Messages

The Messages page holds the messages the bot sends: the welcome message when a ticket opens, the close messages, the DM to new members, and the messages TicketCord sends on its own, such as the claim notice, close confirmations, inactivity reminders, rating requests, ModMail notices, AI replies, and log entries.

You can rewrite any of those in the same designer as welcome designs, keep TicketCord's own wording with variables while you change the layout, and give their buttons your own label, emoji, and color. It is for servers that want every message their members and staff see to use their own voice, branding, or language.

Error replies keep their standard wording and their TC code, so they always match Troubleshooting.

Go to Messages

How the page is organizedCopy Anchor Link

Messages is the page right after Panels under Settings in the sidebar. It has two cards.

Automatic messages has a switch at the top with each moment TicketCord sends something. On screens narrower than 1280 pixels the switch is a menu.

For TicketCord's own messages, the rows of a moment are grouped by who sees them: Posted in the ticket, Sent to the member, Posted for staff, and Shown only to who clicked. The last group holds the private replies to a button or command; it is folded behind its count, for example "Shown only to who clicked (3)", and opens by itself when one of its messages was changed.

Each row shows the message's name, when it is sent, and an Edit button. A Customized badge marks a message whose text or buttons your server changed. Below Basic, the messages you can still change (the ModMail Message received and Ticket closed DM) come first in their group, and the others show a Basic badge.

Under ModMail, the folded Also sent in ModMail tickets group lists the messages of other moments that ModMail tickets send too, such as Close confirmation, Closing in progress, and Talk to Staff offer. They are the same messages as in their own moment: editing one there changes it everywhere. Every message, with its variables and buttons, is listed on Message Reference.

Saved message designs, below, is the library of designs used for welcome and close messages. See Welcome Messages.

Customizing a messageCopy Anchor Link

Restyling a buttonCopy Anchor Link

TicketCord's buttons on a message, such as Extend Time on a reminder or the stars on a rating request, keep doing exactly what they did. You can change how they look, and hide the ones the message works without.

The buttons of the welcome message (Claim, Pin, Close, AI Help, and ModMail's Alert, Subscribe, and Mute) are restyled in each welcome design instead, where Claim and Pin also have After it is pressed for Unclaim and Unpin. See Restyling the ticket buttons.

Going back to the built-in messageCopy Anchor Link

In the designer, Reset to default puts the text and every button back to TicketCord's own message. It is an ordinary change: undo brings your version back, and nothing is stored until you click Save changes. The button is greyed out while the message is already the built-in one. After you save, the row loses its Customized badge.

Saving text that is the same as the built-in message stores nothing, so the message stays built in and keeps following your bot language.

Messages whose text TicketCord writesCopy Anchor Link

The AI Help draft shows staff the reply the AI drafted, and sending it relies on that text. Its designer says "TicketCord writes this message's text, so only its buttons can change. Click a button to restyle it." The text, Variables, and the Assistant are not available there; its Send Now, Edit & Send, and Try Again buttons can still be restyled, and the last two hidden.

Close messagesCopy Anchor Link

Under Ticket closes, the first two rows pick a saved design instead of opening the designer:

• Message in the ticket: posted in the ticket channel or thread right before it closes.
• DM to the member: sent to the member who opened the ticket after it closes. It shows Off while DM when a ticket closes is off in Closing tickets → Closing rules.

Pick Default message for TicketCord's own message, or one of your designs, then click Save changes on the save bar at the bottom of the page. Click a row to preview what it sends; Edit design opens the chosen design in the designer. Both rows need Basic or higher. A design that uses welcome-only variables, such as form answers, cannot be picked here.

Close designs can use {user}, {username}, {userId}, {ticketNumber}, {subject}, {priority}, {channel}, {messageCount}, {openedAt}, {openedAtRelative}, {closedAt}, {closedAtRelative}, {duration}, {closedBy}, {closedByName}, {closedById}, {claimedBy}, {claimedByName}, {reason}, {server}, and {serverId}.

{closedBy} shows "System" for automatic closes, and {claimedBy} is empty when nobody claimed the ticket.

ModMail tickets do not use these rows: their member gets the Ticket closed DM under ModMail.

SettingsCopy Anchor Link

Images follow the same rules as in welcome designs: HTTPS links on a supported image host, or uploaded in the designer. Form answer variables only work in welcome messages, so a message that contains one cannot be saved.

What happens when a message is sentCopy Anchor Link

1. Something triggers the message, for example a staff member claims a ticket.
2. TicketCord builds its own message exactly as before. If your server has no version of it, or the bot owner's plan is below Basic, that message is sent.
3. Your button looks are applied. Hidden buttons are left out. What each button does stays the same.
4. If you changed the text, your containers replace the built-in text. Variables are filled in; a name the message does not have is shown exactly as typed. Lines that would only show empty values are left out (see Empty values). If every block of your version comes out empty, the built-in text is sent instead.
5. The message's buttons, menus, and files follow your text, inside the last container or below the message, as set under Buttons. A file such as a transcript is always attached.
6. Pings the built-in message puts on a line above its text, such as the response target pings and the ModMail reminder pings, still lead your version.
7. The message is sent where it always goes. A reply only one person can see stays private.

Empty valuesCopy Anchor Link

Some variables are empty at times, such as {reason} when no reason was given or {source} when an AI answer has no source. Like the built-in messages, your version leaves out what would only show an empty value:

• A line is left out when it uses at least one of the message's variables and every one it uses is empty. **Reason:** {reason} disappears when there is no reason, while {staff} closed it. {reason} stays because {staff} is filled.

• A bold label on its own line goes with the quoted line under it. In

  Copy Text

  **Reason**
  > {reason}

  both lines are left out when there is no reason. The label stays when anything else of its section is left, up to the next label or blank line.

• A name the message does not have is text, not a variable, so it never makes a line disappear.

To keep a line whatever the values, put a filled variable or no variable on it.

Limits and gotchasCopy Anchor Link

• Basic or higher, with two exceptions. The text of the ModMail Message received and Ticket closed DM messages can be changed on every plan, since they hold your ModMail greeting and goodbye; their button looks still need Basic. If the bot owner's plan drops below Basic, TicketCord sends the other built-in messages and every built-in button look again. Your versions are kept and come back when the plan does.

• Right away. A saved change reaches the next message the bot sends. In the rare case the save cannot reach the bot right away, it catches up within 30 seconds. Messages already sent never change.

• Language. Built-in wording variables follow your bot language (General → Bot language). Text you type yourself is sent exactly as typed, whatever the bot language. Some built-in wording is in English in every language; Message Reference marks it.

• Settings that already set a text become variables. Your Reminder text for inactivity reminders is {reminderMessage}, the Message under Ask for details is {noHelloMessage}, and the ModMail reminder texts are {reminderMessage}. Those settings keep working only where your version uses the variable. The ModMail greeting and goodbye are no longer settings: they are the text of Message received and Ticket closed DM, which you edit here.

• Pings. A message that pings someone keeps pinging them with your version:

  • staff alerts ping their roles;
  • the approval request pings the approver role;
  • the inactivity reminder pings the member while Mention the member is on and your version's Who gets pinged settings include Mentioned members.

  When your text shows those mentions (for example through {staffRoles}, {approverRole}, {role}, or {reminderMention}), they appear where you placed them; when it does not, they go on their own line above your text. Messages that never ping anyone, such as Member added, stay that way whatever your Who gets pinged settings say.

• The AI notice cannot be changed. The law requires AI answers to say they were written by AI, so TicketCord adds that line, with the confidence while AI assistant → Knowledge base → Answering → Show the match score is on, to the end of every version of an AI answer. It is not a variable: your text cannot move, hide or reword it. If there is no room for it, the built-in answer is sent.

• What the AI writes is a variable. Answers, summaries, drafts, and translations reach your version as {answer}, {summary}, or {translation}. You change the layout around them, never their words.

• Buttons-only messages. The AI Help draft text is written by TicketCord; only its buttons can change.

• Buttons still follow their settings. A button that only appears when a setting is on, such as Extend Time on reminders, still needs that setting. Restyling it never makes it appear.

• Size. Up to 4,000 characters and 28 components including the message's buttons, the same as welcome designs. Containers and the blocks inside them have no limit of their own.

• Footer text is Enterprise only. Saving on a lower plan removes it.

• No card. When your last container has No card, the buttons, the AI notice, and the TicketCord footer line come right below it. Turning a container's card back on needs one free component; if the message is full, remove a block first. No card is only on this page: welcome and close designs always send each container as a card.

• One version per server. Each server has its own versions, also when one bot serves several servers. The ModMail Server picker is sent before a server is chosen, so the bot has one version of it for all its servers, which only the bot owner can change.

• Importing settings. Import settings from another server copies the other server's messages and button looks, replacing this server's, when the bot owner's plan is Basic or higher. A message that could not be saved here is skipped, for example one showing an image uploaded to the other server. Below Basic only the text of Message received and Ticket closed DM is copied, and this server keeps its other versions. See Dashboard overview.

TroubleshootingCopy Anchor Link

Common questionsCopy Anchor Link

How do I change the text TicketCord posts when a ticket is claimed? Go to Messages, pick In a ticket, and click Edit on Ticket claimed. Change the text, keep {staff} for the staff member's mention, and click Save changes. It needs Basic or higher.

Can I rename the Close button on reminders or translate a button label? Yes, on Basic and higher. Open the message, click the button's label in the preview, and type the new label, or click the button's gear and change Label. The gear also changes its emoji and color. The button still does the same thing.

How long until my change shows in Discord? Right away for new messages. In the rare case the save cannot reach the bot right away, within 30 seconds. Messages that were already sent do not change.

Will my custom message follow the bot language? Only the built-in wording variables, such as {claimedTitle}, follow the bot language. Text you type yourself is sent exactly as typed in every language.

How do I undo my changes to a message? Open it and click Reset to default, then Save changes. The text and every button go back to TicketCord's own message. To reset only one button, use Reset to built-in look in its gear.

What happens to my messages if I downgrade to Free? TicketCord sends its built-in messages and buttons again. Your versions are kept and are used again when the plan is Basic or higher.

Can I remove a button from a message? Only buttons the message works without, such as Cancel on a confirmation or No Thanks on a rating request. Turn off Show this button in its gear. Buttons a message needs, such as Yes, Close Ticket, can only be restyled.

Where is the full list of messages and their variables? On Message Reference, grouped like the dashboard.