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Closing & Reopening

Closing a ticket saves a permanent transcript, logs it, and then deletes the channel or thread.

Ways to close

Method Who Behavior
🔒 Close button Staff Asks for confirmation, then closes.
/close reason Administrators and Elevated Roles Reason required; confirmation step; closes immediately.
/closerequest reason time Staff Schedules closure after time hours. The owner or any staff member can press Deny to cancel.
Auto-close System Inactivity or a departed member. See Auto-Close.

What happens on close

  1. A full transcript is generated and saved to the database.
  2. A Ticket Closed embed goes to the log channel with a Download Transcript button.
  3. If DM Transcripts is on, the opener receives a copy.
  4. The channel is deleted (after 3 seconds for manual closes, 10 seconds for automated ones).

Reopening

There are two ways to reopen, both under /reopen.

Reopen by number (admins)

/reopen ticket:14

The number is the last part of the ticket ID shown in the closure log — #1364631548644823060-14 is ticket 14. Because closing deletes the channel, this recreates it:

  • A new channel or thread is created in the ticket's category with the same permissions as a normal ticket.
  • The ticket keeps its number and its original intake answers, and comes back unclaimed with a fresh welcome message.
  • The opener and support roles are pinged, and a Ticket Reopened entry is posted to the log channel.

It is refused when:

  • You are not an Administrator or Elevated Role.
  • The ticket does not exist, or is not closed.
  • The opener already has another active ticket.
  • The ticket's category was deleted or has no Discord location set.
  • The opener has left the server.

Reopen in place (staff)

Running /reopen with no options inside a ticket channel flips a closed ticket's status back to open. This only applies while the channel still exists (for example, during the short delay before deletion).

NOTE

Reopening keeps the old transcript in the database until the ticket is closed again, which generates a new one from the new channel — messages from before the reopen are not part of the new transcript.