> ## 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.
# Ticket panels and options
> Design ticket panels, define ticket types with their own forms and staff, and set support hours.
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.
## 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](/en/utility/tickets/settings). Leaving a field blank means "use the built-in default", not "use the server-wide value".
The one exception is support roles — see below.
## The panel
| Setting | Notes |
| ---------------------- | --------------------------------------------- |
| **Panel Name** | Internal label, staff-only |
| **Type** | Creates channels or threads. Set at creation |
| **Embed** | The panel's appearance |
| **Extra items** | Up to 10 additional embeds or images |
| **Link buttons** | Up to 5 external links, such as an FAQ |
| **Select placeholder** | Prompt text when options render as a dropdown |
New panels are seeded with a working embed and one **Open Ticket** option, so a freshly created panel is immediately sendable.
**Send is blocked while you have unsaved changes**, and the **Configure** link on an option will refuse to navigate — it shakes the save bar instead. Save first.
Sending a panel with no buttons or dropdown options is refused.
## Options
Each option becomes a button or a dropdown entry. Its configuration is split across seven tabs.
### Identity
Channel naming (defaulting to `ticket-{ticket-number}`), the category tickets are created in, **overflow categories**, the transcript channel, and the default priority.
**Always set overflow categories 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.
Discord lowercases channel names and replaces spaces and special characters with hyphens, whatever you type.
### 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](/en/utility/tickets/settings).
### 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.
**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.
**Automatic priority** maps form answers to a priority — an "Account compromised" answer can set the ticket to urgent on creation.
### 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](/en/help/variables), including modifiers.
### 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.
### Behavior
The largest tab, covering claiming, owner roles, closing and lifecycle, staff threads and SLA, notifications, and support-hours messages.
| Claiming mode | Effect |
| ------------- | ----------------------------- |
| **Disabled** | No claiming |
| **Enabled** | Any support member can claim |
| **Read-only** | Others can read but not reply |
| **Private** | Only the claimer sees it |
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.
### 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**.
## 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.
| Situation | Behaviour |
| ----------------------------------- | ----------------------------------------------------------------- |
| Inside a **Closed** period | Follows the option's closed-ticket mode — warn and allow, or deny |
| Inside **Reduced** or **Emergency** | The ticket opens, with your warning shown |
| Outside any defined period | **Creation is blocked by default** |
A gap in your schedule is not treated as "open". If you define only weekday hours, weekends block ticket creation unless you change that setting.
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](/en/server-management/setup).
## 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**.
## Templates
Six ready-made configurations cover gaming, e-commerce, community, tech support, bot support and development.
**Applying a template replaces your existing panels.** It is not a merge. Export a [backup](/en/utility/tickets/settings) first if you have configuration worth keeping.
## 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.
## After a downgrade
Premium fields are **preserved on disk**, not wiped. Editing an unrelated setting does not destroy gated values, and they return exactly as they were when you upgrade again.
Panel and option counts are enforced by refusing new ones, never by deleting existing ones.
Volume, response times and staff performance.
Server-wide limits, log channels and access.