> ## Documentation Index
> Fetch the complete documentation index at: https://docs.hedwig.site/llms.txt
> Use this file to discover all available pages before exploring further.

# Tickets

> Build a support workflow with ticket panels, categories, and transcripts.

Hedwig's ticket system creates a private support workflow for questions,
reports, and requests. The setup and panel commands require **Manage Server**;
ticket actions are available to the ticket author or configured support roles
as appropriate.

## Configure the system

<Steps>
  <Step title="Create the system">
    Run `/ticket setup` and choose the ticket category, panel style, selector
    type, staff access, and log destination.
  </Step>

  <Step title="Add categories">
    Use `/category add` for distinct flows such as support, reports, or
    partnerships. Check them with `/category list`. A panel must have at least
    one category.
  </Step>

  <Step title="Add support roles">
    Use `/supportrole add` for the people who should see and manage tickets. Check them with `/supportrole list`.
  </Step>

  <Step title="Publish the panel">
    Run `/ticket panelsend` and select a text or announcement channel where
    members should open tickets. The panel can use buttons or a select menu.
  </Step>
</Steps>

## Ticket lifecycle

| Command              | Use it to               |
| -------------------- | ----------------------- |
| `/ticket claim`      | Claim an open ticket    |
| `/ticket close`      | Close a ticket          |
| `/ticket rename`     | Rename a ticket channel |
| `/ticket transfer`   | Transfer ownership      |
| `/ticket adduser`    | Add a participant       |
| `/ticket removeuser` | Remove a participant    |
| `/ticket transcript` | Generate a transcript   |

`/ticket close` may be used by the ticket author or support staff. `/ticket
claim` and the access-management commands require a configured support role or
administrator access. `/ticket rename` accepts a channel name and normalizes
it to letters, numbers, and hyphens.

## Configuration commands

| Command               | Use it to                  |
| --------------------- | -------------------------- |
| `/ticket reset`       | Reset ticket configuration |
| `/category add`       | Add a ticket category      |
| `/category remove`    | Remove a ticket category   |
| `/category list`      | List ticket categories     |
| `/supportrole add`    | Add a support role         |
| `/supportrole remove` | Remove a support role      |
| `/supportrole list`   | List support roles         |

<Warning>
  Keep transcripts and ticket channels subject to your server's privacy and
  retention policy. Do not expose support content to roles that do not need it.
  Closing a ticket changes the channel state; resetting the system removes its
  configuration and should be treated as a separate administrative action.
</Warning>