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. |
/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. |
AI commands (Pro)
On the Pro plan the bot also registers a set of staff AI commands. They do not appear on other plans at all, and the AI commands in Discord toggle on the AI Control page removes them from your server. All of them are for Support and Admin roles.
| Command | What it does | Notes |
|---|---|---|
/ask <question> |
Answers your question from the knowledge base and approved Memory. | The answer is shown only to you. |
/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. |
/canned <reply> |
Posts a saved canned reply. | Autocomplete from your Canned Replies page. |
/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
/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.
/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.