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Configuring Your Support Role

The support role determines which staff members can see and respond to ticket channels. When a ticket is created, TixBot automatically grants that role access to the channel.

Setting Your Support Role

1
Create a role in Discord
If you don't already have one, go to your Discord server settings → Roles and create a role for your support staff (e.g. "Support Team" or "Staff").
2
Assign the role to your staff
Give the role to all team members who should be able to see and respond to tickets.
3
Set it in the TixBot dashboard
Go to tixbot.gg/dashboard → your server → Settings. Find the Support Role field and select the role you just created.
4
Save your settings
Click Save. From now on, every new ticket channel will automatically include this role with full access.

Multiple Support Roles

If you have different support tiers (e.g. Level 1 Support and Senior Support), you can configure separate roles per ticket type in Ticket Configuration. This way different ticket categories can be handled by different teams.

⚠️Important

If your support role changes (renamed, deleted, or replaced), update the Support Role setting in the dashboard. Otherwise new tickets won't be visible to your staff.

Still Need Help?

If your staff still can't see ticket channels after setting the support role, check that the role isn't being overridden by a channel permission that denies view access. TixBot sets channel-level permissions but server-level denies can override them.

←Creating your first ticket panel
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