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.
Prefer to watch? These videos show it step by step.
Where it lives
From the dashboard, click Tickets in the left rail. You’ll see every open ticket on the bots and servers your account has access to, with the most recent at the top. Pick a ticket to open the detail view.
The ticket detail view
Each ticket has these tabs across the top:
- Conversation - the messages and ticket events in order, with the reply box at the bottom.
- Notes - internal notes only staff can see. They never reach Discord. See Internal notes.
- Approval - shown only when the ticket has an approval request: read it, then Approve or Reject.
- Mood - how the member felt from start to finish, worked out when the ticket closes (Enterprise, with mood history on).
Claiming a ticket
Hit Claim in the action bar. Claiming marks the ticket as yours - other staff can still read it, but the ticket shows your avatar so nobody else jumps in by accident. Click Unclaim if you need to hand it back to the queue.
Replying
Type your reply in the box at the bottom of the Conversation tab and send. The bot posts it in the Discord ticket channel under your Discord name and avatar. In a ModMail ticket it reaches the member by DM, like a reply typed in the ticket channel.
Closing a ticket
Use the Close action. You can attach an optional reason - useful for your own records and for analytics - and the ticket channel either gets moved to your closed category or deleted, depending on how you configured it.
Keyboard shortcuts
A few work dashboard-wide: Ctrl / ⌘+K opens the command palette, ? lists every shortcut, and g then t jumps straight to Tickets. Bulk selection is button-driven: turn on Select mode, tick the checkbox in the list header to select everything on the page, then choose Done selecting to leave. Per-action keystrokes (claim, reply, close) aren't bound yet, use the buttons.