/ticket open). Thea creates a channel under a bot-managed Tickets category that only that member and your staff can see, tries to answer from your knowledge base, then waits for a human.
How a ticket flows
1
The member opens a ticket
They click the panel button or use
/ticket open. If you configured a ticket form, they answer up to five questions first. Those answers are posted into the ticket. Thea does not store them elsewhere.2
A private channel is created
Only the opener and your team can read it.
3
Thea answers from your docs
If confidence is high enough, Thea posts a cited answer before anyone is pinged.
4
Optional AI triage (Pro and Business)
When triage is on, Thea labels category, urgency, and sentiment. You can map categories to roles so the right team is pinged. Angry or urgent openers go to your support role immediately. Each classification counts against your AI AutoMod scan allowance, so triage is not available on Free.
5
Staff take over
The first staff reply in the channel, or the member pressing Get a human, makes Thea step back. From then on Thea keeps the transcript but does not answer. Use
/ticket claim, /ticket assign, and /ticket note as needed.6
Close, transcript, and CSAT
On close, Thea can DM the member a plain-text transcript, then remove their access to the channel. It also DMs a 1–5 satisfaction question plus an optional comment. Low scores (1–2) show up in the dashboard under Rated poorly.
Dashboard views
Open Tickets in the sidebar: Active · Unassigned · Assigned to me · Escalated · Closed · Rated poorly · All Each ticket shows the transcript, staff notes, CSAT, SLA status, and a transcript download. Staff can reopen from the dashboard.Key pieces
Claim and assign
One owner at a time. Claim, assign, or release from Discord or the dashboard.
Staff notes
/ticket note is visible only to staff. The member never sees it.Response target
One re-ping of the support role if an escalated ticket sits unanswered. A claim does not count — only a reply to the member. Nothing is sent during a raid.
CSAT
After close, a 1–5 rating (“Not at all” to “Completely”) and an optional 500-character comment.
Saved replies
Send canned text with
/macro send. There is no /reply command.Other ticket bots
Thea can answer the member in Ticket Tool–style channels, keeping earlier questions as context, then step back when your team posts.
Staff can always download a transcript from the ticket page. The optional close DM is for the member, because closing removes their channel access. That DM leaves Thea’s retention window.