Discord Integration

The Discord integration lets users create tickets with slash commands and keeps Discord ticket threads synchronized with Helpdesk comments.

Developer Portal Setup

1. Create an application in the Discord Developer Portal.
2. Add a bot to the application and copy the bot token.
3. Under Bot > Privileged Gateway Intents, enable Message Content Intent.
4. Invite the bot to your server with the bot and applications.commands scopes.
5. Enable Discord developer mode.
6. Copy the server ID and the ticket channel ID.

Bot Permissions

Grant the bot these permissions in the ticket channel:

• View Channel
• Send Messages
• Read Message History
• Create Public Threads
• Send Messages in Threads
• Use Slash Commands

If slash commands do not appear, verify the invite included applications.commands and restart the worker so commands are registered again.

Helpdesk Configuration

Administrators can save Discord settings in Admin Settings > Discord Settings.

The equivalent environment variables are:

DISCORD_BOT_TOKEN
DISCORD_GUILD_ID
DISCORD_CHANNEL_ID

For Helm deployments, keep the token in a Kubernetes Secret and put non-secret IDs in env:

env:
  DISCORD_GUILD_ID: "123456789012345678"
  DISCORD_CHANNEL_ID: "123456789012345678"

secrets:
  enabled: true
  data:
    DISCORD_BOT_TOKEN: "replace-with-the-bot-token"

Saved UI settings override non-empty worker environment variables. Restart the worker after changing Discord settings because the gateway connection and slash command registration happen at worker startup.

Slash Commands

• /create-ticket: opens a modal, creates a Helpdesk ticket, and creates a public Discord thread in the configured ticket channel.
• /link-email: starts email verification so a Discord user can be linked to a Helpdesk requester.
• /verify-email: completes the requester link after the user receives the verification code.

Email linking requires SMTP Host and From Address in Admin > Mail Settings, or SMTP_HOST and SMTP_FROM in the worker environment. Redis is required to queue verification emails.

Synchronization Behavior

• Replies in mapped Discord ticket threads are added to the Helpdesk ticket.
• Comments added in the internal Helpdesk UI are posted to the mapped Discord thread.
• Message content sync requires Message Content Intent in the Discord Developer Portal.

Troubleshooting

• Slash commands missing: check guild ID, invite scopes, and worker logs.
• Ticket creation fails: check channel ID and thread permissions.
• Replies do not sync: check Message Content Intent and worker gateway logs.
• Email link commands fail: check SMTP settings and Redis connectivity.