> ## Documentation Index
> Fetch the complete documentation index at: https://docs.tracklysms.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Discord Support

> Create and manage support tickets through Discord

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?

<CardGroup cols={2}>
  <Card title="Real-Time Responses" icon="bolt">
    Get faster responses than email
  </Card>

  <Card title="Threaded Conversations" icon="comments">
    Each ticket gets its own private thread
  </Card>

  <Card title="Team Visibility" icon="users">
    Your whole team can participate
  </Card>

  <Card title="History Preserved" icon="clock-rotate-left">
    Full conversation history in one place
  </Card>
</CardGroup>

## 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

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
```

## 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 |

<Warning>
  Please reserve `urgent` priority for genuine emergencies. Misuse may affect response times for actual critical issues.
</Warning>

## 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..."
```

<Tip>
  You can also type in the ticket thread directly. The `/support reply` command is useful when you're not in the thread.
</Tip>

### 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:

<Frame>
  ```
  📋 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...
  ```
</Frame>

## Tips for Faster Resolution

<AccordionGroup>
  <Accordion title="Provide specific details">
    Include:

    * What you were trying to do
    * What happened instead
    * Error messages or codes
    * When the issue started
    * Steps to reproduce
  </Accordion>

  <Accordion title="Share relevant IDs">
    Include message IDs, API request examples, or screenshot if helpful.
  </Accordion>

  <Accordion title="Use the right category">
    Billing issues go to billing specialists. API issues go to engineering. Right category = faster routing.
  </Accordion>

  <Accordion title="Respond promptly">
    When support asks for information, respond in the thread. Tickets waiting on customers get lower priority.
  </Accordion>
</AccordionGroup>

## 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:

1. Reply in your ticket thread explaining why
2. Mention `@Support Lead` in your message
3. A senior team member will review

## Next Steps

<CardGroup cols={2}>
  <Card title="Join Discord" icon="discord" href="https://discord.gg/trackly">
    Get started with Discord support
  </Card>

  <Card title="Link Account" icon="link" href="/integrations/discord">
    Connect your Trackly account
  </Card>
</CardGroup>