Common questions and solutions for TicketFlow issues.
Setup Issues
The bot isn't responding to commands
Make sure TicketFlow has the required permissions: Manage Channels, Send Messages, Embed Links, Attach Files, Read Message History, Manage Webhooks
Check that slash commands are registered. If you just added the bot, it may take a few minutes for commands to appear
Verify the bot is online — check its status in the member list
/setup says I don't have permission
You need the Manage Server permission in Discord. Ask a server admin to grant you the role or run the command themselves.
Tickets aren't being created in the right category
Double-check the category option when running /setup. It must be a channel category (the collapsible folder in your channel list), not a regular channel.
Ticket Issues
Users can't open tickets
Common causes:
The user has hit the ticket limit (per-board or server-wide). Check with /config view
The bot doesn't have permission to create channels in the category
The board embed button may have been deleted — run /setup again in the channel
Staff can't see ticket channels
The staff role set during /setup must match the role your staff members have. If you changed role names or created new roles, you'll need to create a new board with the correct role.
Messages from the dashboard aren't showing in Discord
Web replies are sent via webhook. Make sure:
The bot has Manage Webhooks permission in the ticket category
The ticket channel still exists (hasn't been manually deleted)
Transcripts aren't being sent on close
Transcripts are DM'd to the ticket creator. If the user has DMs disabled for the server, the transcript won't be delivered. This is a Discord limitation — TicketFlow can't override DM settings.
Dashboard Issues
Where is the dashboard?
Visit ticketflowbot.com and sign in with Discord. Your session stays active for 30 days.
I can't see my server on the dashboard
You need both of these:
Manage Server permission on the Discord server
TicketFlow must be installed on that server
If both are true and you still don't see it, try signing out and back in to refresh your Discord permissions.
Dashboard shows "Access Denied"
Your Discord OAuth token may have expired. Sign out and sign back in.
Replies are slow to appear
Web replies go through a message queue (BullMQ) before reaching Discord. There's typically a 1–2 second delay. If replies aren't appearing at all, the bot process may be down.
Templates
Template buttons aren't showing on the board embed
After linking templates to a board from the dashboard, you need to run /refresh board:<name> in the Discord channel. The embed doesn't update automatically.
I can't create more templates
You've hit your plan's template limit. Free plans allow 3 templates, Pro allows 25, and Enterprise allows 100. Check your plan under Settings on the dashboard.
I can't delete a template
Deletion is blocked when open tickets still reference the template or when it's the only template on a board. Close the relevant tickets or add another template to the board first.
Users see a modal when clicking the template button — is that expected?
Yes. Templates use Discord modals (pop-up forms) to collect structured info when a ticket is opened. The user fills in the fields and their responses become the first message in the ticket channel.
Discord Sync
How do I push a board embed to Discord from the web?
Go to Boards, click a board, and use the Discord Sync section. Choose a text channel and click Send. You can also update an existing embed in place or move it to a different channel.
The Discord Sync button is disabled
Sync is rate-limited to 2 pushes per board per 60 seconds. Wait a moment and try again.
I moved a board to a different channel but the old embed is still there
TicketFlow attempts to delete the old message automatically. If the old message was already deleted or the bot lost permissions, the old embed may linger — just delete it manually.
Plans & Limits
What are the plan limits?
Free: 3 templates, 3 boards. Pro: 25 templates, 10 boards. Enterprise: 100 templates, 50 boards. All plans support up to 5 fields per template.
How do I upgrade my plan?
Plan upgrades are not yet self-service. Contact us to upgrade.
General
Can I have multiple boards on one server?
Yes. Run /setup in different channels to create separate boards — each with its own name, staff role, category, and ticket limit.
Can I use TicketFlow on multiple servers?
Yes. Add the bot to each server and run /setup on each one. The web dashboard shows all servers you manage.
What happens to closed tickets?
The Discord channel is deleted, but the ticket and its messages stay in the database. Closed tickets are visible on the dashboard under the Closed tab. A transcript is also DM'd to the user who opened the ticket.
Is there a message limit for tickets?
Individual messages are limited to 2,000 characters (same as Discord). There's no limit on the number of messages in a ticket.