FAQ

Yes. Sortr is currently free to use. See the Terms of Service.

Not at the moment. Sortr is free and takes no payments, so the dashboard asks for no billing details and holds none. Details saved through the earlier Billing form have been deleted.

No. Sortr isn't made, endorsed or sponsored by Discord. It is a bot that uses Discord's public developer platform, so Discord's own rules apply on top of Sortr's Terms. Discord is a trademark of Discord Inc.

The server owner and anyone with the Administrator permission. They can use the dashboard and post panels. Manage Server is not enough. In a server that requires 2FA for moderator actions, an Administrator also needs 2FA on their own Discord account (see Servers that require 2FA). Support roles work tickets in Discord, but the dashboard does not show them the server. See The dashboard.

No. Add Sortr asks Discord for the permissions Sortr uses, and not for Administrator: the 18 that tickets need, such as Manage Channels, Send Messages and Pin Messages; View Audit Log, only to see who added it; and Change Nickname, for Sortr's display name under Customize bot. Nothing is created until a panel is sent.

Sortr works wherever its role can see, with what its role holds. A private category or channel a panel uses needs Sortr's role let in, in that place's own permissions in Discord. A ticket only gets the permissions Sortr's role holds, because Discord will not let a bot give a channel permission it does not hold itself; the rest are left off and logged. When something a panel needs is out of reach, the server's page in the dashboard shows a warning, "Sortr can't reach everything your panels use.", naming each thing, with Re-add Sortr for a missing permission. See Add Sortr and Permissions.

/help is in every server Sortr is in, for everyone, whatever your panels switch on, and only the person who uses it sees the answer. The server owner and Administrators get "Sortr is set up in its dashboard, not with commands." and three steps: open the dashboard and sign in with Discord; pick the server, make a ticket panel and send it to a channel; members press the panel's button. If Sortr's role is missing any of View Channel, Manage Channels, Manage Roles, Send Messages, Embed Links or Read Message History, the answer names them and says to give them in Server Settings › Roles, or to press Re-add Sortr on the server's page in the dashboard. Their answer then says "By adding Sortr, you agreed to Sortr's Terms of Service (https://sortr.xyz/terms) and Data Processing Terms (https://sortr.xyz/processing)." Everyone else gets "To open a ticket, press the button on this server's ticket panel.", with a line on what Sortr does and where the admins set it up. Both answers end with the privacy policy's address and "Problem with Sortr, or want to report misuse? team@sortr.xyz". /help is not one of a panel's commands, so it is not under Slash commands.

Yes. Add it to each server; every server has its own panels and settings. To reuse a setup, copy a panel to your other servers. See Copy panels.

Yes. While Ticket Tool is in your server, the server's page in the dashboard shows a card, "Ticket Tool is in this server.", with Import from Ticket Tool, Replace a panel and Take over its tickets. Sortr scans the server, makes matching panels once you have reviewed them, replaces Ticket Tool's panel posts one at a time, and can take over the tickets Ticket Tool has open. Ticket Tool's tickets are private channels: Sortr sees them only if its role is given Administrator by hand for the switch (you can take it off afterwards) or let into each ticket channel. See Switching from Ticket Tool.

Up to 25. One posted panel can offer up to 25 buttons or menu options, and each option can open a different panel, with its own support roles, category, questions and limits. See Panels.

Yes. Customize bot, the first card on the server page, gives Sortr its own display name, profile picture and banner in your server; other servers keep the default. The panel message, the opening message and Sortr's other messages can be rewritten per panel. The buttons that open a ticket get their text, emoji and colour under Buttons, and the buttons inside a ticket under Ticket buttons. See Customize bot, Panel message, Opening message, Ticket Messages, Buttons and Ticket buttons.

While it is offline, buttons, menus and commands get no answer, and Discord shows an error on them. Going offline deletes nothing Sortr has stored. When Sortr is back it catches up: automatic closes and deletes that came due run, and tickets whose channels were deleted in the meantime are recorded as deleted and logged, and a close or support-role change that the restart cut short is finished. There is no guaranteed uptime; see the Terms of Service. The status page at sortr.xyz/status shows whether Sortr is running, and any incident or planned maintenance. If Sortr stays unresponsive, get help.

No. A ticket is visible only to the member who opened it, the panel's support roles, the server owner and people with the Administrator permission, and anyone added to it. Sortr always hides tickets from @everyone, and opens none it cannot keep private. When a ticket closes, the member and anyone added are locked out, and reopening lets them back in. Bots keep their access. Sortr closes a ticket only when its role can see the channel and has Manage Permissions there; otherwise the close is refused and the ticket stays open. If Discord still refuses Sortr in that channel, taking the channel away can fail, and the event log then names who may still be in; letting them back can fail too, and the event log then names who is still locked out. A ticket taken over from Ticket Tool keeps the roles that could see it there. See Who can see it.

One per panel, until you change it. Each panel also has a 5 minute wait between one ticket and the next from the same member, and limits on closed tickets waiting to be deleted. The ticket limits go up to 500. See Limits and rules.

Yes. Each button or menu option has Access and roles › Who can use it: Everyone, which is the default, Only these roles, or Everyone except these roles. The button stays visible to everyone, because Discord cannot hide a button from a role. A member it is not for gets the Not for their role message, which only they see, and no ticket or form opens. The server owner can always use it, and so can Administrators, except when the option hands out a role at or above their own highest role, or the server requires 2FA for moderator actions. The support team gets no exception. It does not apply to /new. See Buttons.

Yes, with /new member:, once slash commands and /new are switched on for the panel. Opening a ticket for someone else always needs the support team: a support role on Full access, or the Administrator permission (in a server that requires 2FA for moderator actions, only the role counts, apart from the owner). On a panel that gives or takes roles when a ticket opens or closes, the member's highest role also has to be below yours, and on a panel that gives a role at or above your own highest role, only the owner can. The owner is not limited. The ticket skips the panel's questions, but the member's limits and rules still apply. When one of them stops it, Sortr says so, for example "Not opened: @ren.oakley already has 1 open, and the limit is 1." See Working a ticket.

You set it per panel and per command, under Slash commands › Who can use it. /help is the exception: everyone can use it. With no roles picked, only the support team can use a command: the roles under Who can see it that have Full access. With roles picked, only members holding one of them can, and the support team no longer can unless they hold one too. The server owner always can, and so can Administrators, except in a server that requires 2FA for moderator actions, and except /new on a panel that hands out a role at or above their own highest role. @everyone cannot be picked: to let every member open a ticket with /new, pick a role they all hold. Who sees a command in Discord's list is a separate matter: while no panel has roles picked for it, Discord lists it only for members with the Manage Messages permission, so support staff without it do not see it either; once any panel picks roles for it, Discord lists it for every member. A support role set to Viewer under Who can see it cannot run any command inside a ticket, and the screen warns if you pick one. See Slash commands.

Yes, with the Close button, by default. Not with /close, unless a role they hold is picked for it under Slash commands. Reopen, Transcript and Delete are for the support team by default. The server owner can press every button, and so can Administrators, except in a server that requires 2FA for moderator actions. Who may press each button is set under Ticket buttons.

No. Sortr has no claiming. Everyone on a panel's support team sees its tickets and can answer them. See Working a ticket for what staff can do.

Yes. Delete asks once, then deletes. The first press on Delete only shows a prompt, which only the person who pressed sees. It says what happens to the conversation, for example "A transcript is saved first." Pressing the red Delete ticket button on that prompt deletes the channel, and there is no undo. Dismissing the prompt keeps the ticket. The automatic delete asks nobody. See How tickets work.

The panel is removed from the dashboard for good, and no new ticket can be opened from it. The tickets it already has keep their channels and keep working as they do now. They keep the panel's settings as they were when you deleted it: support roles, buttons, messages, transcripts and how long site copies are kept, the event log, slash commands and automations. Its webhooks stop, unless you tick the box that keeps them for those tickets. Those settings can no longer be changed, so set anything the tickets still need before you delete. Once the last of those tickets is deleted, Sortr keeps only what their transcripts still need. Options on other panels that opened it stop working until you point them somewhere else. Older tickets, from a panel deleted before Sortr kept settings this way, run on Sortr's default settings instead. See Panels.

They include links to them, and pictures show inline from those links. Sortr does not copy the files, and Discord can expire the links after a while, so save anything you need to keep. A transcript holds up to 5,000 messages, with times in UTC; a very large one is cut down, keeping the start. See Transcripts.

On sortr.xyz, only the member who opened the ticket and the server's owner and Administrators, after signing in with Discord. Anyone else, support roles without Administrator included, sees a "No such transcript" page. A copy posted in a Discord channel can be read by anyone who can see that channel, so post them in a staff-only channel. The Transcripts tab warns you when everyone in the server can read the channel you picked. See Transcripts.

Yes. Under Transcripts/Logging › Transcripts, Save it has two choices. When the ticket closes is the default: the transcript is saved when the ticket closes, right after the Ticket closed notice is posted, and the notice can link to it. When the ticket is deleted saves nothing at the close, so that notice has no transcript link, and saves right before the channel goes, by the Delete button or the automatic delete. The copy posted in Discord then also holds what staff wrote after the close. With that choice, a ticket that is never deleted by either of those gets no transcript, unless someone saves one by hand. Either way, a ticket deleted with no copy since its last close is saved right before it goes, and a channel someone deletes by hand in Discord is never saved. See Transcripts.

You choose per panel with Keep it for: 30 days, 90 days, 180 days, 1 year, or until deleted by hand, counted from the day the copy was saved. The default is 90 days. Sortr keeps the first and the newest three copies of each ticket. Whatever you choose, every copy on sortr.xyz is deleted 30 days after Sortr is removed from the server. Copies posted in Discord stay until someone deletes those messages. See Transcripts.

Transcripts kept on sortr.xyz, form answers and questions, ticket subjects and close reasons, event log entries, Discord sign-in tokens, the Google Sheet link, webhook addresses and signing secrets, and webhook events waiting to be sent are encrypted at rest with AES-256-GCM, and everything to and from sortr.xyz uses HTTPS. Copies Sortr posts in Discord are protected by Discord. See Privacy and data.

Discord delivers them to Sortr, and Sortr ignores them. Sortr reads message content, so Discord delivers the messages of every channel Sortr's role can see: usually your server's open channels, and private ones only where it is let in, such as the ticket channels it creates. If an admin gives Sortr's role Administrator by hand, it sees every channel until they take it off. Outside ticket channels Sortr ignores them and stores none. Like any Discord bot, it holds recent messages in memory for about half an hour before they are dropped. Inside tickets, it uses message text to build transcripts, for the Message edited and Message deleted log posts if you switch those on, and to count staff messages before a reopen. The one exception is Import from Ticket Tool: when an admin starts it, Sortr reads the latest 50 messages of up to 250 channels that Ticket Tool can post in (and up to 200 older ones in a channel where its own posts hide Ticket Tool's), and the first 10 messages of up to 60 Ticket Tool tickets, keeps only what Ticket Tool posted, and holds that in memory for about an hour. See Privacy and data.

Yes, 30 days later: everything Sortr holds for your server on sortr.xyz, including tickets, form answers, every transcript copy, the event log, panels, uploaded images and API keys. Until then, adding Sortr back picks up where you left off, and transcript links on sortr.xyz still open for the member who opened the ticket and for the server's owner and Administrators. Transcripts already posted in Discord stay there. Sortr's own backups are deleted once they are 14 days old, except that the newest complete one is kept while later ones fail, so deleted data is usually gone from them within about two weeks, and from the hosting provider's weekly copies within about four weeks. To have it deleted sooner, email team@sortr.xyz; it is done within one month.

The server owner and Administrators can delete any transcript kept on sortr.xyz from Closed tickets in the dashboard. For anything else, email team@sortr.xyz. Members should include their Discord user ID. See the Privacy Policy.