How to manage and archive GuildPilot tickets

GuildPilot can let members close their own tickets, close inactive tickets, and mirror each ticket into a private Discord archive. In Searchable web archive mode, message text and attachment metadata remain searchable for exactly 90 days; images, videos and files stay hosted by Discord.

Before you start

• Create a staff-only Discord text channel for ticket archives.
• GuildPilot needs View Channel, Send Messages, Read Message History, Create Public Threads, Send Messages in Threads and Manage Threads.
• Decide how long a ticket may remain inactive before automatic closure.

Warning: GuildPilot prevents threaded archive activation when ordinary members can see the parent channel. Only the owner, Administrator or Manage Server users can open web transcripts.

Manage and archive tickets

1. Configure closing rules per ticket type

Open Tickets → Ticket buttons and edit a type. Under Closing tickets, choose Let members close their own ticket and set Auto-close after inactive days. A zero value keeps inactivity closing off.

2. Open the Archiving settings

Return to Tickets hub and find Archiving.

3. Choose the archive channel

Enable Archive closed tickets to Discord, choose Searchable web archive, and select a staff-only text channel. GuildPilot creates one thread per ticket.

4. Save the ticket settings

Save the page. GuildPilot mirrors new messages while the ticket is open and checks the complete transcript again before closure. If any message or media is missing, the original ticket channel stays open.

5. Inspect Ticket archive

Under Ticket archive, search by ticket, type, opener, moderator or message text. Ticket details shows the retained timeline, safe links and freshly resolved Discord media, with Open Discord archive and a text download.

Recommended configuration

Use a dedicated archive channel that ordinary members cannot view. Choose an inactivity period that allows staff time to respond and members time to return.

Test the setup

1. Open a test ticket from the current panel and add one fictional message.
2. Close the ticket through the supported member or staff control.
3. Post an edit, image and file; then confirm the archive thread and web detail contain them.
4. Close the ticket and confirm its source channel is removed only after archive reconciliation succeeds.

What a successful setup looks like

Closing removes the live support channel only after the Discord mirror is complete. The searchable web transcript expires exactly 90 days after closure.

Common problems

Archiving requires a channel

Cause: Archive closed tickets to Discord is enabled without Archive channel.

Fix: Select a current text channel or turn archiving off.

Open archive is unavailable

Cause: No Discord archive link was stored for that ticket, often because archiving was disabled or delivery failed.

Fix: Verify the private parent channel and all six required permissions. Setup Health identifies the affected setting. GuildPilot keeps an unsafe-to-delete ticket channel open.

A member cannot close their ticket

Cause: Let members close their own ticket is disabled for that ticket type.

Fix: Enable the setting when member self-service matches your support policy, or have staff close the ticket.