Documentation · Support

Create private support tickets inside Discord.

This guide explains categories, required questions, staff roles, claims, invited participants, closure and satisfaction rewards. Discord stores each private thread and its attachments.

Panel setup

One clean Support channel

/support set channel:#help/support refresh

The text channel contains only the public Support panel. Ticket conversations live in private threads and no separate transcript-log channel is required. Refresh redraws the configured panel without deleting categories or archived tickets.

Categories

Questions, media and access are fully configurable

Create/support category with name, description, first staff role, optional additional roles and optional minimum user role.
Edit/support edit-category selects an existing category through autocomplete and can rename it, change questions, add or remove staff roles, change minimum access and configure initial media.
Initial mediaOptional or required, with a configurable maximum from one to four JPG, PNG or MP4 files. Each file can be up to 10 MB.
Remove/support remove-category
Inspect/support overview

Every configured question is required. A category can contain up to five questions, or up to four when initial media is required.

Member flow

Category, required context, private thread

  1. Click Open ticket.
  2. Select a category visible to your highest role.
  3. Answer every required field.
  4. If the category requires initial media, upload the accepted files before the thread opens.
  5. Continue the conversation and add further evidence inside the private thread.
  6. Use My tickets to find active or archived tickets later.

My Tickets is paginated in one private response and sorted by most recent activity, including creation, replies and closure.

Staff process

Claim, transfer or collaborate

  • Responsible staff need a global moderator role plus one category staff role.
  • Administrators can access every category.
  • Claim assigns primary responsibility to one staff member.
  • Claim can be transferred or released.
  • Administrators retain oversight even when another staff member claimed the ticket.
  • The creator can mark resolved; authorized staff can close.

Additional participants

Add or remove people before closure

Authorized staff can invite another Discord member or moderator when their evidence or participation is required. Added participants gain access to the same private thread and can be removed again before the ticket closes.

Closure and Loyalty

Immediate archive, asynchronous satisfaction

Closing immediately locks and archives the thread. The creator receives a satisfaction request without keeping the ticket open for three days.

Staff actionLoyaltyRule
Meaningful participation10 pointsOnce per 30-minute cooldown.
Ticket closure50 pointsAllocated to eligible participating staff.
Satisfactory result100 pointsClaim owner receives it; without claim it is shared.
No responseCounts as satisfactoryAutomatically after three days.

Discord archive

Closed tickets disappear from the normal channel list

Archived private threads remain accessible to the creator and authorized staff through Discord's archived threads and the My tickets button. Luminox keeps only the ticket metadata needed for permissions and navigation.

FreeClosed-ticket metadata is kept for one year.
CoreClosed-ticket metadata is kept for two years.
GrowthClosed-ticket metadata is kept for five years.
ScaleClosed-ticket metadata is kept for ten years.
FounderNo automatic commercial retention cleanup.

Cleanup removes the old My Tickets metadata record, not the Discord conversation. Messages and attachments remain inside the archived thread while Discord continues to retain it.