Workflows
How tickets actually move through TicketCord - routing rules, handoffs, internal notes, and the dashboard inbox.
Reviewing learned Q&A from Discord
Approve, edit, reject, or undo learned answers without leaving Discord - staff-only controls keep the knowledge base accurate.
Reply from the dashboard inbox
Discord works for chatting. The dashboard works for actually triaging and resolving. Here’s how to use it - without the customer noticing.
Set up auto-routing by topic
Send refund tickets to billing, bug reports to engineering, and the rest to general support - automatically, based on what the customer actually wrote.
Confidence-based handoff rules
Two different signals can hand a ticket off to staff: Atlas doesn’t know the answer, or the customer explicitly asks for a human. You get to tune both.
Internal notes
Drop private context onto a ticket that staff can see but customers never do - what you tried, what to escalate, who handled it last.