Canned responses
Saved replies your team sends into a ticket in one click, with the member's name and the server filled in.
Do this on my dashboardA canned response (a tag, in the commands) is a reply you write once and send many times: how to appeal a ban, where to find an order number, the refund policy. They live under General → Canned responses.
Writing one
Press New response. A response has a name and its content:
- Names are lowercased and spaces become underscores —
refund policyis stored asrefund_policy. That is what you type after/ticket tags send. - Content can be several lines; press Enter for a line break. Markdown works.
- These variables are filled in when the response is sent:
| Variable | Becomes |
|---|---|
{user} | A mention of the ticket opener |
{username} | Their username |
{agent} | Your name |
{channel} | A mention of the ticket channel |
{ticket} | The channel name |
{server} | The server name |
Free servers can keep 10 responses; Premium has no limit.
Sending one
Three ways, all staff-only:
- In Discord, the Tags button on the ticket's opening card opens a dropdown of your responses, visible only to you. Pick one and it is sent.
/ticket tags send name— the name autocompletes./ticket tags show namepreviews it privately first;/ticket tags listlists them.- On the dashboard conversation, the Canned replies dropdown inserts one into the reply box so you can edit it before sending.
In DM tickets the response is also delivered to the member's DM, like any staff reply.
The Tags dropdown is ephemeral in channel tickets on purpose: the member shares the channel and would otherwise read every canned text you have.
Handling tickets
Claiming, priorities, internal notes, alerts, replies from the dashboard, and closing — the day-to-day of a support team.
Support hours
Tell members when your team is around. Outside those hours, tickets open with a warning or are refused, and members can ask to be told when you reopen.