Discord Support

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

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

Creating a Ticket

Use the /support new command to create a ticket:

/support new subject:"API returning 500 errors" priority:high category:technical

Parameters

Parameter	Required	Options	Description
`subject`	Yes	-	Brief description (shown in ticket list)
`priority`	No	`low`, `normal`, `high`, `urgent`	How urgent is this?
`category`	No	`general`, `billing`, `technical`, `api`	Type of issue

What Happens

A ticket is created with a unique number (e.g., #1234)
A private thread is created in your support channel
You’re added to the thread automatically
Support staff are notified in the support queue

Example response:

Ticket #1234 created. Continue the conversation in #ticket-1234-api-returning-500

Ticket Priorities

Choose the right priority for your issue:

Priority	Use When	Response Time
Low	General questions, feature requests	Within 24 hours
Normal	Non-urgent issues, minor bugs	Within 8 hours
High	Significant issues affecting operations	Within 2 hours
Urgent	Service down, critical business impact	Within 30 minutes

Please reserve urgent priority for genuine emergencies. Misuse may affect response times for actual critical issues.

Ticket Categories

Category	Examples
General	Questions, feature requests, feedback
Billing	Invoice questions, payment issues, plan changes
Technical	Dashboard issues, integrations, configuration
API	API errors, integration help, webhook issues

Managing Your Tickets

List Your Tickets

View your open tickets:

/support list

Filter by status:

/support list status:in_progress

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 type in the ticket thread directly. The /support reply command is useful when you’re not in the thread.

Close a Ticket

When your issue is resolved:

/support close ticket_number:1234

The thread will be archived and locked.

Ticket Statuses

Status	Meaning
Open	Ticket created, awaiting first response
In Progress	Support is actively working on it
Waiting on Customer	Support needs more information from you
Resolved	Issue has been addressed
Closed	Ticket is complete and archived

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
Account: Your Company
Created by: @yourname
Priority: High
Category: Technical

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

---

@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...

Tips for Faster Resolution

Provide specific details

Include:

What you were trying to do
What happened instead
Error messages or codes
When the issue started
Steps to reproduce

Use the right category

Billing issues go to billing specialists. API issues go to engineering. Right category = faster routing.

Respond promptly

When support asks for information, respond in the thread. Tickets waiting on customers get lower priority.

Support Hours

Our support team monitors Discord during these hours:

Day	Hours (ET)
Monday - Friday	9 AM - 9 PM
Saturday	10 AM - 6 PM
Sunday	Limited coverage

Urgent tickets are monitored 24/7 with on-call support.

Chat Escalation

Tickets can be escalated from the AI chat widget in the dashboard. When a chat is escalated:

The full chat transcript is forwarded to a Discord support thread
Agent replies in the Discord thread are forwarded back to the web chat widget in real time
Web-created tickets automatically sync to Discord with thread creation via webhook

Manual Escalation

If you need to escalate an issue:

Reply in your ticket thread explaining why
Mention @Support Lead in your message
A senior team member will review

Next Steps

Join Discord

Get started with Discord support

Link Account

Connect your Trackly account

Getting Started

Guides

Account & Team

Integrations

Resources

Why Discord for Support?

Real-Time Responses

Threaded Conversations

Team Visibility

History Preserved

Creating a Ticket

Parameters

What Happens

Ticket Priorities

Ticket Categories

Managing Your Tickets

List Your Tickets

Reply to a Ticket

Close a Ticket

Ticket Statuses

Ticket Thread

Tips for Faster Resolution

Support Hours

Chat Escalation

Manual Escalation

Next Steps

Join Discord

Link Account

​Why Discord for Support?

Real-Time Responses

Threaded Conversations

Team Visibility

History Preserved

​Creating a Ticket

​Parameters

​What Happens

​Ticket Priorities

​Ticket Categories

​Managing Your Tickets

​List Your Tickets

​Reply to a Ticket

​Close a Ticket

​Ticket Statuses

​Ticket Thread

​Tips for Faster Resolution

​Support Hours

​Chat Escalation

​Manual Escalation

​Next Steps

Join Discord

Link Account

Why Discord for Support?

Creating a Ticket

Parameters

What Happens

Ticket Priorities

Ticket Categories

Managing Your Tickets

List Your Tickets

Reply to a Ticket

Close a Ticket

Ticket Statuses

Ticket Thread

Tips for Faster Resolution

Support Hours

Chat Escalation

Manual Escalation

Next Steps