Anonymous Replies
Pro feature
Anonymous replies are part of the Pro plan.
Anonymous replies let your team answer tickets under a single brand identity instead of each staff member's own name and avatar. The person who opened the ticket sees one brand name and avatar, while your team still sees exactly who replied.
This is useful when you want a uniform support presence, when staff prefer not to expose their personal account, or when several people share one ticket and you want the conversation to read as one team.
How it works
When anonymous replies are on, every staff reply sent from the web dashboard, and every /reply command, is posted to Discord under your brand identity rather than the staff member's account.
What each side sees
| Where | The ticket opener | Your staff |
|---|---|---|
Name on the reply | Your brand | Brand (staff name) |
Avatar | Your brand icon | Your brand icon |
Who handled it | Hidden | Shown |
Analytics & logs | Not shown | Real staff member |
In the dashboard ticket viewer, an anonymous reply shows the brand name with the real staff member in brackets, for example "Acme Support (jane)", and carries an "Anonymous" tag. Attribution, team analytics, and audit logs always record the real staff member, so anonymity is customer-facing only.
Two ways to reply anonymously
From the dashboard
- Reply normally in the ticket viewer
- Posts under your brand automatically
- No extra step once it is enabled
In Discord with /reply
- /reply message:[text] inside a ticket
- Posts under your brand identity
- Your own message stays private
The /reply command only works while anonymous replies are enabled. If it is off, the command tells you to turn it on first.
Branding
The default brand is Support Staff with your server's icon. To use your own, set a brand name and avatar in the Custom Branding card under Settings → Appearance. Those same values are used for dashboard webhook replies, so your support presence stays consistent everywhere.
Pick a brand name your members will recognize, such as your server or team name, so replies feel official rather than generic.
Turning it on
- Open your server dashboard and go to Features.
- Turn on Anonymous staff replies (Pro).
- Optionally set your brand name and avatar under Settings → Appearance → Custom Branding.
- Reply from the dashboard, or use
/replyin a ticket channel.