Custom Messages

Learn how to utilize custom messages and embeds inside the tickets system.

Overview

The ticket system supports plain messages, embed blocks via {embed}, variables, and conditional logic.

When a message field is left blank, the system falls back to the built-in default for that message type.

---

Embed Syntax

To create an embed, start your message with {embed} and define fields using $v{key: value}.

Supported keys:

Key	Description
title	Embed title
description	Embed description
message	Appends text to the description
color	Hex color code (e.g. #2b2d31)
author	Author text, optionally author name && icon_url
footer	Footer text, optionally footer text && icon_url
field	Inline or regular field: field name && value or field name && value && inline
thumbnail	URL for the embed thumbnail
image	URL for the embed image

Basic Embed Example

{embed}
$v{title: Ticket #{ticket.case}}
$v{description: Welcome {ticket.author.mention}! Support will be with you shortly.}
$v{field: Type && {ticket.type} && inline}
$v{field: Opened && {ticket.opened_at} && inline}

Form Submission Example

{embed}
$v{title: Ticket Intake}
$v{description: A new ticket was opened with the submitted form info.}
$v{field: User && {ticket.author.full} && inline}
$v{field: Reason && {ticket.form.field.reason}}

---

Required Roles Message

Each option has its own Required Roles message inside the messages section of the option settings. Use this to explain to a member why they are not permitted to open that option.

• It is always sent ephemerally.
• Role mentions and @everyone are suppressed.
• Only the denied member can be mentioned.

---

Conditional Blocks Advanced

Conditional blocks control what gets displayed based on a variable’s value. They allow your messages to change dynamically depending on ticket state.

Conditional blocks do not support nesting at this time.

Supported Syntax

{if CONDITION}
content shown if condition is met
{elseif OTHER_CONDITION}
content shown if the elseif condition is met
{else}
content shown if nothing else matches
{/if}

Condition Types

Type	Example
Equality check	{ticket.var} == value
Inequality check	{ticket.var} != value
Truthy check	{if {ticket.form.id}}

Auto-Close Example

{embed}
$v{title: Ticket Closed}
$v{description: This ticket has been closed.}

{if {ticket.closed_automatically} == yes}
$v{message: This ticket was closed automatically due to inactivity.}
{else}
$v{message: This ticket was closed by staff.}
{/if}

$v{field: Reason && {ticket.reason.closed}}