Help Center / Tickets / How to work tickets: assign, prioritise, close and transcripts

How to work tickets: assign, prioritise, close and transcripts

Tickets open as numbered private channels like ticket-0042, with everything staff need one command away.

Inside a ticket

The first message shows the ticket number, category, priority and the member's answers.

An open support ticket channel with Close Ticket and Priority buttons
A fresh ticket: Close Ticket and Priority buttons under the welcome embed.
CommandWhat it does
/assign agentAssign the ticket to a staff member.
/priority levelSet priority: Low, Normal, High or Urgent. The Priority button opens the same picker.
/note user contentAttach an internal note to the customer's profile.
/customer userSee a member's ticket history and notes.
/close reasonClose the ticket, with an optional reason.

Transcripts

  1. Set a transcript channel
    In the global settings, choose where closed-ticket transcripts are archived.
  2. Close the ticket
    On close, the bot generates the transcript automatically.
  3. Get two files
    A formatted HTML file you open in the browser and a plain text version, posted with a summary embed.
Tip. An AI assistant can suggest first responses based on the member's answers. Toggle it per panel in the dashboard.