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.

A fresh ticket: Close Ticket and Priority buttons under the welcome embed.

Command	What it does
/assign agent	Assign the ticket to a staff member.
/priority level	Set priority: Low, Normal, High or Urgent. The Priority button opens the same picker.
/note user content	Attach an internal note to the customer's profile.
/customer user	See a member's ticket history and notes.
/close reason	Close the ticket, with an optional reason.

Set a transcript channel
In the global settings, choose where closed-ticket transcripts are archived.
Close the ticket
On close, the bot generates the transcript automatically.
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.

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