When a member clicks a panel button and no ticket appears, check permissions first. OnyxBot needs Manage Channels and Manage Roles at the server level to open a ticket, plus permission to create channels inside the Discord category that ticket category points at. OnyxBot's failure message is ephemeral, so only the member who clicked it ever sees the reason. Ask them to paste it back to you, because the wording names the exact cause.
What permissions does OnyxBot need?
Opening a ticket creates a private channel with permission overwrites: @everyone denied, the member who opened it, OnyxBot and your staff roles allowed. That needs both Manage Channels and Manage Roles. Servers that added OnyxBot under the older permission set never granted them. The member sees:
Onyx is not allowed to create channels on this server, so the ticket could not be opened. A server admin can fix this by giving the Onyx role the Manage Channels permission, or re-authorizing the bot from the dashboard.
Open your server in the dashboard. A banner reading Action needed: re-authorize Onyx sits at the top of every page, with a Re-authorize button. It takes one click, and nothing is removed or reset. The banner only shows to server owners and to staff with the servers.manage permission, and it does not show if you run the dedicated bot add-on.
One category fails and the rest work
Server-level permissions can be green while a single Discord category still denies OnyxBot. That failure names the category it was blocked on:
Onyx is not allowed to create channels under the "Support" category, so the ticket could not be opened. A server admin can fix this in Discord by editing that category's permissions and allowing Onyx to view and manage channels.
In Discord, edit that category, open its permissions, add OnyxBot's role, and allow View Channel and Manage Channels.
If the member sees "Something went wrong creating your ticket. Please try again." instead, the failure was not a permission block.
Is the Discord category full?
Discord caps a category at 50 channels. OnyxBot handles that one itself: when the base category is full, it uses an existing (Overflow 1) category that still has room, or creates the next numbered one, and opens the ticket there. An overflow category copies the base category's permission overwrites. That copy is a snapshot, so permission changes you make to the base category later do not reach it. An empty overflow category is deleted once its last ticket closes.
Can tickets open without a channel?
Yes. Go to Tickets, then Panels, edit a category, and set Ticket location to Private thread. OnyxBot then opens a private thread on the text channel where the button was used, instead of creating a channel.
Two things to know first. OnyxBot needs Create Private Threads in that channel, and the channel has to be a normal text channel. A button used in a forum channel refuses with "Ticket threads cannot be created from this channel."