Discord

Let customers open private support tickets in your Discord server, and mirror every conversation into a channel your team replies from.

Both live on Integrations → Discord. Admins and owners change the settings. Everyone else sees them read only. See Roles.

Connect a server

• One server per organization, and one organization per server.
• Tickets are on as soon as the server connects.
• Disconnect stops tickets and the mirror. The bot stays in the server until you remove it in Discord.
• To move to another server, select Disconnect, then Connect a server. The ticket channel, staff role, panel and mirror channel start over.

Bot permissions

A server that added the bot before the two thread permissions existed can grant them to the bot instead of connecting again.

Bot status

The server row shows Bot online when Median’s bot checked in within the last 2.5 minutes, and Bot offline otherwise.

While it is offline, the channel and role pickers fail with “The Discord bot is offline. Try again when it reconnects.” Replies wait and go out when it returns. A reply still waiting after an hour is dropped, and the conversation shows “The reply could not reach Discord. The channel may be gone.”

Set up tickets

The Discord tickets switch in the Server header turns new tickets on and off. While it is off, the panel button answers “New tickets are paused right now. Try again later.” Open tickets, the mirror, tool approvals and attention pings carry on.

Customize the panel

Customize opens the panel editor beside a live preview. Posting replaces the panel already in the channel.

• An empty title or button label falls back to its default.
• A field with an empty name or text is dropped.
• An accent that is not a six digit hex code falls back to 5865F2.
• Reset to default puts the default panel back in the editor.
• Save and post needs a ticket channel. Until one is picked the editor reads “Pick a ticket channel first.”

The panel always has one button, and every ticket opens as a general help ticket.

How a ticket works

1. The customer presses the button. Only they see the answer, “Your ticket is ready”, with a link to the new channel.
2. Median creates a text channel named ticket- plus their Discord name, in the ticket channel’s category. Only the customer, the staff role and the bot can see it.
3. The agent greets them with “Hi @name, what can I help with?” and a Close ticket button.
4. The conversation opens in the inbox with the subject “Discord ticket”. The customer’s first message replaces it, cut to 80 characters.
5. Everything the customer writes reaches the inbox. Files arrive as links and stay on Discord.
6. Anyone else who writes in the channel, such as staff, shows in the inbox as a teammate reply under their Discord name. It does not wake the agent, and like a reply from the mirror it takes the conversation over.
7. Replies post in the channel. The agent posts under its own name and picture once it has a picture, and as the bot until then. Teammates post under their own name and picture. A reply over 2,000 characters is split.

Each person can have one open ticket. Pressing the button again answers “You already have an open ticket” with a link to it.

Use /note for notes the customer should not see, see Work from Slack and Discord.

When the agent asks for a person

With a staff role set, the bot posts this in the ticket channel:

@Support Ada needs a person: She wants a refund on order 1182.

The reason is the agent’s, cut to 280 characters. The customer sees this message too. Handoff emails go out as well, see Inbox.

When a ticket ends

A ticket ends when its conversation is resolved or closed, from the inbox or with Close ticket. Close ticket resolves it, and anyone who can see the channel can press it.

Reopening the conversation in the inbox within those 5 minutes keeps the channel and lets the customer post again. After that, the customer opens a new ticket.

Mirror

Every conversation, from the widget, email or a Discord ticket, gets a thread in that channel. A reply in the thread goes to the customer. Threads behave the same as on Slack, see Slack.

On Discord:

• The thread is named after the conversation subject, cut to 100 characters.
• Discord does not share email addresses, so a reply always shows the Discord name and picture. It never matches a Median member the way a Slack reply can.
• The Discord mirror switch pauses the mirror. While it is off, threads get no new posts and replies in threads are not read. Tool approvals and attention pings still post in the mirror channel.
• Tool approvals and attention pings for a Discord ticket go to the mirror, never the ticket channel.

Commands

/median changes these settings from inside the server. It needs the Manage Server permission by default, and only you see the answers.

/median unlink also works when the organization that connected the server was deleted. It frees the server and answers “Unlinked. The organization holding this server had been deleted.”

/note and /actions work in ticket channels and mirror threads. See Work from Slack and Discord.

Errors