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. Five cards: Access & limits, Transcripts & privacy, Branding, Working hours, and Ticket blacklist. Settings save as you change them; working hours has its own Save working hours button.
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.
Access & limits
Who staffs tickets, where the team hears about them, who can close them, and how many a member can open.
- 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.
- Staff alerts channel mirrors every staff-attention alert as a link, with no ping. The alert itself still posts in the ticket, where the staff roles are pinged. The timer is set per category in Panels.
- Ticket logs channel receives one summary per closed ticket: who opened and closed it and when, the category, how long it was open, who took part, how many messages the transcript holds, and buttons to the transcript and the dashboard. Nobody is pinged. Leave it on No channel to post no logs. Ticket logs channel has the details.
- 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.
- 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).
Transcripts & privacy
- Store transcripts is a switch, on by default. Off means OnyxBot saves no ticket message content at all: no transcript page, no DM copy on close, no message count on the ticket log, and no learning from resolved tickets in your server. The ticket record still exists, so open-ticket limits and stats keep counting. Messages already stored stay until you delete them.
- 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. It does not apply while transcripts are off.
Branding
Brand accent color colors OnyxBot's ticket messages and any panel with no color of its own. Pick a color, or paste a 6-digit hex like #5865F2.
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. The wording of the messages OnyxBot posts in and around tickets is not here either: that is the Messages page.