Members can't see a ticket channel

A ticket opened but the member or staff can't see the channel.

A ticket channel exists but someone who should see it cannot. Work through this in order.

1. Ticket King's role position

This is the most common cause. Ticket King sets the ticket's channel permissions when the ticket opens. Discord does not let the bot set permissions for roles that sit above the bot's own role.

• Open Server Settings, then Roles in Discord.

• Find "Ticket King" in the list.

• Move it above every support role and every role you want to have access to ticket channels.

After you fix the order, future tickets work. Tickets that are already open keep the access they were given when they opened.

2. Category permissions

The ticket category may have permissions that hide the channel.

• Right-click the Tickets category, then Edit Category, then Permissions.

• @everyone should have View Channel denied. This is correct, because the category is private by default.

• The bot's role should have View Channel and Manage Channels.

• A support role that should see new tickets needs View Channel at the category level, or Ticket King needs to add it to each ticket.

3. Try a refresh

Sometimes Discord is slow to show a new channel. Ask the member to refresh their Discord client (Ctrl or Cmd and R on desktop).

4. The member doesn't have the support role

If a staff member cannot see a ticket they expect to:

• Confirm they have the support role set for that panel's option.

• Support roles add up across levels: server-wide, then panel defaults, then per option.

• If the option uses its own support roles, the member needs one of those roles.

→ Support roles

5. The member is blocked

A member whose role is on the Blocked Roles list cannot open or see tickets.

• A server-wide blocked role stops them opening tickets at all.

• A per-panel or per-option blocked role stops them using that panel or option.

A member who just opened their own ticket should not be blocked, since the bot would not have opened it. But if they were given a blocked role after the ticket opened, they can lose access to it.

6. The ticket is closed or archived

• If the ticket is a thread that was archived when it closed, the member may not see it in their sidebar but can find it in the channel's archived threads.

• If the ticket is a text channel that was deleted when it closed, it no longer exists. The transcript is still in the close-log channel.

7. The claim mode is "Private on Claim"

If your claim mode is Enabled - Private on Claim, claiming a ticket removes View Channel from @everyone and limits the ticket to the author, the claimer, the bot, and any roles added on claim. Other support staff lose access on purpose.

→ Claiming a ticket

8. Discord outage

During a Discord outage, channels can display incorrectly. Check discordstatus.com.

Still not working?

Reach out on the support Discord. Include your server ID, the affected member's user ID, the ticket channel name, and what access you expected compared with what is happening.

Related

Support rolesClaiming a ticket