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

# Tickets

> A full support ticket system with panels, forms, claiming, transcripts, ratings and SLA tracking.

The reporting view for your ticket system. Configuration lives on [Panels](/en/utility/tickets/panels) and [General Settings](/en/utility/tickets/settings).

<Note>
  If Tickets is switched off in [Server Setup](/en/server-management/setup), this page prompts you to enable it and shows nothing else.
</Note>

## Time range

A selector offers **7**, **14**, **30**, **60** or **90 days**, defaulting to 14. It drives the charts and most of the figures.

## The six figures

| Card                      | What it measures                                  | Follows the time range? |
| ------------------------- | ------------------------------------------------- | ----------------------- |
| **Total Tickets**         | Every ticket ever opened                          | **No — all-time**       |
| **Open / Closed**         | Currently open, and closed to date                | **No — all-time**       |
| **Average Rating**        | Mean star rating                                  | Yes                     |
| **Avg Response Time**     | Time from opening to a staff member's first reply | Yes                     |
| **Avg Resolution Time**   | Time from opening to closing                      | Yes                     |
| **Customer Satisfaction** | Percentage of rated tickets scoring 4 or 5        | Yes                     |

<Warning>
  **Total Tickets and Open/Closed ignore the time range entirely.** They are lifetime figures and carry no percentage change. Changing the range will not move them — that is not a bug.

  Only the last four cards respond to the selector, and only those three timing figures show a comparison against the previous period.
</Warning>

<Note>
  On response and resolution time, a **downward** change is shown as an improvement. Faster is better, and the indicator reflects that.
</Note>

## The charts

**Response Time & Messages** plots average first-response time alongside messages per ticket. **Ticket Distribution** plots tickets opened against tickets closed.

<Warning>
  The two series are bucketed differently: **opened** counts by the day the ticket was created, **closed** counts by the day it was closed.

  A ticket opened Monday and closed Friday appears in Monday's opened count and Friday's closed count. The two lines are not describing the same tickets.
</Warning>

Days with no activity are drawn as gaps rather than zeros, so an empty stretch does not read as "zero-minute response time".

## Recent Ticket History

Columns: **Ticket #**, **User**, **Claimed By**, **Status**, **Rating**, **Created** and actions for **View** and **View Transcript**.

Filters cover status, a date range, a minimum rating and a specific staff member.

<Warning>
  **The page counter under this table is wrong.** It divides by ten while the underlying page holds twenty, so it reports roughly twice as many pages as exist. Paging works correctly — only the printed count is off.
</Warning>

## Ticket detail

Opening a ticket shows its status, priority, who opened and claimed it, timestamps, rating and close reason.

**Internal notes** are staff-only and attributed to their author.

<Note>
  You can only delete **your own** notes. Another staff member's note cannot be removed, even by an administrator.
</Note>

**Close Ticket** closes it with an optional reason and notifies the member.

<Note>
  Closing from the dashboard asks the bot to close the real Discord channel. The status here updates once the bot confirms, so it can lag a moment behind your click.
</Note>

## Transcripts

**View Transcript** opens the saved conversation. Tickets closed before transcripts were enabled, or with auto-save off, show that no transcript exists.

See [General Settings](/en/utility/tickets/settings) for revoking transcript links.

## Staff Performance

<Info>
  Requires **Basic**. Below that the card still appears with a Premium badge and the line *"Staff performance analytics require Premium"* — no data is shown.
</Info>

Columns: **Staff Member**, **Tickets Handled**, **Avg Response Time**, **Avg Resolution Time** and **Avg Rating**.

A staff member counts as having handled a ticket if they claimed it **or** closed it, so both actions contribute.

<Note>
  The date range in the staff filter is applied to the data, but minimum rating, minimum tickets and sort order are applied to the rows already loaded. On a large staff list, a minimum filter may hide people rather than fetch more.
</Note>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Everything reads zero but tickets exist in Discord">
    The dashboard only knows about tickets the bot reported. Tickets created while the bot was restarting may not be recorded.
  </Accordion>

  <Accordion title="Avg Response Time is blank">
    First-response time is only recorded when a staff member replies in the ticket. If nobody has replied in the period — or the bot missed the reply — there is nothing to average.
  </Accordion>

  <Accordion title="Satisfaction is empty despite ratings in Discord">
    Ratings are submitted through a direct message. A member who has DMs closed can see the prompt but never complete it.
  </Accordion>

  <Accordion title="The staff table shows raw ID numbers">
    Names are resolved live from Discord. A temporary lookup failure falls back to the raw ID; it resolves on refresh.
  </Accordion>

  <Accordion title="I cannot find SLA breaches here">
    There is no SLA list on this page. SLA is configured per panel option and surfaces as a warning in Discord plus the optional personal **SLA breach** alert in General Settings.
  </Accordion>
</AccordionGroup>

<CardGroup cols={2}>
  <Card title="Panels" icon="table-columns" href="/en/utility/tickets/panels">
    Design panels, ticket types, forms and support hours.
  </Card>

  <Card title="General Settings" icon="gear" href="/en/utility/tickets/settings">
    Server-wide limits, log channels and access.
  </Card>
</CardGroup>