Everything in TicketNova,
explained from start to finish.

A customer opens a ticket through a Discord panel. Depending on the panel mode, TicketNova creates a private Discord channel or a portal-only ticket. The customer can then follow the same case in the Customer Portal.

Every Discord server has its own workspace with support queues, panels, permissions, work hours, automation, integrations and audit history. Data is always scoped to the selected Discord server.

Most administration is performed in the website. Discord commands exist for several staff actions, but normal configuration does not depend on commands.

TicketNova platform administrators can manage connected servers, limits, custom-domain approvals, notifications, incidents, migrations, sessions and platform reliability from the Admin Center.

Set the Discord role that represents support staff and the category in which Discord-channel tickets should be created.

Configure the channels used for ticket events, transcript notices and review publishing. TicketNova requires permission to view and send messages in those channels.

Choose whether dashboard replies use the TicketNova bot identity or a staff webhook identity and configure the maximum number of open tickets per customer.

Select the server timezone and the opening-hours/SLA foundation used by panels and response-time calculations.

Set the panel title, body text, thumbnail and large image so the message matches the server's support branding.

Create buttons for General Support, Reports, Billing, Applications, Appeals or any custom use case. Button labels and behaviour are configured per panel.

Attach questions to a panel button so customers provide the required context before TicketNova creates the case.

A button can create a private Discord ticket channel, or create the ticket without a Discord channel and continue it through the Customer Portal.

Publish the configured panel to the Discord channel where members should request support. Existing published panels can be updated.

Panel content can reflect opening hours, maintenance and service availability. Invalid or unavailable actions can be disabled automatically.

Staff can reply from the dashboard. Depending on the ticket mode, messages are delivered to Discord and/or the Customer Portal while staying in the ticket history.

Claim a ticket for yourself or assign it to an eligible support member. TicketNova checks support access before allowing assignment.

Authorized staff can select Discord members and update ticket participation. Channel permissions are updated for Discord-channel tickets.

Use priority and organization fields to make queues meaningful. Departments can also affect SLA rules and automatic assignment.

Internal notes are for the support team and are not customer replies. Customer history and answers can be reviewed without leaving the case.

Operations tools can escalate a case, merge related tickets, link cases, add reminders or snooze work until a later time.

Create saved server-level questions and reuse them when staff need to collect structured information from a customer.

Panel button questions are asked before the ticket is created, so the first staff view already contains the customer's answers.

Save frequently used support responses so staff can insert consistent text instead of rewriting the same answer.

The Support Suite provides response snippets and ticket templates for more structured workflows and case updates.

Control whether support is available and coordinate maintenance/availability behaviour with panels and workflow automation.

Review service performance based on ticket data without a separate long-term analytics-history subsystem.

Create scheduled summaries that are delivered to configured Discord channels.

Publish incidents and help articles, and process customer privacy requests created through portal tools.

Create outbound webhooks and server-specific REST API keys for external systems.

Export operational data, save configuration backups and run configuration diagnostics.

A department can have a name, description, color, Discord role/category relationship and optional ticket-type match.

Round Robin rotates staff based on previous assignment. Least Open prefers eligible members with fewer current open tickets.

Staff availability preferences affect assignment and operational visibility.

Define recurring staff availability and temporary time off so the support desk has more accurate staffing context.

New items appear in the dashboard notification surface and can be marked as read.

Each staff member can enable or disable supported notification categories for their own account.

When enabled and permitted by the browser, TicketNova can surface supported events beyond the visible page.

Platform administrators have their own notification page for events such as new custom-domain requests. Those notifications can be deleted individually or in bulk.

Create incidents with service status and updates. Incidents can be linked to affected tickets and surfaced in the Customer Portal.

Create server-specific help content. Published articles are available to customers in the portal, while drafts remain for staff.

Server announcements can be shown through the portal and related surfaces to communicate current information.

When a known issue or help article already answers the question, staff can direct customers to the existing content instead of repeating the same explanation.

Store common answers by category and insert them when replying.

Apply predefined ticket properties/content so recurring workflows start in a consistent state.

Create extra status labels and positions to describe the support process in language that matches the community.

Automation can run supported actions when matching ticket events occur, reducing repetitive manual work.

Use ticket approvals when an action requires explicit review from another staff member.

Save ticket views for personal or shared use so staff can return to the same queue definition quickly.

Choose where review messages should be published. If no review channel is configured, publishing features that depend on it are unavailable.

Add additional review questions to collect more useful information than a single score/comment.

Authorized staff can review submitted feedback and manage how it is used by the server.

TicketNova can use approved ticket reviews on public surfaces while keeping the source tied to the originating guild.

The signed-in Discord account is used to load tickets that belong to that customer and the correct guild. Filters do not fall back to tickets from another server.

Customers can read staff replies and answer from the portal. Supported files remain associated with the ticket conversation.

Customers cannot close, reopen or permanently delete their tickets. Those status changes are intentionally controlled by authorized support staff.

Where enabled, a ticket owner can create a limited participant invitation. The invited person must authenticate and meet the guild membership checks.

Customers can use server-specific help content and current service information from the same portal.

The portal can expose personal data export/request tools. Staff processes those requests from the Support Suite Privacy Center.

The approved unified hostname exposes /staff as the staff entry point and routes authorized members into that server's dashboard while Discord OAuth continues through the central TicketNova callback.

The personal workspace can combine assignments, callbacks, reminders/tasks, handovers, notifications, shifts, favorites and recently used servers.

Using the Staff Portal route on the unified custom domain does not bypass access checks. The user must still be authorized for the relevant Discord server and dashboard capabilities.

Signing out from either the Customer or Staff area returns to the Landing Page at the root of the same unified custom hostname.

A new or changed hostname is disabled until a TicketNova platform administrator approves it.

The hostname is allowed to serve all three surfaces: Landing, Customer Portal and Staff Portal.

Routing is disabled immediately. A suspension reason can be stored. Only the Admin Center can restore approval.

Routing remains disabled. If the server owner submits the hostname again, the request returns to Pending for a new review.

TicketNova compares the resolved IPv4/IPv6 address with the Public Target configured by the platform administrator.

If the hostname is a CNAME, TicketNova shows the alias and still follows resolution to verify whether it ends at the Public Target.

After DNS is correct, TicketNova connects to the Public Target on port 443 with the requested hostname as SNI and records whether the certificate is valid.

TicketNova requests /.well-known/ticketnova-domain-check on the custom hostname. If AMP Pulse, a default nginx site or another application answers, the card reports ROUTE Mismatch.

Verify & approve performs a fresh check and stays disabled until the hostname resolves correctly, HTTPS is valid when required and the Host header reaches TicketNova.

Choose the main page composition and comfortable/compact density.

Configure accent, background, surface, text and muted colors plus logo, background-image and hero-image URLs.

Customize browser title, server label, hero title/highlight, introduction and primary/secondary button labels.

Edit proof items, six feature cards and three How It Works steps, including their icons, labels, titles and text.

Navigation, system status, member count, portal preview, trust row, proof, features, How It Works, final CTA and footer can be shown or hidden.

Use the live preview to check the page before visitors see the updated design.

Capabilities control areas such as Overview, Support, Panels, Operations, Support Suite, Work Hours, Verification, Custom Domains, Settings, Audit and Data Cleanup.

Separate capabilities can control replying, claiming, assigning, participant management, integrations and destructive/administrative actions.

Important management and ticket actions are written to guild audit history with actor, action, target and supporting details.

The Support Suite includes a security overview for abuse controls, integration access and related protections.

Define the server's verification behaviour and the Discord role/result that follows successful verification.

Use supported account-age or verification checks to reduce obvious abuse where appropriate.

Configure panel text and member-facing messages before publishing the verification panel.

Authorized staff can review the server's verification records and related activity.

Configure supported retention periods. A disabled/zero retention setting leaves that category outside automatic cleanup.

Remove matching old data immediately rather than waiting for scheduled retention.

A combined cleanup can remove stored support history, including ticket records, web transcripts, message/answer data and audit logs.

Separate cleanup controls exist for supported verification history, revoked verification, reviews and expired form/session records.

The full reset is intended for deliberate server-level data removal and should only be used with a verified backup/decision.

TicketNova includes guild-data cleanup behaviour for servers the bot leaves, preventing abandoned server data from remaining indefinitely.

Authorized users can export supported datasets as CSV for external review or reporting.

Backups contain server configuration such as departments, panels, questions, hours, verification, integrations and related settings.

Restoring a backup never silently re-approves a custom hostname. Restored domains return to the platform approval process.

Diagnostics check the bot connection and important Discord capabilities/references so missing channels, roles or permissions can be fixed before they break support.

The key record contains its Discord guild ID. Ticket and statistics queries always use that guild ID on the server side.

The current v1 API can read guild information, tickets and ticket statistics. It does not create, reply to, close, reopen, assign or delete tickets.

TicketNova compares a SHA-256 hash of the incoming key with the stored key hash. The raw key cannot be shown again after creation.

If the guild is suspended by a platform administrator, API requests return 503 until the workspace is restored.

The Admin Center can set an API-per-hour limit for a guild. Once the key exceeds that limit in the current hour, TicketNova returns 429.

Successful key validation updates the key's last-used timestamp so server managers can identify active and unused integrations.

Review connected guilds, current ticket activity and per-server platform settings.

Set server-level guardrails. Blank/zero-style unlimited values leave the relevant limit unrestricted according to the control.

Review domain requests as responsive cards, see the detected A/AAAA/CNAME record, DNS propagation status, TLS certificate state and last verification time, then Verify & approve, Pending, Suspend, Reject or Delete.

Custom-domain requests and supported platform events appear on a separate Notifications page. Items can be removed individually or all at once.

Review authenticated sessions, background jobs/failures and automatic SQL migration history.

Manage platform-administrator controls and review platform audit/security information.