Pylot Docs

This page explains what Pylot does, how to set it up properly, how Premium works, and what to check when something breaks. It is written for real server admins and support teams, not as placeholder documentation.

Getting started

Pylot is a Discord ticket system with a web dashboard. The free plan covers the core ticket flow. Premium adds deeper analytics, automation, health checks, and user history.

Free includes

Ticket creation, panel setup, staff access, transcripts, standard dashboard controls, and the normal ticket workflow.

Premium adds

Advanced analytics, automation, health monitor and fixes, user history search, and future support tooling upgrades.

Premium is billed per server. If you manage multiple communities, you choose exactly which server gets Premium.

Dashboard setup

The normal setup should be done from the server dashboard. A clean setup is usually the difference between a stable ticket system and one that starts producing ghost tickets or failed creation errors.

1

Choose the ticket category

This is where new ticket channels are created. The bot must be able to view the category, create channels there, and manage those ticket channels.

2

Set the panel channel

This is where users will see the ticket panel message. If the panel channel is wrong or inaccessible, users cannot open tickets reliably.

3

Set staff roles

Use valid roles that actually exist. If staff role IDs are invalid or missing, ticket permissions and mentions can break partially.

4

Test one ticket end-to-end

Open a ticket as a normal user, reply as staff, close it, and confirm the transcript and analytics are behaving correctly.

What Premium actually unlocks

Advanced staff analytics First response, resolution time, replies within target time, staff performance, category performance, queue health, and failure trends.
Automation pack Unanswered ticket reminders, overdue escalation, auto-claim on first staff reply, and warning before auto-close.
Health monitor and fixes Broken setup detection, permission health, support risk, audit anomalies, and clear guidance on what to fix and who should fix it.
User history search Search a user by ID, mention, or name to see previous tickets, recent activity, category patterns, and transcripts when they exist.

Billing and renewal

Premium uses Stripe. If the subscription is active, the server stays on Premium. If you schedule cancellation, Premium remains active until the end of the current billing period and then stops renewing.

  • Activate Premium sends you to Stripe checkout for the selected server.
  • Premium ON means the server already has Premium and does not need another purchase.
  • Renews <date> means the subscription is active and the next renewal date is known.
  • Ends <date> means cancellation has already been scheduled and Premium stops after that date.
  • Lifetime means the server has Premium through a promo or internal grant rather than a normal recurring Stripe subscription.
Before checkout, the admin must accept the Terms, Privacy Policy, and Refund Policy.

Automation pack

Automation exists to reduce staff delay, not to fake human support. A reaction does not count as a staff reply. Only real staff messages count as a response.

Send unanswered ticket reminders

If the user has spoken and staff has not replied within the configured time, the bot posts a reminder in the ticket.

Escalate overdue tickets

If the ticket still remains unanswered after a longer threshold, the bot escalates it with a stronger warning.

Auto-claim on first staff reply

When enabled, the first valid staff message automatically claims the ticket and announces who claimed it.

Warn before auto-close

If auto-close is configured, the bot can warn shortly before closing a quiet ticket so people still have time to reply.

Health monitor

The health monitor is there to tell you what is wrong before users start complaining. It does not just show a red warning; it tries to tell you why it matters and what to do next.

Config integrity

Checks for missing ticket category, panel channel, broken role IDs, and other setup references that no longer exist.

Permission health

Checks whether the bot is missing required permissions in important channels and active ticket channels.

Support risk

Shows failed tickets, ghost ticket pressure, unanswered queue issues, and other signs that the support flow is degrading.

Audit and anomaly

Flags unusual configuration churn, cleanup usage, billing inconsistencies, and operational patterns that deserve attention.

User history

User history is designed for support teams that need context fast. Instead of treating every ticket as isolated, you can inspect a user’s prior activity in the same server.

  • Search by user ID, mention, or username.
  • See total tickets, failed tickets, and most common category.
  • Review recent tickets in pages of 5.
  • Open transcript links when those transcripts exist.

Useful commands

tk!clear @user Use this when one specific user is blocked by a stuck open-ticket state and needs a targeted reset.
tk!clean Use this for broader cleanup of failed or stale ticket records when a server has ghost/failure residue affecting analytics or ticket creation.

Troubleshooting

1

Ticket creation fails

Check the ticket category, panel channel, and bot permissions first. Then open Health Monitor and look at Failure Trends and Config Integrity.

2

Users say they cannot open a new ticket

If one user is blocked, try tk!clear @user. If the issue is broader across the server, use tk!clean and then recheck failed ticket history.

3

Premium looks wrong

Use Refresh status in Premium Analytics. Check whether the server shows Premium ON, the next renewal date, or the final end date if cancellation has been scheduled.

4

Need direct help

Use the support server from the homepage. If the invite expires, contact .se7n on Discord.

Open Pricing Terms Privacy Refunds