Ticket System

Sentinel's Ticket System is an advanced ticket management system designed specifically for anti-raid bots. It includes unique security features, automatic identity verification, and protection against malicious users.

What makes this system unique?

Main Features

1. Traditional Ticket System

2. Automatic Security Verification

Every time a user creates a ticket, the system automatically executes:

3. Automatic Limitations

If a suspicious user is detected, the system automatically applies:

Configuration

Basic Configuration

To configure the ticket system, go to Web Panel → Settings → Tickets.

Required Fields:

  1. System status: Enable or disable the ticket system
  2. Ticket Category (ID): ID of the category channel where tickets will be created
  3. Transcripts Channel (ID): Channel where transcripts will be sent when closing tickets
  4. Staff Role (ID): Role that will have access to tickets
  5. Panel Channel (ID): Channel where the ticket panel will be displayed

Optional Fields:

Ticket Categories Configuration

You can create multiple ticket categories. Each category includes:

💡 Category examples:
  • 🎫 General Support
  • 🐛 Report Bug
  • 💡 Suggestion
  • ⚠️ Report User

Limits Configuration

Security Configuration

Automatic Anti-Raid Verification

What does the system verify?

The system automatically executes the following verifications when a user creates a ticket:

1

Account Age Analysis

  • Account < 1 day: High risk, marks as suspicious
  • Account < 7 days: Medium risk, adds warning
2

Global Blacklist Verification

Verifies if the user is on the bot's global blacklist. If on blacklist: Critical risk

3

Grey List Verification

Analyzes user security events from the last 90 days. If they have 3+ suspicious events: High risk

Events considered suspicious:

  • SPAM_DETECTED
  • SUSPICIOUS_BEHAVIOR
  • WARNING_ISSUED
  • KICK
  • BAN
  • QUARANTINE
  • RAID_DETECTED
4

Raid Participation Verification

Verifies if the user participated in raids detected in the last 30 days. If they participated: High risk

5

Complete Profile Analysis

The system analyzes:

  • Username: Detects suspicious patterns (sequential numbers, special characters, etc.)
  • Server name (Display Name): Verifies suspicious names
  • Profile picture: Detects generic or missing avatars
  • Banner: Verifies suspicious banners
  • Biography: Analyzes suspicious content (links, scam keywords, etc.)
  • Status/Activities: Detects suspicious activities
6

Time in Server Verification

Recently joined (< 1 hour): High risk

Risk Levels

The system classifies users into different risk levels:

common.level common.description
Low Normal user, no limitations
Medium User with some suspicious characteristics
High User with multiple risk indicators
Critical User on blacklist, OpenBanlist, or with very suspicious behavior

Limitations by Risk Level

Limitations by Risk Level Slowmode 2. File Blocking 3. Embed Blocking
Low No No No
Medium 30 seconds Yes Yes
High 45 seconds Yes Yes
Critical 60 seconds Yes Yes

OpenBanlist Integration

What is OpenBanlist?

OpenBanlist is an open and free database of banned Discord users. It allows servers to share information about malicious users.

How does the integration work?

  1. When creating a ticket: The system automatically queries the OpenBanlist API
  2. If the user is on OpenBanlist:
    • Marks as critical risk
    • Applies all automatic limitations
    • Notifies staff with detailed information

Configuration

OpenBanlist verification is enabled by default. You can disable it in:

Web Panel → Settings → Tickets → OpenBanlist Integration

Information verified

When a user is on OpenBanlist, the system obtains:

💡 Note: The system tries multiple OpenBanlist API endpoints for better compatibility. If one endpoint fails, it automatically tries the next one.

Automatic Limitations

When are limitations applied?

Limitations are automatically applied when:

Applied Limitations

1. Slow Writing (Slowmode)

User can only send one message every X seconds.

2. File Blocking

User CANNOT:

3. Embed Blocking

User CANNOT:

4. Reaction Blocking

User CANNOT:

5. Thread Blocking

User CANNOT create threads in the ticket channel.

Message to User

When limitations are applied, the user receives a message explaining the limitations without mentioning they are suspicious:

⚠️ Active Security Limitations

For security, some features are limited in this ticket:

• Slow writing: You can send one message every X second(s)
• Files blocked: Cannot send attachments
• Images blocked: Cannot send images
• Embeds blocked: Cannot use embeds
• Reactions blocked: Cannot use reactions

Staff will help you as soon as possible.

Available Commands

User Commands

/ticket close [reason]

Closes the current ticket.

Parameters:

Example:

/ticket close Problem resolved

/ticket info

Shows information about the current ticket.

Information shown:

Commands in Help Panel

Ticket commands are available in:

/help → "Tickets" category

Shows complete information about:

Staff Notifications

Notification Channel

Notifications are sent to:

  1. Suspicious Tickets Channel (if configured)
  2. Transcripts Channel (fallback)
  3. Ticket Channel (final fallback)

Included Information

When a suspicious ticket is detected, staff receives an embed with:

User Information

Security Information

Additional Information

Web Control Panel

Panel Access

  1. Go to your Sentinel web panel
  2. Select your server
  3. Go to Settings → Tickets

Panel Sections

1. Basic Configuration

2. Panel Configuration

3. Ticket Categories

4. Limits and Rate Limiting

5. Security Features

6. Suspicious Tickets Channel

Automatic Save

The panel automatically saves changes after 2 seconds of inactivity. No need to click "Save".

Frequently Asked Questions

How do I enable the ticket system?

  1. Go to Web Panel → Settings → Tickets
  2. Enable the "System status" toggle
  3. Configure required fields (category, transcripts channel, etc.)
  4. Save changes

Can I disable OpenBanlist verification?

Yes, you can disable it in Settings → Tickets → OpenBanlist Integration. However, it is recommended to keep it enabled for better security.

What happens if a suspicious user creates a ticket?

The system automatically applies security limitations and notifies staff. The user can continue using the ticket, but with restrictions.

Can I customize the limitations?

Limitations are automatically applied based on the detected risk level. They cannot be customized manually, but you can disable security verification if desired.

How do ticket categories work?

Each category has a button on the ticket panel. When a user clicks a button, a ticket is created with that category.

Where are transcripts saved?

Transcripts are sent to the channel configured in "Transcripts Channel" when a ticket is closed.

Can I have multiple tickets open?

Yes, but there is a configurable limit (default: 3 tickets per user).

What is the grey list?

The grey list is an automatic list of users with previous suspicious behavior. It is based on security events from the last 90 days.

How does spam detection work in tickets?

The system automatically detects spam patterns in ticket messages and applies actions according to server configuration.

Troubleshooting

Ticket panel does not appear

  1. Verify that the ticket system is enabled
  2. Verify that the panel channel is configured correctly
  3. Verify that the bot has permission to send messages in the channel

Tickets are not created

  1. Verify that the ticket category is configured correctly
  2. Verify that the bot has permission to create channels
  3. Verify that the ticket limit has not been reached

Limitations are not applied

  1. Verify that security verification is enabled
  2. Verify that the bot has permission to modify channel permissions
  3. Check bot logs to see if there are errors

OpenBanlist does not work

  1. Verify that the integration is enabled
  2. Verify your internet connection
  3. The OpenBanlist API may be temporarily unavailable
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