. |
| Unclaim message | A staff member unclaims a ticket. |
| Dashboard message | A staff member sends a message into a ticket from the dashboard. |
Plain Text or Embed
Each message can be sent as a simple plain text message, or as a full embed. Toggle the embed switch in the editor to choose. When using an embed you get control over:
- Title and color
- Description (the main body)
- Author — name, URL and icon
- Thumbnail and large image
- Footer — text and icon
- Fields — up to 25, each with its own inline toggle to display them side-by-side
All URLs are validated and colors must be valid hex. Leave a field blank to omit it — empty fields are stored as nothing rather than an empty embed element.
Placeholders
Use these placeholders anywhere in your message text and the bot fills them in when the message is sent:
| Placeholder | Resolves To |
|---|---|
%sender% | The staff member who sent or claimed the message |
%opener% | The ticket opener, as a mention |
%user% | The ticket opener's username (no mention) |
%ticket% | The ticket number |
%server% | Your server name |
Ping Tokens
Dashboard messages support targeted ping tokens so you can notify exactly the right people:
@opener— pings the ticket opener@claimer— pings the staff member who claimed the ticket@staff— pings the panel's support staff
Safety: @everyone and @here are blocked from dashboard messages, so an accidental mass-ping can never escape the dashboard.
Note: If you leave a message configuration effectively empty, the bot falls back to its sensible built-in defaults rather than sending a blank message.