Streamline Discord Support With Smarter Workflows

When a normal answer is not enough

Account access, billing questions, private reports and unusual requests need a person and a private space. A public support channel is the wrong place for them, and a generic answer can make the problem worse.

Oncera's ticket workflow gives members a clear next step instead of asking them to find a moderator or open a DM.

How the ticket workflow works

1. 1

   A ticket request appears

   A member asks for a ticket, or Oncera detects a ticket-related request in an eligible channel.

2. 2

   The member confirms

   Oncera asks whether they want to open a ticket instead of creating one without consent.

3. 3

   The member explains the issue

   A short reason is collected so staff have context before they enter the channel.

4. 4

   A private channel is created

   The ticket appears in the category you configured, with permissions for the member, support roles and the bot.

5. 5

   Staff can reply as the bot

   Authorised staff can use `/ticket reply` to relay a message into the selected ticket. `/ticket status` lists open tickets.

What you configure

• Enable the feature and choose a ticket category with `/ticket enable category:#tickets`.
• Set open-ticket limits, cooldowns and optional moderator roles with `/ticket settings`.
• Keep support, human-support and moderator roles configured in the dashboard.
• Use `/ticket status` to review open tickets, and `/ticket reply` for staff relay.
• Choose whether ticket requests are detected without a tag, subject to the workflow's prompt limits.

What Oncera does not do

• It does not replace a full helpdesk or provide a service-level agreement.
• It does not sync tickets to external systems such as Zendesk, Intercom or Jira.
• It does not guarantee a human response time.
• It does not make a private report public or expose ticket contents in a public channel.
• Ticket channels live in Discord; staff manage the channel directly.

Set it up

1. 1

   Create or choose a ticket category

   Use a Discord category that is not visible to everyone. Oncera creates ticket channels inside it.

2. 2

   Enable tickets

   Run `/ticket enable category:#your-category` in Discord. Review the confirmation and permissions.

3. 3

   Configure limits

   Use `/ticket settings` to set open-ticket limits, cooldowns and moderator roles that should see tickets.

4. 4

   Check the support roles

   Make sure the human-support roles Oncera pings are the people who should receive escalations.

5. 5

   Run a test ticket

   Open a ticket as a member, confirm a random member cannot see it, and reply as staff.