Thread Mode
Thread Mode is an alternative ticket system that creates tickets as Discord threads instead of separate channels. This mode offers unique advantages and some limitations compared to the traditional channel-based ticket system.
Thread Mode fundamentally changes how tickets work. Instead of creating a new channel for each ticket, tickets are created as private threads attached to your ticket panel channel.
How Thread Mode Works
In Thread Mode, when a user opens a ticket, a private thread is created in the panel channel. Unlike channel mode where all support team members are automatically added, thread mode starts with only the ticket opener.
Staff members can join the thread by clicking the Join Ticket button that appears in your ticket notification channel. This gives you more control over who handles each ticket.
Ticket Notification Channel
When a ticket is opened in thread mode, a notification embed is sent to your configured ticket notification channel. This embed includes:
- Information about who opened the ticket
- The panel/category the ticket belongs to
- The current number of staff members in the ticket
- A Join Ticket button for staff to join
The notification embed automatically updates as staff members join or leave the ticket.
Channel vs Thread Comparison
Understanding the differences between channel mode and thread mode will help you decide which is best for your server.
| Feature | Channels | Threads |
|---|---|---|
| Organization | Can be sorted by category | Attached to the Ticket Panel channel |
| Panel Switching | Can move between categories with /switchpanel command | Cannot be moved |
| Reopening | Tickets cannot be reopened once closed | Tickets can be reopened |
| Transcripts | Transcripts viewable on dashboard | Transcripts viewable on dashboard |
| Limits | Limited to 500 channels total, and only 50 channels in a single category 1 | 1000 open threads, unlimited closed threads |
| Staff Access | All staff on support team added to ticket automatically | Staff members must press button to join ticket 2 |
| Claiming | Tickets can be claimed | Ticket claiming is unsupported 3 |
| Panel Switching | /switchpanel changes the ticket panel of an existing ticket | /switchpanel is unsupported 4 |
| On-Call System | On-call system not usable | Staff can be marked as on-call to automatically be pinged and added to tickets |
| Naming | No spaces in channel names | Spaces in channel names permitted: e.g. "Ticket 1234" |
Note 1: The 500 channel limit is a Discord-imposed limitation for all servers, not a limitation of the bot.
Note 2: See workaround in FAQ below for automatically adding support team members.
Note 3: Staff members must individually click a button to join the ticket, so the behavior is replicated through manual joining.
Note 4: This is due to Discord's permission management internals being very different for threads compared to channels.
On-Call System
Thread Mode introduces a new command: /oncall. This command allows staff members to mark themselves as available for ticket support.
How On-Call Works
- Staff members run
/oncallto toggle their on-call status - When on-call, they receive a special role that marks them as available
- When a new ticket is opened, all on-call staff members are automatically pinged in the ticket thread
- Running
/oncallagain removes the on-call status
Important: When a staff member becomes on-call, they will not be automatically added to any existing tickets. They must join existing tickets via the ticket notification channel as normal.
Enabling Thread Mode
You can enable Thread Mode through the dashboard settings.
- Navigate to your server's dashboard
- Go to the Settings tab
- Find the Thread Mode section
- Enable Thread Mode and configure your Ticket Notification Channel
- Click Save Changes
The Ticket Notification Channel is where staff will see new ticket notifications and can click to join tickets.
Frequently Asked Questions
Which mode should I use?
The choice between channel mode and thread mode depends on your server's needs:
- Channel Mode: Best for servers with small teams or if you need features like ticket claiming and panel switching
- Thread Mode: Ideal for servers with heavy 1-on-1 support focus, need to reopen tickets, or want better organization with threads
If you require features like reopening tickets or have hit Discord's channel limits, you must use Thread Mode.
Can the support team be added to threads automatically?
Although Thread Mode is designed for staff to manually join tickets via the Join Ticket button, you can automatically add support staff to threads by:
- Including them in the Mention On Open field for the Ticket Panel
When configured this way, support team members will be automatically added to new thread tickets when they're created.
Can I switch between modes?
Yes, you can enable or disable Thread Mode at any time through the dashboard settings. However, existing tickets created in one mode will remain in that format. New tickets will use the currently active mode.
What happens to existing tickets when I switch modes?
Existing tickets are not affected when you switch between modes. Tickets created in channel mode remain as channels, and tickets created in thread mode remain as threads. Only new tickets will use the currently active mode.
Need help configuring Thread Mode? Check out the Settings documentation for more details.