Assign staff roles
Decide which Discord roles can see tickets, which can use the dashboard inbox, and which can change settings. Three independent levers.
Prefer to watch? This video shows it step by step.
Three levels of access
TicketCord separates three things on purpose:
- Ticket access - who gets auto-added to ticket channels and can read / reply.
- Dashboard access - who can log into the web dashboard to triage tickets, see analytics, and use the inbox.
- Server-owner permissions - implicit, never configurable. The Discord account that owns the server can always do everything.
Ticket access (Discord side)
Open Staff > Staff roles and add the Discord roles that should be treated as support staff. Every role you add gets View Channel, Send Messages, and Read Message History on every new ticket channel TicketCord creates. The bot adds these overwrites at ticket-creation time, so changes affect future tickets only.
Dashboard access (web side)
There are two ways to grant dashboard access:
- Role list - pick the Discord roles that should be able to sign in. Members with any of those roles see this server’s tickets when they log in.
- Manage Server fallback - flip a single toggle and anyone with Discord’s built-in Manage Server permission gets dashboard access automatically. Useful for small teams where the existing admin role is already the source of truth.
Dashboard access also covers settings, KB editing, embeds, and analytics - so keep the list smaller and more trusted than the ticket-access list. A senior support engineer probably wants both; a part-time agent might only need ticket access.
What happens when someone leaves
Access is recomputed every time a staff member loads the dashboard or the bot adds them to a ticket - there’s no cached “you’re staff” flag. Remove the role in Discord and they lose access on their next request, no clicks required on our side.
You’re done
That’s the full setup. Tickets will open, your team can answer them, and Atlas will start learning from your replies. From here, head to Configuration to tune embeds, add a knowledge base, or set business hours - or jump to Workflows to set up auto-routing and the dashboard inbox.