# Custom welcome embeds and messages

When a member opens a ticket, Ticket King posts an **opening embed** as the first message in the new channel. You can customize what this embed says. Both the embed and the message above it are **free**.

## Two places to configure it

You set the opening message per ticket option, or set a panel-wide default that every option on the panel inherits.

| Layer                   | Field                                                                                                                               |
| ----------------------- | ----------------------------------------------------------------------------------------------------------------------------------- |
| **Per-panel default**   | Panel Defaults, **Default Ticket Embed Message** (max 2048 characters) and **Default Ticket Message Content** (max 1024 characters) |
| **Per-option override** | Per-option editor, Messages tab, **Custom Embed Content** (max 2048) and **Custom Ticket Message** (max 1024)                       |

There is no separate server-wide welcome-embed setting. If you set neither, Ticket King posts its built-in localized welcome.

## Embed Message vs Message Content

Two separate fields control two separate things:

### Custom Embed Content

Goes **inside the embed** (the body text). Up to **2048 characters**. Supports rich text, variables, and emojis.

This is what you'll usually customize. "Thanks for opening a ticket! Please describe your issue in detail."

### Custom Ticket Message

Goes **above the embed** as a plain Discord message. Up to **1024 characters**. It is often used for `@mention` pings, for example pinging the support role with a short message at the top of the ticket.

You can use both, just one, or neither.

## Variables

Both fields support variables that get substituted at ticket-open time:

| Variable          | Resolves to                                                |
| ----------------- | ---------------------------------------------------------- |
| `{TICKET_NUMBER}` | The ticket's number                                        |
| `{TYPE}`          | The panel option label                                     |
| `{USER}`          | Mention of the ticket author                               |
| `{USER_ID}`       | The ticket author's Discord ID                             |
| `{USER_NAME}`     | The ticket author's display name                           |
| `{GUILD_NAME}`    | Your server name                                           |
| `{CREATED_AT}`    | Ticket creation timestamp                                  |
| `{STEAM_ID}`      | Steam ID (only when Steam Linking is on, which is Premium) |

## Form answers in the welcome embed

When the panel option has a form (option questions), the member's answers are **added to the embed's description** automatically. You do not need to add any variable for them. The answers appear in the embed below whatever Embed Content you have set.

→ [What option questions are](/docs/forms/what-option-questions-are.md)

## Free on every plan

Both **Custom Embed Content** and **Custom Ticket Message** are free for every server, with no Premium required. You can set them per option and as a panel-wide default.

## Best practices

* **Keep it short.** Members are about to talk to staff. Do not bury the next step in a wall of text.
* **Set expectations.** "A staff member will be with you shortly" is good. "Please have your order number ready" is better.
* **Use form questions for required information** instead of asking in the welcome embed.
* **Put FAQ links on the panel, not in the welcome embed.** If you want members to read the FAQ first, add a link button to the panel itself.

## Related

{% content-ref url="/pages/QNRwt6LnGKeeAJyZJBDu" %}
[What option questions are](/docs/forms/what-option-questions-are.md)
{% endcontent-ref %}

{% content-ref url="/pages/lReMpkp1b1eGwoyCCw1X" %}
[Panel-wide defaults](/docs/panels/panel-wide-defaults.md)
{% endcontent-ref %}

{% content-ref url="/pages/aHGH6BOJh48aZHUVoiWW" %}
[Per-option settings](/docs/panels/per-option-settings.md)
{% endcontent-ref %}


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