Skip to main content
Staff work tickets in the private Discord channel and in Tickets in the dashboard.

​
In Discord

Thea answers first from your docs. The first staff message in the channel makes it step back. Mention Thea if you want it to try again.

​
In the dashboard

Open Tickets, pick a view (Active, Unassigned, Assigned to me, Escalated, Closed, Rated poorly, All), and open a ticket to:
  • Read the transcript and form answers
  • Add or read staff notes
  • See CSAT score and comment
  • See whether the response target was missed
  • Download a transcript
  • Reopen

​
Close

On close, Thea:
  1. DMs a transcript if DM the member a transcript is on
  2. DMs a 1–5 satisfaction question and an optional comment
  3. Removes the member’s access to the channel
Ratings of 1 or 2 appear in Rated poorly. If you enabled the event, the rating also lands in the ticket log.

​
Response target

If you set a response target and an escalated ticket sits without a reply to the member, Thea pings the support role once in that ticket channel. Claiming the ticket does not count as a reply. Raid mode suppresses the ping.

​
Transcripts

  • Member: optional DM at close
  • Staff: Download transcript on the ticket page at any time
The download includes the opening form answers, Thea’s first answer, the conversation, and staff notes.
Thea searches your knowledge base and posts a cited answer if confidence is high enough. When a staff member sends a message, Thea stops. Mention it to pull it back in. Everything stays in the transcript.
Moderation is a different export. Open Audit and download the Moderation export.