Ticket Commands
Use these Discord slash commands inside ticket channels to manage the ticket, its participants, and its records. /reopen can also work outside a ticket when you provide a ticket number, and /kb can be used in regular channels.
Ticket messages also include buttons for common actions such as close, claim
or unclaim, and add or edit note. Use /help in Discord to see the command
list available in your server.
Command table
| Command | What it does | Who can use it | Notes |
|---|---|---|---|
/close [reason] |
Closes the current ticket. | Support, Admin, or the ticket creator when self-close is enabled. | Auto-generates a transcript when the category is configured to do so. |
/reopen [ticket] |
Reopens a closed ticket. | Support, Admin | Omit ticket in the closed ticket channel, or pass a number such as 123 or #123. |
/delete |
Permanently deletes the ticket channel. | Support, Admin | Requires confirmation. Saves a transcript before deleting. |
/add <user> |
Adds a user to the current ticket. | Support, Admin, or the ticket creator when user-add is enabled. | Bots cannot be added. |
/remove <user> |
Removes a user from the current ticket. | Support, Admin | The ticket creator cannot be removed. |
/claim |
Marks you as the staff member handling the ticket. | Support, Admin | Shows ownership to the rest of the team. |
/unclaim |
Releases the current claim. | Current claimant, Support, Admin | Support staff can unclaim tickets claimed by someone else. |
/private |
Hides the ticket from the wider support role set. | Support, Admin | Requires private tickets to be enabled on the Features page. |
/unprivate |
Restores normal staff access to a private ticket. | Support, Admin | Re-adds the category support roles. |
/pause [duration] |
Stops automations running on the ticket. | Support, Admin | 1h, 1d, 1w, or indefinitely. Defaults to indefinitely. |
/resume |
Lets automations run on the ticket again. | Support, Admin | Any inactivity clock restarts from the moment you resume. |
/priority <level> |
Sets ticket priority. | Support, Admin | Low, Normal, High, or Urgent. |
/rename <name> |
Renames the ticket. | Support, Admin | Can also rename the Discord channel when that feature is enabled. |
/move <category> |
Moves the ticket to another category. | Support, Admin | Uses Discord autocomplete for category selection. |
/ticket-info |
Shows a status embed for the current ticket. | Support, Admin | Status, category, priority, claim, and participants at a glance. |
/rate |
Sends the rating prompt to the ticket creator. | Support, Admin | Same prompt the Request Rating flow step sends. Each ticket can be rated once. |
/reply <message> |
Replies anonymously under your brand identity. | Support, Admin | Pro. Requires anonymous replies to be enabled. |
/transcript |
Generates an HTML transcript. | Support, Admin | Sends it to the transcript channel if configured, otherwise to you. |
/kb <article> |
Sends a knowledge base article. | Support/Admin in tickets; anyone outside tickets. | Uses Discord autocomplete for article selection. |
/canned <reply> |
Posts a saved canned reply. | Support, Admin | Autocomplete from your Canned Replies page. No AI, and free on every plan. |
AI commands
The AI commands in Discord toggle on the AI Control page removes these from your server. All of them are for Support and Admin roles.
Ask AI (every plan)
| Command | What it does | Notes |
|---|---|---|
/ask <question> |
Answers product questions from the Ticket Tool documentation. | On Community and Pro it also answers questions about this server: ticket counts, stats, settings, your knowledge base and Memory. The answer is shown only to you. |
Staff AI commands (Pro)
On the Pro plan the bot also registers these. They do not appear on other plans at all.
| Command | What it does | Notes |
|---|---|---|
/summarize |
Posts an AI summary of the current ticket. | Respects the AI summary toggle on AI Control. |
/draft [guidance] |
Drafts a suggested reply, shown only to you, with Send, Edit, and Discard buttons. | Send as brand appears when anonymous staff replies are enabled. Respects the AI suggested reply toggle. |
/translate <language> <text> |
Translates text. | Useful for answering in the customer's language. |
Two message right-click actions ship alongside them. Right-click a message in a ticket channel, open Apps, then pick:
- Reply with AI drafts a grounded reply that addresses that specific message, with the same Send, Edit, and Discard controls as
/draft. - Save to AI Memory saves a staff answer into the Memory Library as an approved entry.
See AI Assist for how grounding and drafts work.
Examples
/close reason:Issue resolved
/reopen ticket:#123
/add user:@Username
/remove user:@Username
/priority level:High
/pause duration:1 week
/resume
/rename name:billing-question
/move category:Billing
/reply message:We are checking this now.
/kb article:Getting Started Guide
/ask question:How do refunds work?
/draft guidance:Ask for their order number
Gotchas
/deleteis permanent and deletes the Discord channel after confirmation, but a transcript is saved first./privateremoves the category support roles from the channel. The creator, current staff on the ticket, mandatory roles, the command runner, and server administrators keep access.- Private ticket transcripts can still be read by staff with dashboard transcript access. Delete the transcript too if the conversation must stay confidential.
/replyis customer-facing anonymity only. Staff attribution still appears in the dashboard, analytics, and audit records.- Anonymous replies are Pro and are configured from Dashboard -> Features. Brand name and avatar are configured from Branding settings.
/pausecovers every automation on that ticket, time-based and event-driven alike: no auto-close, no inactivity reminder, and no rule reacting to a message or a rating.- A paused ticket can still be closed, claimed and replied to by hand.
/pauseexempts a ticket from the bot acting on its own, not from people. - When a pause expires, any inactivity clock restarts from that moment rather than from the last reply, so a ticket paused for a week is not closed the instant the pause lapses.
- The bot pins a notice in the channel while a ticket is paused and removes it on resume. Pinning needs the Pin Messages permission; without it the pause still works and only the notice is skipped.
/renamecan hit Discord's channel rename rate limit, roughly twice every 10 minutes, when channel renaming is enabled./transcriptincludes messages, ticket metadata, timestamps, user information, and archived attachments for supported files up to 5 MB.