Transcripts
Transcripts are HTML records of ticket conversations. They are useful for audits, handoffs, training, and disputes.
A transcript is generated on close only when the category's Auto Transcript on
Delete setting is enabled. You can also create one manually with
/transcript inside a ticket channel.
What gets saved
| Content | Saved? | Notes |
|---|---|---|
| Messages | Yes | Includes author, avatar, timestamp, edits, and message order. |
| Ticket metadata | Yes | Ticket number, category, creator, participants, dates, and close reason. |
| Embeds and links | Yes | Rendered in the dashboard viewer and HTML download. |
| Mentions | Yes | Dashboard viewer resolves users, roles, and channels where possible. |
| Attachments | Limited | Images, text files, PDFs, and Office documents up to the archive limits. |
| Video, audio, archives, executables | No | These remain Discord links and may expire. |
Archived attachments are limited to 5 MB per file and 25 MB per ticket. HTML copies embed archived files until their inline budget is reached; anything past that stays as a Ticket Tool link and only works while the transcript is inside your retention window.
Downloaded transcripts are standalone
The downloaded file opens in a browser, works offline once saved, and is not changed by later dashboard retention. The same is true for HTML files posted to your Discord transcript channel.
Category settings
Configure transcripts per category.
| Setting | What it does |
|---|---|
| Auto Transcript on Delete | Generates a transcript when a ticket closes and posts one when the ticket is deleted. Off by default. |
| Transcripts Enabled | Allows the category to save transcripts. On by default. |
| Transcript Channel | Staff-only Discord channel where transcript HTML files are posted. |
| Log Channel | Event log for creates, claims, closes, and other activity. It is not the transcript archive. |
Use a private transcript channel, make sure the bot can Send Messages and Attach Files, and separate channels by category if some tickets contain more sensitive data.
Close and delete behavior
Closing a ticket saves a transcript only when Auto Transcript on Delete is enabled. Deleting a ticket always saves the dashboard transcript before the Discord channel is removed; the setting controls whether a copy is posted to the transcript channel.
Viewing and exporting
- Open Transcripts in the server dashboard.
- Filter by category, date range, or ticket number.
- Open the transcript to read it in the Discord-style viewer.
- Use Download HTML when you need a permanent copy.
The dashboard viewer shows the conversation, ticket information, participants, message count, timestamps, and available attachments. The HTML download is the portable copy to store in your own systems.
Retention
Dashboard transcript access follows your server plan. HTML files you downloaded or posted to Discord are separate copies and stay available as long as you keep the file or Discord message.
| Plan | Dashboard transcript retention |
|---|---|
| Free | 30 days |
| Community | 12 months |
| Pro | Unlimited |
Individual stored messages are purged after 7 days, but the generated HTML transcript is preserved. After purge, the dashboard shows a Messages Archived banner and directs staff to the HTML copy.
Keep permanent records yourself
If a ticket matters for legal, billing, or safety reasons, download the HTML transcript or keep the posted Discord copy. Dashboard retention is a product access window, not your long-term compliance archive.
Access and privacy
Users who can view transcripts:
- Server administrators.
- Dashboard users with View Transcripts permission.
- Organization owners and admins for member servers.
Transcript access is server-wide, not per transcript. Treat downloaded HTML files as sensitive records because they can be shared outside Ticket Tool.
For privacy programs such as GDPR or CCPA, document why you store transcripts, who can access them, how long you keep exported copies, and how users can request deletion.