When a member clicks a panel button and no ticket opens, OnyxBot is almost always refusing on purpose and saying why in an ephemeral reply only that member can see. The common reasons are: the panel or category was deleted in the dashboard, OnyxBot is missing Manage Channels or Manage Roles, the member is blacklisted, the member is already at your server's open-ticket limit, the category is limited to certain roles, or you block new tickets outside working hours. Ask the member to screenshot the reply. It names the cause.
Why do old panel buttons stop working?
Deleting a panel on Tickets, then Panels removes the panel and its categories from the dashboard. The message already posted in Discord is not deleted, and its buttons stop working. Deleting a single category does the same to that one button.
Members see: This ticket category is no longer available.
You do: delete the stale message in Discord yourself, then open Tickets, then Panels, build the replacement, and hit Publish.
What permissions does OnyxBot need to open a ticket?
A ticket channel is a private channel created with permission overwrites, so OnyxBot needs Manage Channels and Manage Roles at the server level. If you are on the shared OnyxBot and it is missing them, the dashboard shows an Action needed: re-authorize Onyx banner. Click Re-authorize. Nothing is removed or reset.
A single Discord category can also block ticket creation while your server-level permissions look fine. The member's reply names the blocked category. Fix it by editing that category's permissions in Discord to allow OnyxBot to view and manage channels.
If OnyxBot cannot post in the channel a panel publishes to, Tickets, then Panels shows a Publish failed pill naming the channel. Allow OnyxBot to view the channel, send messages, and embed links, then publish again.
Why is one member blocked when everyone else can open tickets?
They are on the ticket blacklist. Blacklisted members see: You are not able to open tickets in this server. If you believe this is a mistake, please contact the staff team.
Check Ticket blacklist on Tickets, then Settings, or run /blacklist list in Discord. Remove them there or with /blacklist remove.
Why does the button say I already have a ticket open?
The open-ticket limit counts every category. Set it at Open tickets per member on Tickets, then Settings: 1, 2, 3, 4, 5 or 10 at a time. If your limit is above 1, the refusal tells the member how many they have open and how many your server allows. Closing a ticket frees the slot immediately, there are no time cooldowns.
Can a category be limited to certain roles?
Yes, through the Who can open role picker in the category editor. Members need at least one of the selected roles. Staff are always exempt.
The panel button stays visible to everyone, so members without the role can click it and get refused. They see your category's Rejection message, or a generic one if you left it blank. Either grant the role, clear the picker, or mention the requirement in the category description.