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

# Discord actions

> Configure Suppio's Discord ticket automation, escalation alerts, transcripts, and inactivity reminders.

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.

<Note>
  These settings apply to Discord ticket workflows. They do not apply to the web chat widget, support page, or API.
</Note>

If you enable **Ticket closing notifications** under **Customer actions**, turn off **Auto-close tickets** here. The notification setting remains pending until you do. Once active, Suppio marks AI, `/close`, and inactivity resolutions as resolved, sends the signed event to your executor, and leaves the channel for your integration to process.

## What actions can do

<Columns cols={2}>
  <Card icon="pencil" title="Auto-rename tickets">
    Rename a ticket channel when Suppio suggests a clearer title.
  </Card>

  <Card icon="xmark-to-slot" title="Auto-close tickets">
    Close a ticket when Suppio determines it is ready to close and the setting is enabled.
  </Card>

  <Card icon="note" title="Send transcripts">
    Deliver a transcript when a ticket is automatically closed.
  </Card>

  <Card icon="bell-ring" title="Notify staff">
    Alert selected channels and roles when a conversation needs human help.
  </Card>

  <Card icon="file-text" title="Issue summaries">
    Add an AI-generated escalation summary on supported plans.
  </Card>

  <Card icon="timer" title="Inactivity reminders">
    Remind users when a ticket goes quiet and close inactive tickets when enabled.
  </Card>
</Columns>

## 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.

An escalation or support-team handoff can also start a learning review on any plan. When the ticket closes, Suppio can propose clearly new, reusable staff-confirmed knowledge for approval in **Context**. Guidance that overlaps or conflicts with current context is skipped.

## 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}`

## Reminder commands

In a Discord ticket, staff can use:

* `/reminder stop`
* `/reminder resume`

These pause or resume inactivity reminders for the current ticket.

## Transcripts

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

## 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.

## Troubleshooting

<AccordionGroup>
  <Accordion title="Escalation pings do not happen">
    Check the destination-specific escalation notification settings and role pings.
  </Accordion>

  <Accordion title="Tickets do not auto-close">
    Confirm auto-close is enabled, the ticket is in a configured destination, and the conversation reached a close condition.
  </Accordion>

  <Accordion title="Reminders are not sent">
    Confirm inactivity reminders are enabled and the latest message is not from the user waiting for help.
  </Accordion>

  <Accordion title="Transcripts are missing">
    Confirm transcript delivery is enabled and a transcript destination is selected.
  </Accordion>
</AccordionGroup>