Panels and categories
Panels and categories are the whole configuration surface of the ticket system. If you understand these two, you understand Onyx tickets.
Panels
A panel is a published message members use to open tickets, designed in the panel builder from stackable blocks with a live preview:
- Text blocks with full markdown: headings, bold, lists, small
-#subtext, and your server's custom emojis. - Image blocks (up to 10 images shown as a gallery) and separators for spacing.
- Categories blocks in three display modes: a list with each category's emoji, name, description, and an open button on its own row (the default), a compact button grid, or a dropdown. You can use several categories blocks and split categories between them under your own headings.
- An optional accent color on the panel's left edge, and the channel it publishes to. Republish after edits and the bot updates the message in place.
The builder shows Discord's real limits as you work (40 components and 4,000 characters of text per message) and stops you from exceeding them.
Categories
Each category is a kind of ticket, with its own behavior:
- Name and emoji. What members see on the panel button or dropdown. The emoji picker includes standard emojis and your server's own custom emojis.
- Staff roles. Who gets pinged on escalation and can see these tickets.
- Intake form. Up to five questions answered before the ticket opens.
- AI answering. On by default; switch it off where you always want humans first.
- Welcome message. Replace the default greeting with your own copy.
- Channel or thread. Tickets open as private channels by default, or private threads if you prefer no channel clutter.
- Naming template. For example
ticket-{counter}, with{username}and{category}available. - Max open per user. Stop one member from stacking up tickets (1 to 10).
- Auto-close hours. Close quiet tickets automatically. See "Auto-close and working hours."
Limits
Free includes 1 panel and 3 categories. Pro removes both limits.