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Discord actions control what Suppio can do inside configured Discord ticket channels. Use this page when your Discord deployment should rename tickets, close resolved tickets, send transcripts, notify staff, or handle inactive conversations.
These settings apply to Discord ticket workflows. They do not apply to the web chat widget, hosted support page, or API.

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What actions can do

Auto-rename tickets

Rename a ticket channel when Suppio suggests a clearer title.

Auto-close tickets

Close a ticket when Suppio determines it is ready to close and the setting is enabled.

Send transcripts

Deliver a transcript when a ticket is automatically closed.

Notify staff

Alert selected channels and roles when a conversation needs human help.

Issue summaries

Add an AI-generated escalation summary on supported plans.

Inactivity reminders

Remind users when a ticket goes quiet and close inactive tickets when enabled.

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Escalation notifications

For each watched destination, you can configure:
  • whether escalation notifications are enabled
  • where the notification should be sent
  • which roles should be pinged
Suppio escalates when the user asks for a human or when the agent cannot confidently continue.

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Inactivity reminders

Inactivity reminders can send a follow-up when a ticket goes quiet. If there is still no response after the configured close delay, Suppio can auto-close the ticket. Reminders are not sent when the latest message is from the user who needs support. They are intended for cases where Suppio or staff are waiting on the user. The reminder template can include:
  • {user}
  • {no_response_hours}
  • {close_timer}

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Reminder commands

In a Discord ticket, staff can use:
  • /reminder stop
  • /reminder resume
These pause or resume inactivity reminders for the current ticket.

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Transcripts

When transcript delivery is enabled, Suppio sends transcripts to the configured transcript destination when auto-close runs.

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Limits and plan notes

  • AI issue summaries use Suppio credits.
  • Inactivity follow-ups are paid-plan features.
  • Action behavior depends on the configured ticket destinations and Discord permissions.
  • Suppio only manages Discord tickets it is configured to watch.

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Troubleshooting

Check the destination-specific escalation notification settings and role pings.
Confirm auto-close is enabled, the ticket is in a configured destination, and the conversation reached a close condition.
Confirm inactivity reminders are enabled and the latest message is not from the user waiting for help.
Confirm transcript delivery is enabled and a transcript destination is selected.