# FAQ & Troubleshooting 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-template or server-wide). Check with `/config view` * The **board is disabled** — enable it from the board detail page in the dashboard * The **template is disabled** — enable it from the template list or template editor * The bot doesn't have permission to create channels in the template's category * The board embed button may have been deleted — run `/refresh` or `/setup` again in the channel ### Staff can't see ticket channels Staff roles are configured per template. Go to the **Templates** page in the dashboard, edit the template, and update the **Staff Roles** setting. If you changed role names or created new roles in Discord, update the template to match. ### Tickets are being created in the wrong category Categories are configured per template. Go to the **Templates** page, edit the template, and check the **Category** dropdown. Each template can route tickets to a different channel category. ### 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](https://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: 1. **Manage Server** permission on the Discord server 2. 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:` 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. *** ## Board Layout ### What's the difference between Buttons and Dropdown layout? **Buttons** (the default) shows each template as a clickable button below the board embed. **Dropdown** shows a select menu where users pick a template from a list. Dropdown is useful when you have many templates and want a cleaner embed. You can switch between layouts in the board settings on the dashboard. ### How do I add descriptions to dropdown options? Edit each template and fill in the **Dropdown Description** field (max 100 characters). This text appears as a subtitle under each option in the select menu. After saving, push the updated board embed to Discord. ### Can I disable a board temporarily? Yes. Open the board's detail page in the dashboard and toggle the enable/disable switch in the header. Disabled boards show a warning banner and block ticket creation in Discord with an ephemeral error message. Re-enable the board at any time to resume ticket creation. *** ## 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 and embed settings. Staff roles, categories, and ticket limits are configured per template, so different templates can have different staff teams, categories, and limits. ### 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.