Staff Tools
Staff commands for notes, tags, transcripts, canned replies, priority, statistics, claims, AI assistance, translation, and ModMail evidence
These commands are for people holding a staff role selected in the dashboard. They help staff work faster inside a ticket and keep tickets organised for the dashboard.
All commands on this page are staff only. /reply and /stats need the Basic plan or higher; /ai-help and /summary need Pro or higher. Everything else works on every plan.
/note
Keep internal notes on a ticket. Notes are visible to staff only, never to the ticket creator.
/note add <content>
/note view
/note remove <number>| Subcommand | Option | Type | Required | Allowed values |
|---|---|---|---|---|
add | content | Text | Yes | Up to 1000 characters |
view | none | |||
remove | number | Integer | Yes | 1 or higher; the number shown by /note view |
What happens: add stores the note with your name and the time. view lists every note on the ticket in order, numbered. remove deletes one note; you can only remove notes you wrote yourself.
Examples
/note add content:Customer is a VIP, prioritise the reply
/note view
/note remove number:2Errors: TC002 (not staff, or removing someone else's note), TC012 (note over 1000 characters, or number out of range), TC017 (not in a ticket).
/tag
Label the ticket so it can be filtered in the dashboard.
/tag add <name>
/tag remove <name>
/tag list
/tag clear| Subcommand | Option | Type | Required | Allowed values |
|---|---|---|---|---|
add | name | Text (autocomplete) | Yes | Up to 50 characters; letters, numbers, hyphens, and underscores only |
remove | name | Text (autocomplete) | Yes | A tag currently on the ticket |
list | none | |||
clear | none |
Autocomplete suggests the predefined tags set in the dashboard, but you can type any valid name. A ticket holds up to 10 tags by default; a server administrator can raise this to 25 in the dashboard.
Examples
/tag add name:billing
/tag remove name:urgent
/tag clearErrors: TC012 (empty, too long, or invalid characters), TC015 (tag already exists, or nothing to clear), TC004 (removing a tag that is not on the ticket), TC016 (tag limit reached), TC017 (not in a ticket).
/transcript
Generate an HTML transcript of the current ticket.
/transcript [channel] [user] [limit] [evidence]| Option | Type | Required | Allowed values | Default |
|---|---|---|---|---|
channel | Text channel | No | Any text channel (staff only) | The transcript channel from the dashboard |
user | User | No | Any member (staff only) | none |
limit | Integer | No | 1 to 1000 | All messages |
evidence | Boolean | No | True or False (staff only) | False |
Who can run it: the ticket creator or staff. Only staff can use channel, user, or evidence.
What happens:
- The conversation is rendered as an HTML file with timestamps, usernames, message content, and references to attachments and embeds.
- The file goes to the dashboard transcript channel by default, to the channel you name with
channel, or as a DM to the member you name withuser. - With
evidence:Truethe file also includes Discord IDs and message links. Evidence transcripts can only be sent to staff members or staff-only channels. - If
limitcut the transcript short, the confirmation says how many of the total messages were included.
A transcript channel must be configured in the dashboard before this command works, even when you override the destination (TC011).
Errors: TC002 (non-staff used a staff-only option, or an evidence transcript targeted a non-staff recipient or channel), TC011 (no transcript channel configured), TC017 (not in a ticket).
/reply
Send a canned response by its shortcut.
/reply <shortcut>| Option | Type | Required |
|---|---|---|
shortcut | Text (autocomplete) | Yes |
Plan: Basic or higher. Basic and Pro can use up to 25 canned responses (the first 25 by creation date); Enterprise has no limit.
What happens: the saved response is posted in the ticket with its variables filled in, for example {user} becomes the creator's mention and {ticket.number} (or {ticketNumber}) becomes the ticket number such as #0042. Variables use single braces; double braces such as {{user}} do not work. See Canned Responses for every variable.
Create responses in the dashboard under Quick Replies, each with a name, a shortcut, and content.
Errors: TC014 (Free plan, or the response is beyond your plan's limit), TC004 (no response with that shortcut), TC002 (not staff).
/priority
Set the ticket priority. The channel name gets a coloured indicator and the dashboard shows the level.
/priority <level>| Option | Type | Required | Allowed values |
|---|---|---|---|
level | Choice | Yes | urgent (🔴), high (🟠), medium (🟡), low (🟢), none (removes the indicator) |
What happens: the channel is renamed to 🔴-ticket-0001 (or the matching emoji), any previous indicator is removed, and a notice shows the old and new level. none clears the indicator.
Discord allows only two renames per channel every 10 minutes. Changing priority a third time in that window returns TC001; wait 10 to 15 minutes.
Errors: TC001 (rename rate limit), TC002 (not staff), TC012 (invalid level), TC017 (not in a ticket).
/stats
Show ticket statistics for this server. The response is visible only to you.
/stats [period]| Option | Type | Required | Allowed values |
|---|---|---|---|
period | Choice | No | 7d, 30d, 90d, all |
Plan: Basic or higher.
What it shows: total, open, and closed tickets with percentages, average first response time, average resolution time, a priority breakdown, and the top ticket creators for the period.
Errors: TC014 (Free plan), TC002 (not staff).
For charts and exports, open Analytics in the dashboard.
/claims
List claimed tickets, five per page, with the creator, claim time, and last activity.
/claims [user]| Option | Type | Required | Notes |
|---|---|---|---|
user | User | No | Show another staff member's claims instead of your own |
The card has controls to switch between open and closed claims, sort by oldest claim, newest claim, highest priority, or longest since last activity, and page through results. The controls only respond to the person who ran the command; anyone else gets TC002 and must run /claims themselves. When the AI triage card is enabled for the server, each row also shows a one-line summary and urgency.
Errors: TC002 (not staff, or using another member's controls), TC010 (controls from an old card; run /claims again).
/ai-help
Draft a reply with AI, based on the ticket conversation and your knowledge base. The draft is shown only to you.
/ai-helpPlan: Pro or higher.
What happens: the bot reads the ticket, searches the knowledge base, and shows a suggested reply with its sources. Choose Send Now to post it as is, Edit & Send to change it first, or Try Again for a new draft.
Errors: TC014 (plan below Pro, or the trial AI token allowance is used up), TC002 (not staff), TC017 (not in a ticket).
/summary
Generate an AI summary of the ticket, for example before handing it to a colleague. Shown only to you.
/summary [format]| Option | Type | Required | Allowed values | Default |
|---|---|---|---|---|
format | Choice | No | detailed (full analysis), executive (key points), handoff (staff transition notes), brief (quick overview) | detailed |
Plan: Pro or higher.
Errors: TC014 (plan below Pro), TC002 (not staff), TC017 (not in a ticket), TC004 (the ticket has no messages to summarise).
/context
Show how much of the AI conversation context this ticket is using. Shown only to you.
/contextErrors: TC002 (not staff), TC017 (not in a ticket).
/translation
Turn AI translation on or off for the current ticket.
/translation <enabled>| Option | Type | Required | Allowed values |
|---|---|---|---|
enabled | Boolean | Yes | True to enable, False to disable |
Translation must first be enabled for the server in the dashboard. See Translation for what gets translated.
Errors: TC018 (translation is not enabled for the server, or it is already disabled on this ticket), TC002 (not staff), TC017 (not in a ticket).
/modmail
Inspect evidence for a ModMail ticket. Works only in ModMail ticket channels.
/modmail message <number>
/modmail evidence| Subcommand | Option | Type | Required | Allowed values |
|---|---|---|---|---|
message | number | Integer | Yes | 1 up to the number of messages in the ModMail transcript |
evidence | none |
message returns the linked Discord IDs for one message by its position in the transcript. evidence shows a compact evidence pack for the whole ticket.
Errors: TC004 (message number out of range), TC002 (not staff), TC017 (not a ModMail ticket).
Common questions
Can the ticket creator see my notes?
No. Notes are only shown to staff through /note view and in the dashboard.
Why does /reply say a response is not available on my plan?
Basic and Pro include the first 25 canned responses by creation date. Delete unused ones in the dashboard or upgrade to Enterprise for an unlimited number.
Why did /priority fail with TC001?
Discord limits channel renames to two every 10 minutes and priority changes rename the channel. Wait 10 to 15 minutes and try again.
Can I send a transcript to someone who is not staff?
Yes, with user:@name, as long as evidence is off. Evidence transcripts only go to staff or staff-only channels.
Why does /transcript say no transcript channel is configured when I passed a channel?
The command always needs the dashboard transcript channel set, even when you override the destination. Set it under the server's transcript settings.
Where do tag suggestions come from? From the predefined tags configured in the dashboard. You can still type any name made of letters, numbers, hyphens, and underscores.
Does /ai-help post anything automatically?
No. The draft is private until you press Send Now or Edit & Send.
Join the support Discord and ask the team
Was this page helpful?
Last updated on