Welcome messages and canned responses

Prefer to watch? This video shows it step by step.

1:21Which welcome message is sent?A default design for each ticket type, a button's own design, and the order TicketCord follows.

Welcome messages

Every time a ticket opens, TicketCord posts a welcome message at the top of the channel and pins it when it can. You build reusable designs on the Messages page and set one per ticket type - so a refund ticket can read differently from a bug report, and modmail can use its own introduction.

Each design can carry the Claim, Pin and Close buttons, so staff can act directly from the message.

Variables you can use

Write variables with single braces, exactly as shown. In welcome messages, names are case-sensitive:

• {user} - mention of the requester.
• {username} - their plain username (no mention).
• {userId} - their Discord ID.
• {ticketNumber} - the sequential number for this server.
• {subject} - the label of the dropdown option the member used, or the form’s title.
• {server} - your server name.

Self-help menu

You can add a dropdown of prepared answers to the welcome message (Basic or higher) so customers can self-serve common answers before staff arrives. Each option has a label, an optional description and a response of up to 2,000 characters. Up to 25 options per menu.

When a customer picks an option, only they see the response - useful for “link to my latest invoice”, “reset 2FA”, or any answer that’s short enough to live in the welcome step.

Canned responses for staff

Separate from welcome messages, staff get their own library of canned responses under Staff > Quick replies, and send them into a ticket with /reply. Each canned response has:

• Name - 1 to 100 characters, shown in the /reply list.
• Shortcut - 1 to 20 characters, lowercase. Staff send it with /reply shortcut:refund.
• Content - 1 to 2,000 characters. Markdown allowed.
• Category - optional label, shown in the /reply list.

Canned responses have their own variables, also with single braces, such as {user.mention}, {ticket.number} and {guild.name}. Double braces don’t work.

Plan limits

Canned responses are a paid feature. Basic and Pro each include 25 saved canned responses, and Enterprise has no configured limit. The Free plan does not include canned responses. Compare the plans on the pricing page.

Usage tracking

Every time a canned response is used, its usage counter ticks up. The list shows the most used first, so you can see which ones are pulling weight - and which are candidates to drop or rewrite.