Welcome messages and canned responses
Two related tools - the embed that posts when a ticket opens, and the snippets staff can drop in by shortcut. Both let you stop typing the same thing twice.
Welcome messages
Every time a ticket opens, TicketCord can post a welcome embed at the top of the channel and pin it. You configure one per ticket type - so a refund ticket can read differently from a bug report, and modmail can read differently from a web-chat handoff.
Each welcome message gets its own custom embed and an optional row of control buttons (claim, pin, close) that staff can use directly from the pinned message.
Variables you can use
The welcome builder substitutes the following inside any text field:
{{User}}- mention of the requester.{{Username}}- their plain username (no mention).{{UserID}}- their Discord ID.{{TicketNumber}}- the sequential number for this server.{{Subject}}- the subject the customer typed (when a modal was used).{{Server}}- your server name.
Quick replies (welcome menu)
You can attach a select menu to the welcome message so customers can self-serve common answers before staff arrives. Each option has a label, description, value, and a response (up to 2,000 characters). Up to 25 options per menu.
When a customer picks an option, the bot posts the response inline - useful for “link to my latest invoice”, “reset 2FA”, or any answer that’s short enough to live in the welcome step instead of waiting for a human.
Canned responses for staff
Separate from welcome messages, staff get their own library of canned responses to drop into a ticket reply. Each canned response has:
- Name - 1 to 100 characters, what it shows up as in the picker.
- Shortcut - 1 to 20 characters, lowercase. Typed in the dashboard reply box to expand inline.
- Content - 1 to 2,000 characters. Markdown allowed.
- Category - optional grouping label so the picker stays tidy.
Plan limits
Free and Basic plans cap the number of canned responses you can save; Pro and Enterprise are unlimited. Exact caps are listed on the pricing page.
Usage tracking
Every time a canned response is used, its usage counter ticks up. Sort the list by usage to see which ones are pulling weight - and which are candidates to drop or rewrite.