DocsReference
Limits
Sortr's numbers in one place: panels, options, role lists, questions, messages, images, ticket limits, timers, transcripts, copying, Ticket Tool, rate limits, retries and retention.
The fixed numbers in Sortr, grouped by area. Some are Discord's own limits, which Sortr checks for you so a setting is refused in the dashboard rather than failing in Discord later.
#Panels and options
| What | Limit |
|---|---|
| Panels per server | 25 |
| Panel name | 80 characters |
| Options per panel (buttons or menu items) | 25. Buttons sit in rows of 5. |
| Button label | 80 characters |
| Menu option name | 100 characters |
| Menu option description | 100 characters |
| Menu placeholder | 150 characters |
| Deleted panels kept for their tickets | 200 per server. Past that, a panel that has tickets can't be deleted: "This server already keeps 200 deleted panels for their tickets. Each goes by itself once its tickets are deleted, their answers have expired and their saved transcripts are gone. Keep this panel until then." |
#Role lists
When a list is full, Add role says so, for example Up to 25 roles.
| List | Most roles |
|---|---|
| Support roles on Who can see it | 48 |
| Roles added to or removed from the ticket owner when a ticket opens or closes | 25 in each list |
| An option's Who can use it, Give roles and Remove roles | 25 in each list |
| A slash command's Who can use it | 25 |
| Bypass roles and blocked roles on Limits and rules | 50 in each list |
| A ticket button's Allowed roles and Blocked roles | 50 in each list |
| Silently ping on Automations | 50 |
#Questions
| What | Limit |
|---|---|
| Questions per form | 5 |
| Form title | 45 characters |
| Question title | 45 characters |
| Placeholder, or a file question's Description | 100 characters |
| Answer length | Up to 4,000 characters. You can set a minimum and maximum per question. |
| Answer shown in the ticket | At most 1,000 characters per answer in the answers embed, less when the opening message's other embeds leave less room. The full answer is still stored. |
| Files for one file question (Most files) | 1 to 10. A new file question starts at 3. |
| Size of a file Sortr copies into the ticket | What Sortr may upload in the server: 20 MB, or 25 MB with Server Boost level 2 or 3. Never more than 25 MB. A bigger file is named in the ticket instead. |
| Time to fetch one file from Discord | 30 seconds. A file not fetched by then is named instead: "(Discord did not hand it over)". |
| Files Sortr copies from one form | 100 MB together, across all its file questions, and 3 minutes of copying. A file that would go past either is named instead: "(more than Sortr copies from one form)". |
| Files in one message Sortr posts | 10, and no more than Sortr may upload in the server together. More goes on in another message. |
| Tickets waiting for their files to be copied | Sortr copies one ticket's files at a time. With 20 tickets already waiting across Sortr, or 3 from the same server, a new ticket's files are named instead: "Sortr was too busy to copy these." |
| A file's name, as Sortr keeps it | 100 characters |
| Embeds on the opening message while the form is on and Show answers in the ticket is on | 4. With either switch off, 10. |
See Questions.
#Messages and embeds
These are Discord's limits. The editors count characters as you type.
| What | Limit |
|---|---|
| Message text | 2,000 characters |
| Embeds per message | 10 (4 on the opening message while the form is on and its answers are shown in the ticket) |
| Embed title | 256 characters |
| Embed description | 4,096 characters |
| Author name | 256 characters |
| Fields per embed | 25 |
| Field name | 256 characters |
| Field value | 1,024 characters |
| Footer | 2,048 characters |
| All embeds on one message together | 6,000 characters |
See Panel message, Opening message, Ticket Messages and Formatting.
#Images
| What | Limit |
|---|---|
| File types | PNG, JPEG, GIF and WebP |
| Size of one image | Under 8 MB, for embed images and for the bot's profile picture and banner. A picture picked for the bot can be up to 30 MB, since framing it makes a smaller file, and up to 50 megapixels. An embed image over 1 MB or more than 2560 pixels on its longer side is made smaller in your browser first, to at most 2560 pixels, and the 8 MB counts after that, so a photo of up to 40 MB can still fit. Animated images go as they are. |
| Images stored per server | 100 images or 200 MB, whichever comes first |
| Images stored per Discord account | 300 MB, across every server the account uploads to, or 40 MB for an account less than 30 days old. Images copied with Copy to other servers count for whoever copies them. |
| Images stored by all servers together | A limit for Sortr as a whole. When it is reached, uploads say "Sortr's image storage is full right now. Try again later or remove unused images." Once all images together pass 80% of that limit, an upload that would take your account, or the server, past 1% of it is refused: "Sortr's image storage is nearly full, so accounts and servers that already keep a lot of images can't add more for now. Take images you no longer need out of your panels, or try again later." |
| Uploads per server | 100 a day |
| Uploads at once | One at a time from your browser, and one per Discord account. A second one from another tab answers "Another image is still uploading. Wait for it, then try again." When Sortr is receiving many images from everyone, an upload waits a few seconds and tries again by itself, then answers "Sortr is receiving a lot of images right now. Try again in a moment." An image that takes more than 30 seconds to arrive, or that arrives at less than 16 KB in 10 seconds, answers "The image took too long to arrive. Try again." |
| Uploaded images in one message | 10, and 25 MB together. A save past either is refused, for example "Panel message: its uploaded images add up to 31 MB, and one message can carry 25 MB." |
| Images on their way to Discord at once | 100 MB across Sortr, 25 MB per server. A post that waits more than 15 seconds for room is not sent: Send panel and Update answer "Sortr is sending a lot of images right now. Try again in a moment.", and a new ticket gets a plain opening message instead. |
| Images no panel uses | Deleted automatically, at the earliest 3 days after upload. An image counts as used only by panels in its own server, including the settings kept for a deleted panel's tickets, until the last of those tickets is deleted. |
#Ticket limits and rules
Set per panel under Limits and rules. Each count only includes that panel's tickets.
| Setting | Range | Default |
|---|---|---|
| Open tickets per member | 0 to 500 | 1 |
| Open tickets in total | 0 to 500 | 500 |
| Closed tickets per member | 0 to 500 | 10 |
| Closed tickets in total | 0 to 500 | 500 |
| Wait after opening a ticket (cooldown) | 0 to 10,080 minutes (7 days) | 5 minutes |
| Support hours | Off, or open and close times with days of the week | Off. When switched on: 09:00 to 17:00, Monday to Friday |
#Automations
Set per panel under Automations. Sortr checks every 5 minutes, so timings are accurate to about that. Each check closes at most 5 tickets and deletes at most 5 in one server, and at most 20 of each across Sortr, so a larger backlog takes a few checks.
| Setting | Range | When switched on |
|---|---|---|
| Warn after | Up to 30 days of silence. Part days work, so 0.5 is 12 hours. | 1 day |
| Close after | Up to 30 days of silence. Part days work, so 0.5 is 12 hours. | 2 days |
| Delete after | Up to 365 days closed, in whole days | 7 days |
All three are off for a new panel. When a ticket is deleted, its channel goes 8 seconds after the delete is confirmed, or 10 seconds after the automatic delete timer starts the delete.
#Transcripts
| What | Limit |
|---|---|
| Save it | When the ticket closes (the default) or When the ticket is deleted. See when a transcript is saved. |
| Keep it for (copy on sortr.xyz) | 30 days, 90 days, 180 days, 1 year, or until deleted by hand. Default 90 days. Any other length, such as one stored before these choices were enforced, counts as the longest choice that isn't longer, and at least 30 days, so nothing is kept longer than the choices allow. |
| Messages in one transcript | The first 5,000. A longer ticket's transcript says the rest were left out. |
| Size of one transcript | 12 MB. A larger one keeps the messages from the start that fit, and says "This ticket was too long to keep whole." |
| Site copies of one ticket | The first and the 3 newest. Saving more removes the older ones in between. |
| Site copies of one server | 1 GB together. Past that, or while Sortr is low on storage, a new site copy is not kept, and the event log says so. A taken-over Ticket Tool ticket's copy kept off Discord is kept past the 1 GB and the two limits below. |
| Site copies of every server one owner owns | 3 GB together, counting the servers with Sortr that the same Discord account owns. Past that, a new site copy is not kept, and the event log says so. |
| Site copies across Sortr | 40 GB together. Past that, a new site copy is not kept, and the event log gives the low-storage reason. |
| Transcripts being opened | Up to 4 at a time across Sortr, fewer when they are large, and 1 at a time per Discord account, whose second waits up to 8 seconds for the first. Past that, a transcript link says "A lot of transcripts are being opened right now. Reload in a moment.", and the dashboard "A lot of transcripts are being opened right now. Try again in a moment." |
| Saves being made | 2 at a time across Sortr, 1 at a time per server. With 10 already waiting for a server, a save by hand is refused: "Sortr is saving many transcripts for this server right now. Try again in a few minutes." Saves at a close or a delete wait their turn. |
Saving with the Transcript button or /transcript | Once per ticket every 2 minutes. Saves at the close and at the delete do not count. |
| Saving a transcript from the dashboard | Once per ticket every 10 minutes, and 2 in a row, then 3 a minute, per sign-in |
| Direct messages: the close message and the transcript copy for the ticket owner | 4 in a row, then 8 an hour, to one person, across every server. A transcript saved by hand is never sent by DM. |
| Searching Closed tickets by name | Looks through the names on the server's newest 500 transcripts. 10 searches in a row, then 30 a minute, per server: "Too many name searches in this server just now. Try again in a moment." |
| Every site copy, after Sortr is removed from the server | Deleted 30 days later, whatever Keep it for says |
Expired copies are removed every hour. See Transcripts.
#Commands in a ticket
| What | Limit |
|---|---|
Reason given with /close | 500 characters |
See Commands.
#Limits members can hit when opening tickets
These protect your server and Sortr from floods. No panel setting changes them, and bypass roles don't skip them.
| What | Limit | What the member sees |
|---|---|---|
| Pressing buttons, menus, forms and commands | 3 in a row, then one every 3 seconds, per member | "Slow down a little. Try again in …" |
| Opening tickets | 5 in a row, then one every 2 minutes, per member | "You have opened a few tickets in a row. Try again in …" |
| New ticket channels in one server | 10 in a row, then 10 a minute | "Sortr is busy in this server right now. Try again in …" |
| Tickets being opened at once | One per member | "Already opening your ticket, one moment." |
| Channels in the server | Sortr stops opening tickets at 470 channels, before Discord's limit of 500. Threads do not count. | "Tickets cannot be opened right now because this server is almost out of channels. Please let a moderator know." |
Only tickets that open count towards the two opening limits. A press that a panel's rules turn away, such as a ticket limit, the cooldown, support hours or a role, counts towards neither, and a member turned away by the server's limit keeps their place in their own.
A member who is refused again and again for the same reason is written to the event log once every 10 minutes.
#Ticket channels
| What | Limit |
|---|---|
| Channel name | 100 characters |
| Digits in the ticket number | 1 to 6. Default 4. |
| Channels in one category | 50 (Discord's limit). Add a second category so tickets keep going somewhere. |
| Renames of one channel | 2 every 10 minutes (Discord's limit). A rename that would have to wait is skipped. When it was Sortr's rename at a close or reopen, the event log says so under Something went wrong. |
| Categories Sortr creates when a list is full | It stops once 10 categories in the server have a name made from that list's Name for new categories, and creates none once the server has 470 channels. See Destination category. |
| Name for new categories | 100 characters, with {number} at most once |
#Webhooks and Google Sheets
| What | Limit |
|---|---|
| Webhooks per panel | 5 |
| Webhook name | 40 characters |
| Webhook address | 500 characters |
| Time to answer a webhook event | 10 seconds |
| Webhook retries | After 30 seconds, then 1, 2, 4, 8, 16 and 32 minutes, then hourly, for up to a day |
| Events waiting for one webhook | 500. Newer ones are not sent, and show as Failed under Recent deliveries. |
| Events waiting for one server | 2,000, across all its webhooks. Newer ones are not sent, and show as Failed. |
| Events sent in one round | At most 3 per webhook and 5 per server. Servers take turns. |
| A slow answer | An address that answers after more than 5 seconds is still delivered to, but that webhook's next events wait 30 seconds |
| Signing secret | whsec_ and 32 to 64 characters, at least 16 of them different. New secret makes one for you. |
| Recent deliveries | The last 10 per webhook, kept for 7 days |
| Google Sheet link | 500 characters |
| Google Sheet Tab | 100 characters |
| Google Sheet column | Up to 3 letters |
| Google Sheet retries | After 1 minute, doubling up to every 30 minutes. A sheet that needs fixing is tried every 30 minutes. A form that still cannot be written 3 days after it was sent is given up. |
| Check access for a Google Sheet | 5 in a row, then 10 a minute, per panel, and 4 a minute per server across all its panels. Every server's checks also share a small allowance with Google; when it runs out, the answer is "Sortr is busy talking to Google. Try again in a minute." |
| Servers one spreadsheet can be connected to | 1. Panels in the same server can share it. |
See Webhooks and Google Sheets.
#Copying panels
| What | Limit |
|---|---|
| Servers in one copy | 50 |
| Copies to other servers | 10 in a row, then 30 an hour, per sign-in. Checking what a copy would do does not count. |
| Changes to one server | 20 in a row, then 60 a minute, shared with saves in the dashboard. Past that, the copy skips that server with "Too many changes to this server just now. Try again in a minute." |
| Panels a copy brings along | The panel and every panel its options open, up to the 25 a server may have |
See Copy panels.
#Moving from Ticket Tool
| What | Limit |
|---|---|
| What one scan reads | The latest 50 messages of up to 250 channels Ticket Tool can post in (none without Message Content access, or without Ticket Tool in the server), up to 200 more in a channel where Sortr's own posts pushed Ticket Tool's out of those 50, and the first 10 messages of up to 60 recent Ticket Tool tickets, and from Discord the names of up to 100 of the members they are for |
| Panels one scan finds | 50 |
| How long a scan is kept | 1 hour. After that, scan again before importing. |
| Panels picked with Import into Sortr | 25 per server, each kept for 30 minutes |
| Images copied in one import | 20 |
| Questions brought over | 5 |
| Scans | 2 in a row, then about one every 10 minutes, per server |
| Ticket numbers carried over | Up to six digits (999,999). A channel name ending in a longer number is not counted. |
| Listing and taking over Ticket Tool's tickets | 6 in a row, then 40 an hour, per server, counted together. Each looks at up to 100 ticket channels. |
| Scans, ticket lists and take-overs at once | 3 across Sortr, and 1 per server ("Sortr is still reading this server for an earlier scan or take-over. Try again in a minute." or "Sortr is busy reading other servers. Try again in a minute.") |
See Switching from Ticket Tool.
#Dashboard
| What | Limit |
|---|---|
| New panels | 5 in a row, then 10 an hour, per server |
| Sending or updating a panel post | 3 in a row, then 6 a minute, per panel |
| Sortr's Display name in a server | 32 characters |
| Display name, profile picture and banner changes | 4 in a row, then 2 a minute, per server, counted together. Discord has its own limit on top. |
| Members offered in a message box's @ list | Up to 6, once two letters follow the @. The search runs 20 times in a row, then 40 a minute, per sign-in, and 30 in a row, then 60 a minute, per server. Past that, the list offers roles only for a moment. |
| Send test for webhooks | 5 in a row, then 10 a minute, per panel |
| Closed tickets list | Shows the latest 300. Search reaches older ones. |
| Dashboard sign-in | Lasts 7 days |
| Signing in, per Discord account | 10 in a row, then 10 an hour. Past that, sign-ins are refused for a while: "Sign-in did not go through. Wait a few minutes, then try again." |
| Signing in, from one internet address | 40 in a row, then 40 an hour, with the same answer. Starting a sign-in: 30 in a row, then 30 a minute, and coming back from Discord: 20 in a row, then 20 a minute; past those, a plain page says "Too many requests. Try again in … seconds." |
| Browsers signed in to one account | The 10 newest. An older sign-in is ended. |
#Event log
| What | Limit |
|---|---|
| Message edited and Message deleted entries | At most 5 edits and 5 deletes a minute per member. The rest are neither posted nor recorded. |
| Server almost out of channels entries | At most one an hour per server |
| Posts waiting for one server's log channels | 50. Past that, posts are recorded but not posted, except Missing Discord permission, Category full, Panel message gone, Integrations changed and Server almost out of channels. |
See Event log.
#How long records are kept
| Record | Kept for |
|---|---|
| Event log entries in Sortr | 90 days |
| Transcripts on sortr.xyz | As set in Keep it for, default 90 days |
| A closed ticket's form answers and subject | As set in Keep it for, counted from the close. A year with Until deleted by hand |
| A ticket's record | A year after the close, and as long as its channel is in the server or a site copy of its transcript is kept |
| Webhook delivery records | 7 days |
| A Ticket Tool scan | About an hour, in memory only. A panel picked with Import into Sortr: 30 minutes. |
| API keys | Until revoked |
| Everything Sortr holds for a server, after Sortr is removed from it | 30 days, then deleted: tickets, form answers, every site copy of a transcript, log entries, panels, images and API keys. Added back within the 30 days, Sortr picks up where it left off. Copies posted in Discord stay. |
More on what is kept, and for how long, in Privacy and data.