Drako Tickets
If you've ever tried to manage support requests through Discord DMs, a shared email inbox or a spreadsheet — you already know how quickly it falls apart. Drako Tickets is a proper helpdesk built for communities and teams that have outgrown the chaos.
It's self hosted, fully featured and designed to actually be pleasant to use. No per seat pricing, no feature tiers, no sending your customer data to someone else's servers.
What it does
At its core, Drako Tickets gives your team a clean, fast ticket queue where every support request lands — whether it came in through the web portal, an email, or a Discord message. Everything ends up in one place, organised, trackable and assigned to the right person.
Your users get a simple portal where they can raise tickets, track progress and read replies. Your staff get a full dashboard with everything they need — ticket history, notes, attachments, linked articles, SLA timers and more.
Features
- Multi stream intake — tickets raised via web portal, email (SMTP/IMAP) or Discord all land in the same queue
- Discord bot — users can open tickets directly from Discord, staff get notified in channels, threads are created and archived automatically
- Ticket templates — build custom forms with text fields, dropdowns, checkboxes, date pickers and more so you always capture the right information upfront
- Auto-assignment — round robin pool automatically routes new tickets to available technicians, including group assignment
- SLA tracking — set response and resolution deadlines per priority, with due date indicators so nothing slips through
- Priority matrix — combine impact and urgency to automatically calculate ticket priority
- Saved views — staff can build, pin and share filtered ticket views so everyone sees exactly what they need
- Bulk actions — close, assign, reprioritise or delete multiple tickets at once
- Knowledge base — link articles to tickets and surface relevant solutions automatically as tickets are created
- Custom templates — pre-fill ticket descriptions with structured layouts for common request types like new starters or password resets
- Categories and sub-categories — organise your ticket queue with a fully configurable category tree
- Statuses and priorities — completely customisable ticket lifecycle with colour-coded statuses and priority levels
- OAuth login — sign in with Google, Discord or Microsoft out of the box
- Email notifications — automated emails keep users and technicians updated on replies and ticket changes
- System alerts — create banners to notify all users of planned downtime or important announcements
- Help desk rules — enforce validation requirements like mandatory categories before a ticket can be closed
- Merge tickets — combine duplicate tickets and keep your queue clean
- Analytics dashboard — see ticket volumes, response times and team workload at a glance
- Configurable everything — statuses, priorities, categories, templates, SLA policies, email templates and more
