Tickets, then Settings in the OnyxBot dashboard holds the rules that apply to every ticket in your server, whichever panel or category it came from: transcript access, transcript retention, brand accent color, guild-wide staff roles, where public-channel hand-offs land, who can close a ticket, how many tickets a member can have open, working hours, and the ticket blacklist.
What is guild-wide and what is per-category?
Guild-wide settings are one value for the whole server. Per-category settings live inside a category on Tickets, then Panels: welcome message, naming template, ticket location (Private channel or Private thread), auto-close hours, intake form fields, and who can open that category. Staff roles exist in both places and combine. Guild-wide roles are staff everywhere, category roles add to them.
Transcript access and retention
The first card is Ticket system. It holds these two:
- Transcript access: Participants (members of the ticket) makes people sign in with Discord to read their own tickets. Link (anyone with the link) makes the URL enough.
- Transcript retention: Store transcripts (default) or Don't store (fully private). With storing off, OnyxBot saves no ticket message content at all: no transcript page, no DM copy on close, and no learning from resolved tickets in your server. The ticket record still exists, so open-ticket limits keep counting.
Brand, staff roles, and hand-offs
- Brand accent color takes a 6-digit hex like #5865F2. It colors OnyxBot's ticket messages and any panel with no color of its own. Clear the field to remove it.
- Staff roles sets the roles that can claim, close, and manage tickets in every category, and that count in staff reports. Up to 20 roles.
- Public channel hand-offs picks the category that receives tickets opened after OnyxBot cannot answer a question in a public channel. The default is First enabled category (default).
Who can close, and how many can a member open?
- Member close permissions: Members can always close their own tickets, or Once staff steps in, only staff can close. On the second option, a ticket handled only by the AI is still closable by the member. Staff can always close.
- Open tickets per member: 1, 2, 3, 4, 5, or 10, counted across all categories. Closing a ticket frees a slot immediately. There are no time cooldowns.
Working hours and the blacklist
Working hours is a switch, a timezone, open and close times per day, and an Outside hours choice: Open tickets with an offline note or Block new tickets, show the message. Offline message (optional) is capped at 300 characters. Blocking never applies to public-channel hand-offs, so a member OnyxBot failed to help always has somewhere to go. Click Save working hours to apply.
Ticket blacklist takes a Discord user ID and an optional reason. Blocked members cannot open tickets anywhere, including public-channel hand-offs, and their existing tickets are unaffected. Staff can do the same with /blacklist in Discord.
The review channel is not on this page. Turn on Post reviews publicly on Tickets, then Reviews and pick a channel there.