> ## Documentation Index
> Fetch the complete documentation index at: https://bettertickets.gg/llms.txt
> Use this file to discover all available pages before exploring further.
# FAQ
> Answers to common better tickets questions: premium tier limits, staff permissions vs. server roles, transcript verification, jail access, and what happens when a category is over its limit.
## What do the premium tiers change?
Premium tiers (Free, Plus, Max) raise limits on how much you can configure - they don't unlock functionality that's otherwise missing, and nothing you've already set up is deleted by a downgrade. If a downgrade puts you over a limit, whatever you configured first (categories, roles) stays active and everything past the new limit just goes inactive until you're back under it, either by upgrading again or removing enough to fit.
* Ticket categories: **3**
* Application categories: **2**
* Staff roles per ticket category: **2**
* Ping roles per ticket category: **1**
* Assign / required / denied roles per ticket category: **2**
* Staff / assign / remove / blacklisted roles per application category: **2**
* Ping roles per application category: **1**
* Application questions per category: **5**
* Options per select-type application question: **5**
* Custom prefixes: **2**
* Ticket categories: **6**
* Application categories: **4**
* Staff roles per ticket category: **5**
* Ping roles per ticket category: **3**
* Assign / required / denied roles per ticket category: **4**
* Staff / assign / remove / blacklisted roles per application category: **4**
* Ping roles per application category: **3**
* Application questions per category: **8**
* Options per select-type application question: **10**
* Custom prefixes: **4**
* Ticket categories: **8**
* Application categories: **6**
* Staff roles per ticket category: **7**
* Ping roles per ticket category: **5**
* Assign / required / denied roles per ticket category: **6**
* Staff / assign / remove / blacklisted roles per application category: **6**
* Ping roles per application category: **5**
* Application questions per category: **12**
* Options per select-type application question: **15**
* Custom prefixes: **6**
Beyond the numeric limits, some fields are locked entirely on Free - not just capped lower, genuinely uneditable until you're on a premium tier:
* Ticket [channel name templates](/docs/tickets/settings#channels) Premium
* Ticket [voice-channel request cooldown](/docs/tickets/settings#voice-channels) Premium
* Application [submission message](/docs/applications/settings#general) Premium
* Application [reapply cooldown](/docs/applications/settings#general) Premium
* [`/bot`](/docs/settings/configuration) (per-server nickname/avatar/bio/banner) Max only
"Premium" means either the Plus or Max tier unlocks it; "Max only" means Plus isn't enough.
## What happens to a category that's over the tier limit?
If your server is on Free with 3 ticket categories and your premium lapses while you had 5, the two categories created most recently become inactive - they stop appearing in `/open` and their panels stop working - while the 3 oldest ones keep functioning normally. Nothing about the inactive categories is deleted; re-subscribing brings them straight back with all their settings intact. This "oldest stays active" rule applies the same way to application categories.
## Why can't I claim/close/accept/deny something I should be able to?
This is almost always a staff-roles issue, not a permissions issue. Per-category actions - claiming, closing, adding/removing members on the ticket side; reviewing, accepting, denying on the application side - are gated by that specific category's **staff roles**, configured on the Roles page of `/ticket edit` or `/application edit`. Being a server admin does *not* automatically grant these unless you specifically hold **Administrator** or **Manage Server** (which bypasses the staff-role check entirely) - a custom "Admin" role that doesn't actually carry that Discord permission won't work.
If you're sure you have the right role or permission and it's still not working, double check you're looking at the right category - staff roles are set per category, so being staff on `support` doesn't make you staff on `reports`.
## What does `/verify` check?
Every ticket transcript is cryptographically signed the moment it's generated (see [Transcripts you can actually trust](/) on the home page for how). `/verify` takes an uploaded `.html` transcript file, checks that signature against the bot's public key, and tells you one of three things: the file is a valid, unmodified export from this bot; the file has been edited since it was generated (the content doesn't match the signature anymore); or the file doesn't have a signature at all, meaning it likely wasn't produced by this bot. Use it any time someone sends you a transcript and you need to confirm it's genuine before trusting what it says.
## Can members open a ticket in a jail-linked category?
No, not even staff through the normal open flow - `/open` and the panel button both refuse jail-linked categories entirely, with no exception. The only ways into one are `/jail` (jailing a member directly) or `/escalate category:` (moving an already-open ticket into jail). See [Jail](/docs/tickets/jail) for how both of those work.
## Do slash commands and message (prefix) commands do the same thing?
Yes - most commands work either way, and behave identically regardless of which you use. `/ping` and `!ping` (or whatever your server's prefix is) run the exact same code. A few commands that need Discord's slash-command interface specifically (like `/ticket send` and `/application send`, which open a modal) are slash-only. See [Prefixes](/docs/settings/prefixes) for how to add your own custom prefix.