Connect your Discord server to Atlas so support requests from your community become tickets in your Inbox. Customers keep talking to you in Discord, and your team answers from Atlas. Each ticket gets its own private Discord channel, and replies sent from Atlas arrive there.

Related articles:
• How to manage your profile settings: Link your own Discord account so your replies appear under your name.
• How to manage tickets in the inbox: Work Discord tickets alongside your other channels.
• How to set up the SMS channel: Talk to customers by text message.

Key Features

Four ways to create tickets: Automatic channels, manual channels (ticket emoji), forum posts and a support form with a "Create a ticket" button.
Private ticket channels: Every ticket opens a private Discord channel for the customer and your team, deleted automatically after it closes.
Two-way replies: Reply from Atlas with "Send via Discord", or reply in Discord with a linked account and the answer syncs to the ticket.
Customer notifications: Confirm when a ticket is created and when it's closed.
Forum automation: Tag posts when an agent replies, close tickets with a tag and lock solved threads.

How to connect Discord

Requirements:
You are an administrator of the Discord server you want to connect.

Go to "App Configuration > Channels > Discord" and click "Connect to Discord".
Select your server and click "Continue".
Keep all the requested permissions selected and click "Authorize". Discord adds the Atlas bot to your server.
Choose how tickets are created (see "Ticket sources" below):

"Automatic channels": Select the channels where every new message becomes a ticket.
"Manual channels": Select the channels where a ticket is created only when someone reacts to a message with the ticket emoji.

Choose how long closed ticket channels are kept before they're deleted: 24, 48 or 72 hours.
Optionally, turn on the ticket creation and closed ticket notifications and edit their messages.
Optionally, set up a forum and the support form channel.
Click "Save".

How to add Atlas to a private Discord channel

Atlas joins public channels automatically. To create tickets from a private channel, add the Atlas app to it in Discord.

Requirements:
The private channel is selected in "Automatic channels" or "Manual channels" in Atlas.

In Discord, open the private channel and click "Edit Channel".
Open the "Permissions" tab and click "Add members or roles".
Select Atlas and click "Done".
If customers don't have access to the channel yet, click "Add members or roles" again, select them and click "Done".
Close the channel settings. New messages in the channel now become tickets in your Inbox.

Ticket sources

Automatic channelsManual channelsForumSupport form

Every new message in these channels becomes a ticket. Several messages sent by the same person within a few minutes are grouped into one ticket. Atlas posts your creation message under the customer's message, so they know it was received. Use them for busy support channels where no question should be missed.

Setting	What it does
Forum channel	The Discord forum Atlas watches.
"Create ticket on"	Create a ticket for every new post, or only for posts with specific tags.
Auto-close tag	Closes the ticket when this tag is added to the post.
First reply tag	Added to the post when an agent first replies, so the community sees it's handled.
"Lock forum thread"	Locks the thread when the ticket closes.

How Discord tickets work

Private ticket channels: For each ticket, Atlas creates a private channel in a "tickets" category. The customer who opened the ticket and the server administrators are added to it. The original message stays in the channel where it was posted.
Discord limits: Discord allows 50 channels per category and around 500 per server. When the "tickets" category is full, Atlas creates another one with the same permissions. Closed ticket channels are deleted automatically so you don't reach the limit.
Agent names: Replies show the agent's Discord name and avatar for up to 15 agents. Beyond that, replies are sent as the Atlas bot. Everything else keeps working.

Warning:
Don't change the Atlas bot's permissions in Discord. It can stop the integration from working. You can still add moderators and change who sees channels and categories. If the integration stops working, disconnect Discord and connect it again, or contact Atlas support.

How to reply to Discord tickets

Open the ticket in the Inbox. The ticket shows which Discord channel it came from.
Write your reply and click "Send via Discord". It appears in the customer's private ticket channel.

Important:
Agents can also reply directly in Discord. Link your Discord account in "Settings > Profile" with "Connect to Discord" so your replies appear under your name and sync to the ticket. The link only confirms who you are; Atlas can't read or send messages as you.

How to disconnect Discord

Go to "App Configuration > Channels > Discord" .
In the danger zone, click "Disconnect Discord" and confirm.

Warning:
Atlas stops monitoring your server and no new tickets are created from Discord.

How to reset the Discord integration

Use this reset when messages fail to send, tickets don't appear, or Atlas can't create ticket channels. You disconnect Discord, clean up your server, reconnect, and test as a customer.

Requirements:
You are an Admin in Atlas and an administrator of the Discord server.

Disconnect Discord in Atlas

Go to "App Configuration > Channels > Discord" , click "Disconnect Discord" and click "Confirm".

Clean up your Discord server

Right-click the old create ticket channel, click "Edit Channel", then "Delete Channel" and confirm. Atlas creates a new one when you reconnect.
To keep your old tickets, drag their channels out of the "tickets" category so they stand alone. They keep their full message history.
Right-click the empty "tickets" category, click "Delete Category" and confirm.
Remove the old Atlas app: open your server menu, click "Members", open the options of the Atlas bot, click "Kick Atlas" and confirm.

Important:
You must remove the old Atlas app before you reconnect. If you skip it, the new connection can fail.

Reconnect Discord in Atlas

Go to "App Configuration > Channels > Discord" and click "Connect to Discord".
Select the same server, click "Continue", keep all permissions selected and click "Authorize". If Discord asks, check "I am human".
Select your "Automatic channels" or "Manual channels", and set up the notifications, forum and support form as before.
Click "Save".

Important:
After you reconnect, Atlas starts with the default settings. Review your channels, notifications, forum and support form fields before you save.

Give Atlas access to your channels

For each private channel, add the Atlas app as described in "How to add Atlas to a private Discord channel".
To keep replying to your old tickets, add the Atlas app to each old ticket channel the same way: open "Edit Channel > Permissions", click "Add members or roles", select the Atlas app (the one with the APP tag) and click "Done".
Once Atlas creates a new "tickets" category with the next ticket, you can move your old ticket channels back into it.

Important:
Your old ticket channels were created by the previous Atlas app, so the new Atlas bot can't use them until you add it. Until then, replies to those tickets fail.

Test it as a customer

In Discord, switch to an account that isn't an administrator.
Post a message in one of your automatic channels.
In Atlas, open the new conversation in the Inbox. It shows "via Discord" and the channel name.

FAQs & Troubleshooting

Why aren't messages in a private channel becoming tickets?

The Atlas app must be a member of the private channel. Add it in the channel's "Permissions" settings in Discord.

Why didn't a message in a manual channel create a ticket?

In manual channels, someone needs to react to the message with the ticket emoji.

Why do my Discord replies show up without my name in Atlas?

Link your Discord account in "Settings > Profile" with "Connect to Discord".

What happens to the private ticket channel after a ticket closes?

It's deleted after the time you chose (24, 48 or 72 hours). If closed ticket notifications are on, the customer is told before that.

What does "Discord channel creation failed" mean?

Atlas created the ticket but couldn't create its private channel in Discord. You see this internal note in the ticket, and the customer is notified. Until it's fixed, reply to the customer directly in Discord.

This usually happens when the "tickets" categories Atlas created in your server are causing problems. To fix it without losing your ticket history:

In Discord, move the ticket channels out of the Atlas "tickets" categories so they become standalone channels. Their messages are kept.
Delete all the empty "tickets" categories.
Remove the old Atlas app from your server: open "Members", open the options of the Atlas bot and click "Kick Atlas".
In Atlas, go to "App Configuration > Channels > Discord" , disconnect Discord and connect it again. Keep all the requested permissions selected.
Select your ticket source channels again and click "Save".
Create a test ticket in Discord. Atlas creates a new "tickets" category with the private channel.

For the full walkthrough, see "How to reset the Discord integration".

Why do replies to my older Discord tickets fail after reconnecting?

Your old ticket channels were created by the previous Atlas app, so the new Atlas bot doesn't have access to them. Add the Atlas app to each old ticket channel in "Edit Channel > Permissions". See "How to reset the Discord integration" above.

Why does Atlas say a message failed to send to Discord?

Atlas couldn't deliver your reply because the connection with Discord stopped working. You receive an "Action Required – Message failed to send" email, and the reply shows "Failed via Discord" in the ticket. Check "App Configuration > Channels > Discord" and connect Discord again if it's disconnected. Then resend the message from the email.

The Atlas bot is offline in Discord. What should I do?

In Discord, remove the old Atlas app from your server.
In Atlas, go to "App Configuration > Channels > Discord" and connect Discord again, keeping all the requested permissions.
Review your settings, such as channels, notifications and support form fields, and click "Save".

If the bot is still offline, contact support@atlas.so .

Atlas says a ticket was created, but I don't see a ticket channel. Why?

Atlas couldn't create the private channel. Follow the steps in "What does "Discord channel creation failed" mean?" above.

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Table of contents

How to connect the Discord channel

Overview