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Trackly SMS uses Discord as the primary support channel. Create tickets, have conversations with support staff, and track issue resolution—all without leaving Discord.

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Why Discord for Support?

Real-Time Responses

Get faster responses than email

Threaded Conversations

Each ticket gets its own private thread

Team Visibility

Your whole team can participate

History Preserved

Full conversation history in one place

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Creating a Ticket

Use the /support new command to create a ticket: 
/support new subject:"API returning 500 errors" priority:high category:technical

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Parameters

ParameterRequiredOptionsDescription
subjectYes-Brief description (shown in ticket list)
priorityNolow, normal, high, urgentHow urgent is this?
categoryNogeneral, billing, technical, apiType of issue

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What Happens

  1. A ticket is created with a unique number (e.g., #1234)
  2. A private thread is created in your support channel
  3. You’re added to the thread automatically
  4. Support staff are notified in the support queue
Example response: 
Ticket #1234 created. Continue the conversation in #ticket-1234-api-returning-500

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Ticket Priorities

Choose the right priority for your issue:
PriorityUse WhenResponse Time
LowGeneral questions, feature requestsWithin 24 hours
NormalNon-urgent issues, minor bugsWithin 8 hours
HighSignificant issues affecting operationsWithin 2 hours
UrgentService down, critical business impactWithin 30 minutes
Please reserve urgent priority for genuine emergencies. Misuse may affect response times for actual critical issues.

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Ticket Categories

CategoryExamples
GeneralQuestions, feature requests, feedback
BillingInvoice questions, payment issues, plan changes
TechnicalDashboard issues, integrations, configuration
APIAPI errors, integration help, webhook issues

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Managing Your Tickets

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List Your Tickets

View your open tickets: 
/support list
Filter by status: 
/support list status:in_progress

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Reply to a Ticket

Add a reply to an existing ticket: 
/support reply ticket_number:1234 message:"Here's the additional information you requested..."
You can also just type in the ticket thread directly. The /support reply command is useful when you’re not in the thread.

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Close a Ticket

When your issue is resolved: 
/support close ticket_number:1234
The thread will be archived and locked.

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Ticket Statuses

StatusMeaning
OpenTicket created, awaiting first response
In ProgressSupport is actively working on it
Waiting on CustomerSupport needs more information from you
ResolvedIssue has been addressed
ClosedTicket is complete and archived

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Ticket Thread

Each ticket gets a private thread that includes:
  • Initial embed with ticket details
  • Conversation history between you and support
  • Status updates when the ticket progresses
Example thread: 
📋 Support Ticket #1234

Subject: API returning 500 errors
Tenant: Your Company
Created by: @yourname
Priority: High
Category: Technical

Please describe your issue in detail. A support team member will respond shortly.

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@yourname: We're seeing intermittent 500 errors when calling the /v1/messages endpoint.
           Started about 2 hours ago. Affects roughly 10% of requests.

@support: Thanks for reporting. Can you share an example request that failed?
          Also, are you seeing any specific error messages in the response body?

@yourname: Here's a failing request...

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Tips for Faster Resolution

Include:
  • What you were trying to do
  • What happened instead
  • Error messages or codes
  • When the issue started
  • Steps to reproduce
Include message IDs, API request examples, or screenshot if helpful.
Billing issues go to billing specialists. API issues go to engineering. Right category = faster routing.
When support asks for information, respond in the thread. Tickets waiting on customers get lower priority.

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Support Hours

Our support team monitors Discord during these hours:
DayHours (ET)
Monday - Friday9 AM - 9 PM
Saturday10 AM - 6 PM
SundayLimited coverage
Urgent tickets are monitored 24/7 with on-call support.

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Escalation

If you need to escalate an issue:
  1. Reply in your ticket thread explaining why
  2. Mention @Support Lead in your message
  3. A senior team member will review

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Next Steps

Join Discord

Get started with Discord support

Link Account

Connect your Trackly account