Priority & Notes
Flag urgent tickets and leave internal staff notes visible in the ticket channel.
Premium Feature
Ticket Priority
Priority lets your team signal how urgently a ticket needs attention. Staff set a priority level on any open ticket using /ticket priority.
Priority Levels
| Level | Intended Use |
|---|---|
| Low | Non-urgent; can be addressed when time allows |
| Normal | Default level; standard queue |
| High | Should be handled before Normal tickets |
| Urgent | Immediate attention required |
Setting Priority
Run the following inside the ticket channel:
/ticket priority level:urgentThe priority is displayed in the ticket header embed and reflected in the Tickets tab of the dashboard. Changing the priority posts a small notification in the channel so all staff can see the update.
Filtering by Priority
In the dashboard's Tickets tab you can filter and sort the open ticket list by priority level, making it easy for team leads to spot tickets that need immediate attention.
Staff Notes
Staff notes are internal messages posted in the ticket channel with a distinct visual style to separate them from regular conversation. They are intended for internal context that does not need to be part of the main thread.
Adding a Note
/ticket note message:Your internal note hereThe bot posts an embed with a unique color and a Staff Note label, along with the name of the staff member who added it.
Notes in Transcripts
Staff notes are included in the ticket transcript, rendered with the same distinct styling used in Discord so they are easy to identify when reviewing a closed ticket.
Note Timestamps
Premium Feature