Discord Tickets terms

What this covers

Discord Tickets is a support ticket system for Discord servers: members open a ticket, it becomes a channel, staff answer it, and the conversation is archived when it closes.

These sit alongside the general terms of service.

It is not a GHub product and does not run on GPlatform. We host it, and it is licensed on its own terms.

Licence

Discord Tickets (revamped) is a fork of Discord Tickets by eartharoid and is licensed under the GNU General Public License, version 3 or later.

That is not ours to change. A GPL derivative stays under the GPL, the original attribution stays with it, and there is no Elastic License, no business licence and no feature behind a key here. You may run it, modify it and redistribute it under the same terms, and you are entitled to the source of what you run.

If we host it for your server

You are the controller of what it records about your members, and we are your processor: the data processing agreement and its annex apply.

A ticket system holds support conversations, which is to say it holds whatever your members typed while asking for help: account problems, complaints, sometimes far more personal material than anybody planned. Two settings decide how much of that persists, and both are yours:

Archiving is on by default. With it on, the messages in a ticket, the display names and usernames of the people in it, and a rendered HTML transcript are all kept after the ticket closes. Turn it off and the conversation is not written down.

Encryption at rest is on by default and should stay on. Message content, usernames, display names, feedback and question answers are encrypted before they are stored. Disabling it in production requires deliberately setting a second environment variable named I_KNOW_DISABLE_ENCRYPTION_IS_DANGEROUS, which is the correct amount of friction. On instances we host it is on.

Transcripts are deleted after 24 months

A ticket's archived conversation is deleted 24 months after the ticket closed: its messages, the people in it, the answers given when it was opened, its feedback and its transcript. The ticket's own record stays.

If your server should hold support conversations for less time, delete them sooner or turn archiving off; if it needs them for longer, export them before the 24 months are up. The tooling to prune and to export exists, and we will help.

Tell your members

Your members did not agree anything with us and most will not know a transcript exists. Point them at the privacy notice. It is written for them.

Discord's own terms and developer policy apply to you as well and come from Discord, not from us.

Acceptable use

Beyond the general terms: do not use ticket transcripts to build a case against a member about something unrelated to their ticket, and do not use the archive as a surveillance record of a community. A support history is held so support can be given.

Availability

No service level is promised unless a separate signed agreement states one. Discord's API is outside our control.

What you can take with you

When you switch to another provider under the general terms, or at any time before, you can take the following with you. The list is exhaustive; our switching page describes the formats and every limit we know of.

• your server's settings, categories with their questions, tags, panels, and automations with their runs;
• tickets, with their archived messages, the people and roles in them, question answers and feedback;
• the HTML transcript of each ticket, and your server's icon as the bot holds it;
• anything else you or your users put into hosted Discord Tickets or generated by using it, with its metadata.

How. Your server's administrators download a ZIP from the dashboard's settings: the settings, every ticket with its messages and feedback, and each transcript. A single transcript downloads from its ticket. Panels and automations we hand over as JSON when you ask.

Formats. ZIP holding JSON and JSON Lines; HTML transcripts; the icon as PNG.

What stays behind. Only the key that encrypts stored content (downloads are decrypted), the bot's token, and our internal database identifiers. Leaving these behind never delays or prevents a switch.

A transcript deleted 24 months after its ticket closed is no longer there to take.

No warranty, no service level, and limited liability

This product is provided as it is and as it happens to be available, without warranty of any kind, and is used at your own risk. No uptime, response time or restoration time is owed unless a separate signed agreement states one. Where it is provided free of charge, liability is limited to intent and gross negligence (Section 521 BGB).

To the fullest extent the law permits, we are not liable for damage arising from its use, its unavailability, or any loss of data, and keeping your own backups is your responsibility. The limits that mandatory law requires, the exclusions that apply within them, and the additional cap that applies to business customers are set out in full in the general terms of service, which govern this product and are not restated here.