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A panel is the message members interact with. Each panel holds options — the different kinds of ticket it can open.
Almost every behaviour is configured on the option, not the panel. Two options on the same panel can have completely different categories, staff, forms, closing rules and messages.If you are hunting for a setting, it is on the option.

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How settings resolve

This is the single most important thing to understand:
A setting is either set on the option, or it falls back to Vetox’s built-in default.There is no panel-level middle layer, and options do not inherit from General Settings. Leaving a field blank means “use the built-in default”, not “use the server-wide value”.
Three settings are exceptions and do fall back to General Settings: support roles (which are combined rather than overridden — see below), the default message footer, and the default embed colour.

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The panel

New panels are seeded with a working embed and one Open Ticket option, so a freshly created panel is immediately sendable.
The Configure link on an option refuses to navigate while you have unsaved changes — it shakes the save bar instead. Save first.Send is not blocked in the same way, so it is possible to send a panel that does not include your unsaved edits. Save before sending.
Sending a panel with no buttons or dropdown options is refused.

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Options

Each option becomes a button or a dropdown entry. Its configuration is split across eight tabs — the seven below plus Permissions, which sets the channel permission overwrites the ticket is created with and takes up to 25 additional roles.

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Identity

Channel naming (defaulting to ticket-{ticket-number}), the category tickets are created in, an overflow category, the transcript channel, and the default priority.
Always set an overflow category on a busy panel. Discord caps a category at 50 channels. Without an overflow, Vetox falls back to creating the ticket at the server root and posts a warning to your opened-tickets log. There is one overflow category per option, not a list.
Discord lowercases channel names and replaces spaces and special characters with hyphens, whatever you type.

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Access

Who may create tickets — an allow-list of roles. Empty means everyone. Custom Support Roles — extra staff for this ticket type.
The interface describes Custom Support Roles as an override of your server-wide support roles. It is not. The two lists are combined — the option’s roles are added to the server-wide ones.You cannot use this field to narrow access below your server-wide support roles.

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Forms

Up to five questions asked before the ticket opens. Requires Basic — a gated server sees only a locked card with no fields. Field types: short text, paragraph, dropdown, user picker, role picker, channel picker, user-or-role picker, and file upload. Every field has a Required toggle. Turning it off genuinely makes the field optional on all types, including the pickers and file upload — a member can submit the form without answering it.
Field labels must be genuinely distinct. Two labels that reduce to the same thing once spaces and capitals are ignored are rejected on save, because Discord derives internal identifiers from them and duplicates make the form permanently unopenable.

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Field limits

Discord validates the whole form when it opens, so a single bad field stops the entire ticket type from opening. Vetox rejects these combinations when you save instead: Lengths run from 0 to 4000 characters. Selections run from 0 to 25, and file upload is capped at 10 files.
A minimum of 0 means “optional”. Use it for a file upload members may skip, or a picker they do not have to fill in. A minimum of 1 or more forces at least that many selections.
A dropdown saved with an empty choice list, or a choice missing its value, is refused. Previously it saved cleanly and then vanished from the form when members opened it — the question was silently dropped from the ticket, and any automatic-priority rule pointing at it never matched.
Automatic priority maps form answers to a priority — an “Account compromised” answer can set the ticket to urgent on creation.

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Messages

Six customisable messages: welcome, close, rating, DM on open, DM on close, and the moderator message. Requires Basic; gated servers see a dimmed preview. Each supports the full ticket variable set, including modifiers.

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Buttons

Customise the label, emoji and colour of the Close, Claim, Add User, Remove User, Delete, Reopen and Transcript buttons, and choose which appear. Free on every tier.

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Behavior

The largest tab, covering claiming, owner roles, closing and lifecycle, staff threads and SLA, notifications, and support-hours messages. Closing controls whether a reason is required, whether only staff may close, two-step confirmation, a default reason, and whether the channel is deleted or archived. Inactivity auto-close runs from a minimum of 6 hours to a maximum of 7 days, with an optional warning first. Requires Basic.
Two settings on this tab do not show that they need premium.Staff thread and SLA carry no premium badge and appear editable on any tier. On Starter and Basic they save without error and are then silently cleared. They require Max.Conversely, Ping Support Roles appears locked behind premium in the interface but has no actual restriction behind it.

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Rating

Enable ratings, choose buttons or a dropdown, require a written comment, require one even at five stars, and allow rating unclaimed tickets. Requires Basic.

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Support hours

Define when a panel is staffed. Requires Max. Up to 14 weekly periods, each set to Open, Reduced, Emergency or Closed, each with its own message.
A gap in your schedule is not treated as “open”, and there is no setting to change that. If you define only weekday hours, weekends block ticket creation — define an explicit period covering them, or use a bypass role.
Bypass roles ignore the schedule entirely, and specific options can be excluded from it. Support hours use their own timezone, set on the schedule itself rather than inherited from Server Setup.

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Escalation and linked panels

Escalation lets staff move a ticket to another panel with /ticket escalate. Requires Basic.
Every escalation target needs a display label. A target saved with a blank label is dropped, and staff will not find it in the command’s autocomplete.
Linked panels combine other panels’ options onto this one. Requires Basic.

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Templates

Six ready-made configurations cover gaming, e-commerce, community, tech support, bot support and development.
Applying a template adds to your existing panels. Nothing is deleted or overwritten — the template’s panels are appended alongside what you already have.If the result would exceed your tier’s panel limit, the whole apply is refused with an error rather than partially applied. The template’s recommended settings are seeded only on a server that has no panels yet, so stacking a second template cannot flip toggles you have already configured.

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Deleting a panel

Deleting a panel closes every open ticket belonging to it, in the dashboard and in Discord, and removes it from any other panel’s escalation targets. This cannot be undone.

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After a downgrade

Premium fields are not wiped by the downgrade itself.
But saving the panel afterwards does clear them. The dashboard sends every field on save, and a gated field sent by a downgraded server is written as empty — so renaming a panel on a downgraded server nulls the gated settings on all of its options.Do not edit a panel on a downgraded server if you intend to upgrade again and want those settings back.
Panel and option counts are enforced by refusing new ones, never by deleting existing ones. Rows over the limit survive on disk, but the bot reads only up to your tier’s count — so excess panels and options stop working until you upgrade.

Tickets overview

Volume, response times and staff performance.

General Settings

Server-wide limits, log channels and access.