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Help Center›Admin Setup (For Admins)›Channels›How to connect the Discord channel
Table of contents
  • Overview
  • Key Features
  • How to connect Discord
  • Ticket sources
  • How Discord tickets work
  • How to reply to Discord tickets
  • How to disconnect Discord
  • FAQs & Troubleshooting
  • Why aren't messages in a private channel becoming tickets?
  • Why didn't a message in a manual channel create a ticket?
  • Why do my Discord replies show up without my name in Atlas?
  • What happens to the private ticket channel after a ticket closes?

    • How to connect the Discord channel

    Last updated October 13, 2026

    Who can use this feature?
    Admins only.

    Overview

    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.

    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.
    1. Go to  "App Configuration > Channels > Discord"  and click "Connect to Discord".
    2. Select your server and click "Continue".
    3. Keep all the requested permissions selected and click "Authorize". Discord adds the Atlas bot to your server.
    4. 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.
    1. Choose how long closed ticket channels are kept before they're deleted: 24, 48 or 72 hours.
    2. Optionally, turn on the ticket creation and closed ticket notifications and edit their messages.
    3. Optionally, set up a forum and the support form channel.
    4. Click "Save".
    Important:
    Atlas joins public channels automatically. To create tickets from a private Discord channel, add the Atlas app to that channel: in Discord, open the channel settings, go to "Permissions", click "Add members or roles" and select Atlas.

    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.

    Messages become tickets only when someone reacts with the ticket emoji. Atlas confirms in the channel and opens the private ticket channel. Use them for channels with a lot of conversation that isn't support.

    SettingWhat it does
    Forum channelThe Discord forum Atlas watches.
    "Create ticket on"Create a ticket for every new post, or only for posts with specific tags.
    Auto-close tagCloses the ticket when this tag is added to the post.
    First reply tagAdded 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.

    The tags come from the forum's own settings in Discord, where you also choose who can add them (for example, only moderators).

    Turn on "Enable support form channel" and click "Save". Atlas creates a read-only channel with a "Create a ticket" button. Add a title and a short description. If the channel is deleted, Atlas creates it again the next time you save the settings.

    In "Support form ticket creation", choose:

    • "Button": Opens a ticket right away.
    • "Form": Asks a few questions first. Turn on form fields and click "Add another option" to add your own questions. Form fields accept text only. The answers appear in the ticket.

    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

    1. Open the ticket in the Inbox. The ticket shows which Discord channel it came from.
    2. 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

    1. Go to  "App Configuration > Channels > Discord" .
    2. In the danger zone, click "Disconnect Discord" and confirm.
    Warning:
    Atlas stops monitoring your server and no new tickets are created from Discord.

    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.

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