TicketBot Docs

Ticket Settings ​

Notifications ​

Mention ticket owner on reply Premium ​

When enabled, TicketBot will automatically notify the ticket creator whenever a staff member replies to their ticket. This is done through a "silent mention" - the bot sends a mention message to ping the user, then immediately deletes it. This ensures the ticket creator receives a notification without cluttering the ticket channel with extra messages.

How it works:

  • Staff member sends a message in the ticket
  • Bot instantly mentions the ticket owner (sending them a notification)
  • The mention message is deleted within milliseconds
  • User receives a Discord notification but sees a clean ticket channel

This feature helps ensure ticket creators are promptly notified when staff respond, improving response times and user satisfaction.

Mention ticket claimee on reply Premium ​

When a ticket has been claimed by a staff member, this setting ensures they're notified whenever the ticket creator replies. The bot uses a "silent mention" technique - sending a mention to ping the claimed staff member, then immediately deleting the message to keep the channel clean.

How it works:

  • A staff member claims a ticket (taking ownership/responsibility)
  • The ticket creator sends a new message
  • Bot instantly mentions the staff member who claimed the ticket
  • The mention message is deleted within milliseconds
  • Staff member receives a Discord notification without channel clutter

This feature is essential for claimed ticket workflows, ensuring the assigned staff member stays informed of user responses and can provide timely follow-up support. It prevents tickets from being missed when responsibility has been delegated to a specific team member.