Human handoff for Discord tickets.
Atlas offers Talk to Staff when it cannot help and hands over when a member asks for a person or its answer calls for your team. Staff continue the same conversation in Discord or the web inbox.
No card required. After 14 days the account moves to Free, which shows TicketCord branding, unless you pick a plan. Basic and up remove the branding.
Keep the conversation together. Give staff the available context.
Atlas answers members directly. When staff take over, the conversation and available ticket context stay together in Discord and the web inbox.
What actually happens when Atlas steps aside.
Atlas decides
An uncovered question can offer Talk to Staff. A request for a person triggers handover, and Atlas can also determine that staff need to take over.
Sorting is a separate choice
Enterprise Sorting moves new tickets to categories using rules written in plain words. It checks them from top to bottom and uses the first confident match.
Context comes with it
The retained thread, AI attempt, and internal notes available on the ticket remain visible to staff who can access it.
The user stays in the same ticket
Staff responses continue in the original Discord conversation; the customer does not need a separate support surface.
Send new tickets to the right team.
On Enterprise, describe which new tickets belong in each category. Sorting follows the first matching rule in your chosen order, with optional role pings, visibility rules and tags. Choose what happens when no rule fits. These are example descriptions, separate from human handoff.
- Refund requests, disputed payments and billing problemsMove to Billing and optionally ping the billing role
- Support requests written in GermanMove to your German support category
- Complaints that need a senior support reviewMove to Senior support and add a review tag
- Critical problems preventing members from using the serviceMove to the urgent category and optionally ping a role
- Bug reports with steps to reproduce a problemMove to Bug reports