# Ticket Panels

Thread-Watcher features a ticket system which is threads based and integrated with the core features. The ticket panel system is designed to be highly customizable, giving you great flexibility in making ticket flows optimized for your server.

## Panel Configuration

### Assigned Roles

These are the roles that are given access to management of any tickets of this panel. These roles will be pinged upon ticket creation and can use any and all [Ticket Commands](/features/tickets/commands.md), read and create mod notes, and access the transcript of the ticket.

<sub><mark style="color:$info;">Assigned Roles can be dynamically assigned on a case-by-case basis, more information further down.<mark style="color:$info;"></sub>

### Assigned Channel

This is the channel that the ticket will be created in, and also the channel the Panel Embed will be sent in. Thread-Watcher will try to create private threads if possible, but if the assigned channel is a forum channel it will create a public forum post.

<sub><mark style="color:$info;">Like assigned roles, the assigned channel can also be dynamically assigned on a case-by-case basis.<mark style="color:$info;"></sub>

### Panel embed customization

Each panel has one "Panel Embed" which is the message that your users interact with to start the ticket pipeline. You can edit the title, description, colour, and add fields to this embed. This allows you to create an informative starting point for the users.

**Please note:** Thread-Watcher will automatically add a small section to your embed informing the user of Thread-Watcher's [privacy policy](https://threadwatcher.xyz/policies/privacy-policy) and [terms of service](https://threadwatcher.xyz/policies/terms-of-service) to the embed. This disclaimer cannot be turned off or otherwise removed.

Currently there's no way to change the footer or add images, but this might be added later.

<figure><img src="/files/Ic4tmNP8pK4GmsR4l90J" alt=""><figcaption></figcaption></figure>

To start the ticket you've got 2 options:

* a button
* a select menu

### Resolve Embed customization

This is the message that is sent when the ticket is marked as resolved and similar to the previous section in behavior. However, this embed allows you to input [variables](/features/tickets/templating-language.md) by typing `{{variable_name}}`.

<figure><img src="/files/YHtOkg7SuA5fKdJcQHsQ" alt=""><figcaption></figcaption></figure>

### Watch Ticket

a toggle indicating whether or not you want Thread-Watcher to watch the created ticket thread. This is turned on by default, but can be toggled off for whatever reason.

### Summarize Ticket

toggle for AI-powered summaries of the ticket. If enabled, Thread-Watcher will read messages within the thread to create incremental summaries of that has been happening. This allows you a quick and easy way to get a hint what's been going on without having to backread. When a ticket is marked as "Resolved", Thread-Watcher will create a "master summary" that briefly details the whole ticket.

Thread-Watcher uses `Mistral-Small` to generate the summaries and is set to not allow any data to be used for training. It is your duty as the server administrator to ensure your users are informed of Thread-Watcher's [Privacy Policy](https://threadwatcher.xyz/policies/privacy-policy).

### Close Method

this tells Thread-Watcher what to do when a ticket is resolved.

* Nothing: the bot does nothing with the thread.&#x20;
* Lock: the bot locks the ticket thread
* Delete: the bot deletes the ticket thread

If configured to delete the thread, the "Resolve Embed" will be sent to the user in DMs if possible.

## Create a ticket pipeline

To actually start accepting tickets, you need to define a ticket "pipeline". You do this by dragging and dropping [Modules](/features/tickets/modules.md) which will guide the user thru the process and allowing you to gather any information you might need from the user along the way.

This might seem harrowing if you've not used any similar tool before, which is why Thread-Watcher comes with 2 template pipelines that allow you to try out Thread-Watcher tickets without delay.

<figure><img src="/files/WyIaRIQdfw7bmPkXqlRA" alt=""><figcaption></figcaption></figure>

## Deleting a panel

you may at any time delete a panel. Any active tickets created by this panel will continue to work but with default panel settings. This means the user will get a default embed when the ticket is resolved, the ticket will be locked when resolved, and messages will be used to generate a summary.

Relying on default settings is not optimal, and I suggest you never delete a panel with active tickets even if it's technically possible.


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