> ## 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 General Settings

> Server-wide ticket configuration — log channels, limits, support roles, blocked users and personal staff alerts.

Settings here apply to **every** ticket panel on the server. Per-panel behaviour lives on [Panels](/en/utility/tickets/panels).

Four tabs: **General**, **Limits**, **Access**, **Notifications**.

## General

### Ticket numbering

| Setting                  | Default | Effect                                                                     |
| ------------------------ | ------- | -------------------------------------------------------------------------- |
| **Continuous numbering** | **On**  | Numbers keep counting upward. Off, and numbers reuse gaps as tickets close |
| **Number padding**       | 0       | Leading zeros, 0–6. Padding of 4 turns `#7` into `#0007`                   |

<Tip>
  Leave continuous numbering on. Reused numbers make transcripts and audit trails ambiguous — two different tickets can end up sharing `#12`.
</Tip>

### Ticket embed defaults

<Info>
  Requires **Basic**.
</Info>

A default colour and a default footer (text plus icon) applied to ticket embeds that do not override them.

<Note>
  If you set a footer icon but leave the footer text empty, the icon is discarded on save. Text is required for the icon to persist.
</Note>

### Backup and restore

<Info>
  Requires **Basic**.
</Info>

**Export configuration** downloads your entire ticket setup. **Import configuration** replaces it.

<Warning>
  Import overwrites your current configuration. It asks for confirmation first, but there is no undo — export before importing.
</Warning>

### Danger zone

* **Reset All Ticket Settings** — returns everything on this page to defaults
* **Revoke Transcript Links** — invalidates every transcript link ever issued

<Warning>
  Revoking transcript links is instant and global. Every link you have shared with a member or archived elsewhere stops working.
</Warning>

## Limits

| Setting                         | Starter  | Basic and above | Default |
| ------------------------------- | -------- | --------------- | ------- |
| **Max active tickets** (server) | 200      | Unlimited       | 200     |
| **Max active tickets per user** | **1**    | 5               | 1       |
| **Cooldown between tickets**    | 0        | 0               | 0       |
| **Max closed tickets per user** | 3        | 100             | 0       |
| **Max closed tickets** (server) | 50       | 2,000           | 0       |
| **Limit bypass roles**          | up to 10 | up to 10        | none    |

<Note>
  A value of **0** on the closed-ticket limits means no limit — closed tickets are kept indefinitely.
</Note>

<Warning>
  **On Starter, "max active tickets per user" is silently forced to 1.** You can type 5, it will save, and the stored value becomes 1 with no premium badge and no explanation. This is the one limit on the page with no visual indication that it is gated.
</Warning>

### Cooldown behaviour

Cooldown is in seconds and is snapped on save:

* Anything **below 10** becomes **0** (no cooldown)
* Anything **above 3600** becomes **3600** (one hour)

So a cooldown of 5 seconds is not a short cooldown — it is no cooldown at all.

### Bypass roles

<Warning>
  Bypass roles skip **every** limit on this tab at once — the per-user cap, the server cap, the cooldown and both closed-ticket caps.

  There is no way to bypass only one. Grant this to staff only.
</Warning>

## Access

* **Support roles** — server-wide staff. Panels can add their own on top
* **Blocked roles** — members holding one cannot open a ticket
* **Blocked users** — individual members, with an optional expiry and reason

<Info>
  Blocked users: **100** on Starter, **500** on Basic and above.
</Info>

Blocks can be permanent or set to expire after 1 hour, 1 day, 7 days or 30 days. The reason is stored for your own reference, up to 500 characters.

## Notifications

Seven independent log channels, all off by default:

| Channel        | Logs                  |
| -------------- | --------------------- |
| **Opened**     | New tickets           |
| **Closed**     | Closures              |
| **Reopened**   | Reopenings            |
| **Renamed**    | Channel renames       |
| **Deleted**    | Deletions             |
| **Transcript** | Generated transcripts |
| **Rating**     | Member ratings        |

### My alerts

Per-staff DM preferences, all off by default: ticket opened, escalated, closed, rated, and SLA breach.

<Note>
  These are **your** preferences, not server-wide. Each staff member sets their own.
</Note>

## Permissions Vetox needs

| Permission                                           | Why                                          |
| ---------------------------------------------------- | -------------------------------------------- |
| **Manage Channels**                                  | To create, rename and delete ticket channels |
| **Manage Roles**                                     | To apply per-ticket permission overwrites    |
| **View Channel**, **Send Messages**, **Embed Links** | To post panels and ticket messages           |
| **Read Message History**                             | To build transcripts                         |
| **Manage Threads**, **Create Private Threads**       | Thread-mode panels only                      |

<Warning>
  **Role hierarchy is not checked anywhere in the ticket system.** If a support role sits **above** the Vetox role, permission changes involving it fail silently — no error in the channel, no entry in your logs, and the ticket appears to work.

  Drag the Vetox role above every support role. This is the single most common cause of "staff cannot see the ticket".
</Warning>

<Note>
  Without **Read Message History**, tickets still close successfully but the transcript is empty.
</Note>

## Transcripts

Capped at **5,000 messages**, **2,000 characters** per message, and **10 MB** per transcript. Longer tickets are truncated.

## What changes on downgrade

<Note>
  **No ticket data is ever deleted.** Over-limit values are clamped, gated features are switched off, and everything returns when you upgrade.

  Specifically: server and closed-ticket caps clamp to the free ceiling, linked panels and escalation targets empty, forms detach, priority resets to none, and support-hours periods are all forced open.
</Note>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Staff cannot see or act in tickets">
    Almost always role hierarchy — move the Vetox role above your support roles. Nothing will warn you about this.
  </Accordion>

  <Accordion title="A member cannot open a second ticket">
    On Starter the per-user limit is 1 and cannot be raised. On Basic and above, set it up to 5.
  </Accordion>

  <Accordion title="The cooldown I set is being ignored">
    Values under 10 seconds are stored as 0. Use 10 or more.
  </Accordion>

  <Accordion title="A ticket channel exists but its buttons do nothing">
    A rare failure during creation can leave a channel without its stored state. Delete it manually and have the member open a new one.
  </Accordion>

  <Accordion title="The transcript is empty">
    Vetox is missing **Read Message History** in the ticket channel.
  </Accordion>

  <Accordion title="I set an auto-close-on-leave option and it never fires">
    That toggle does not currently take effect. Close tickets manually when a member leaves.
  </Accordion>
</AccordionGroup>

<CardGroup cols={2}>
  <Card title="Panels" icon="ticket" href="/en/utility/tickets/panels">
    Per-panel questions, buttons and routing.
  </Card>

  <Card title="Tickets overview" icon="circle-info" href="/en/utility/tickets/overview">
    How the system works end to end.
  </Card>
</CardGroup>