Core concepts
Key terms and mental models for understanding how Tixora works.
Panel
A Discord embed posted to a channel. Users click category buttons on the panel to open a ticket. A single panel can host multiple categories (e.g. Customer Support and General Support). Each panel has its own brand color, title, description, and footer.
Category
A button on a panel that routes a ticket into a specific support track. Each category has its own claim channel, support-staff role, optional intake form, auto-close timeout, and max-open limit per user. Categories are either Customer or General track.
Support track
Tixora has two built-in tracks. Customer support is gated — only users who pass a verification step (role, email, API, or Tebex) can open tickets. General support is open to everyone. Both tracks can run on the same panel.
Ticket
A private Discord channel created when a user clicks a category button. The channel is visible only to the user and staff members with the configured support role. Tickets have status (open, pending, closed), optional tags, and a full transcript.
Transcript
A server-side capture of every message in a ticket channel. Transcripts are stored even after the Discord channel is deleted. They can be viewed in the dashboard or via a public signed URL. Retention period depends on your plan.
Workspace
One Discord server connected to Tixora. Each workspace has its own panels, categories, team members, billing plan, branding, and data isolation. Nothing crosses workspace boundaries.
Team roles
Dashboard access levels: Owner (full control), Admin (all settings), Manager (panels/categories/automations), Agent (ticket replies), Viewer (read-only). These are separate from Discord roles.
Automation
A rule that triggers an action when a ticket event occurs. Example: 'When a ticket has been open for 48 hours and has no agent reply, add the escalated tag and notify #support-leads.' Automations run server-side.
SLA
Service Level Agreement targets for first response time, claim time, and resolution time. SLA breaches can trigger automation rules. SLA tracking is available on Pro plans and above.
Custom Bot (BYOB)
A Discord bot application you own, connected via bot token. When active, all bot interactions (embeds, ticket channels, replies) are sent by your bot rather than the Tixora bot. Requires Business plan.