# Change who gets pinged when a ticket opens (/tickets/welcome-pings)









When a ticket opens, its welcome message pings people so they know there is something to answer. A ping is a mention that sends a notification. Each panel decides its own pings.

<Steps>
  <Step>
    ### Open the panel [#open-the-panel]

    Open your [dashboard](https://tickety.top/dashboard) and pick your server. In the sidebar, under **Tickets**, click **Ticket Panels**, then click the panel.

        <img alt="A panel on the Ticket Panels page" src="__img0" />
  </Step>

  <Step>
    ### Pick who gets pinged [#pick-who-gets-pinged]

    Click the **Messages** tab under the page title.

        <img alt="The mentions picker in Welcome Message" src="__img1" />

    1. Look under **Welcome Message**.
    2. The picker just above the message holds the pings. Three are on to start with:

       * **Ticket Creator**: the member who opened the ticket.
       * **Support Roles**: every support role of this panel.
       * **Admin Role**: the admin role from **Settings**.

       Remove the ones you do not want. You can also add **@everyone*&#x2A;, **@here** or any role in your server. Remove all of them to open tickets without a ping.

    If the panel uses **Threading Mode**, only the three built in options are offered. The ones you remove are still added to the thread, just without a notification.
  </Step>

  <Step>
    ### Save [#save]

    Press **Save Changes** in the bar at the bottom of the page. Tickets opened from now on use the new pings.
  </Step>
</Steps>

In Discord, the pings are the line above the first message in the ticket.

<img alt="The pings above the first message in a new ticket" src="__img2" />

To show someone's name in the text without pinging them separately, put a placeholder in the message itself. `{ticket.creator.mention}` is already in the default message. See [Change the first message inside a ticket](/tickets/welcome-message).

## It did not work? [#it-did-not-work]

<Accordions>
  <Accordion title="Admin Role is picked but nobody is pinged">
    No admin role is saved in **Settings**, so there is nobody to ping. Pick an **Administrator Role** there.
  </Accordion>

  <Accordion title="Nobody got a notification, but the pings are in the message">
    The panel is outside its support hours. Tickets opened while support is closed ping without a notification. See [Only accept tickets during set hours](/tickets/support-hours).
  </Accordion>

  <Accordion title="Staff roles are not pinged outside support hours">
    **Disable Staff Pings** is on in the panel's support hours. It drops the support and admin role pings while support is not open.
  </Accordion>

  <Accordion title="Open tickets did not change">
    Pings are sent once, when a ticket opens. Only new tickets use the new setting.
  </Accordion>
</Accordions>