Managing Tickets
The Tickets view is a two-pane inbox for your server's tickets: the list on the left, the selected conversation in the middle, and a details panel that slides in on the right. You can read the conversation, reply, and run the same staff actions you would run in Discord. Most actions run through the bot, so they take effect in the Discord channel too.
Who can see the Tickets view
Access is governed by the View Tickets permission.
Admins and bot staff
Server administrators and bot staff see every ticket on the server.
Support roles
Everyone else sees only tickets in categories where they hold a support role. With no support role in any category, the list is empty.
Support roles are set per category. See Permissions.
The ticket list
Open tickets sort to the top, then tickets are ordered by most recent activity. Each row shows the creator, ticket number, category, a preview of the last message, the message count, and an unread dot for activity you have not seen. A colored left border shows the priority.
| Control | What it does |
|---|---|
| Search tickets | Matches the creator's username, the ticket number, or the creator's Discord user ID |
| Status | Open (the default), Closed, Deleted, or All |
| Category | All Categories or one category |
| Refresh | Reloads the list now. It also refreshes itself about every 30 seconds while the tab is open |
The count under the filters shows how many tickets match. If you open a ticket by direct link and its status does not match the filter, the status filter adjusts once so the ticket stays visible.
Reading and replying
Select a ticket to open its conversation. Messages render with avatars, attachments, and Discord formatting, and new messages appear within about five seconds without a reload.
In the composer, press Enter to send or Shift+Enter for a new line. You can also:
- Attach files, up to 8MB per file and 8MB combined per reply.
- Send a knowledge base article with the book icon. Search your articles and send one without retyping it.
- Insert a canned reply with the template icon. The snippet lands at your cursor, ready to edit. See Canned Replies.
Replies post under your name, or under the server's brand identity when anonymous replies are on. The composer is disabled on a closed ticket.
You can edit a reply you sent from the dashboard. Messages posted in Discord, and other staff members' messages, cannot be edited from the web. Right-click a message to copy its text or link, or, on Pro, to save it to AI Memory.
Ticket actions
Header
| Action | What it does |
|---|---|
| AI | Opens AI quick reply, AI summarize and AI reply builder. It works on every plan and spends the server's AI allowance. See AI Assist |
| Claim / Unclaim | Assigns the ticket to you or releases it. Unclaiming someone else's claim asks you to confirm |
| Close | Closes with an optional reason, which stops the user sending more messages. Request Close asks the opener to confirm instead, optionally closing on its own if nobody answers |
| Reopen | Shown instead of Claim and Close on a closed ticket |
On narrow screens the header buttons shrink to icons.
Menu
The three-dot menu holds actions that work whatever the ticket's status:
| Action | What it does |
|---|---|
| Refresh Messages | Pulls the latest messages for the open ticket |
| Rename Ticket | Sets the title shown in the list and header. The pencil next to the title does the same |
| Run Automation | Runs an enabled automation rule for this category, or a server-wide one, on this ticket now, skipping its trigger |
| Open in Discord | Jumps to the ticket channel in your Discord client |
| Delete Ticket | Permanently removes the channel and its messages after you confirm. A transcript is saved first if the category keeps them |
Details panel
Open it with Details.
| Section | What it holds |
|---|---|
| Status | Status, priority (change it from the dropdown), category, and creation time |
| Participants | Who is on the ticket (Creator, Support, or Added). Add a user by Discord user ID |
| Staff Notes | Private internal notes, edited in place |
| Form Responses | The answers the user gave in a support flow, when there are any |
| Recent Activity | When the ticket was created, claimed, and closed |
What stays in Discord
Both surfaces act on the same ticket, so a close from the dashboard and a close from /close reach the same result. A few things are not in the Tickets view:
- Transcripts open on the dashboard's Transcripts page, and
/transcriptgenerates one in the channel. See Transcripts. - Private tickets are set with
/privateand/unprivatein the channel. See Ticket commands. - Opening tickets from panels, and other command-driven actions, happen in Discord.
Cross-server tickets for organizations
An organization has its own Tickets view that spans every member server in one inbox. It works like the per-server view, except a server filter replaces the category filter, and each row shows which server the ticket came from. It needs an active organization subscription. See Organizations.