Core Concepts
The pieces a support desk is built from, and how they fit together. Categories and panels decide how tickets are opened, permissions decide who can see them, and flows and the knowledgebase decide how much of the work happens without a human.
Opening tickets
Ticket Categories
- Channel naming variables
- Per-category permissions and messages
- Automations and workflow buttons
Ticket Panels
- The panel members click to open a ticket
- Embed anatomy and button styling
- Wire panel items to a support flow
Custom Commands
- Your own slash commands
- Context-menu actions
- Trigger tickets and flows
Access and lifecycle
Permissions
- Discord bot permissions
- Dashboard roles and per-category access
- Organization roles, plus common setups
Ticket Lifecycle
- Open to closed to deleted
- What staff can do at each stage
- Where automations hook in
Transcripts
- How transcripts are generated
- Where they are stored and served
- Configuring what gets saved
Automation and self-service
Support Flows
- Guided ticket forms
- Branching ticket automation
- Built on a visual canvas
Knowledgebase
- Reusable help articles for Discord
- Feeds support flows and AI context
- Backs the public portal
Pro
Anonymous Replies
- Reply under your brand identity
- Individual staff names stay hidden
- Available on Pro