# 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.

## 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 four tabs across the top:

- **Transcript** - the live message history. Reply from here; whatever you send is posted into the ticket channel as the bot, so the customer just sees a normal message from your support bot.
- **Notes** - internal notes only staff can see. They never reach Discord. See [Internal notes](https://ticketcord.com/help/workflows/internal-notes).
- **Approval** - when Atlas drafts a reply but waits for a human to send it, this is where you read and approve (or rewrite) the draft.
- **Sentiment** - how the conversation has been trending. Useful for triaging a queue when you can’t read every transcript.

## 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 transcript’s composer and send. The message posts into the original Discord ticket channel as the bot. Customers don’t see a separate “dashboard” surface - to them, every reply just looks like the bot answering in the channel where they opened the ticket.

## 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.

## Machine-readable resources

- [Canonical HTML](https://ticketcord.com/help/workflows/dashboard-inbox)
- [TicketCord llms.txt](https://ticketcord.com/llms.txt)
- [AI page index](https://ticketcord.com/api/ai/pages)