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

# Staff Tools

> Commands for staff productivity - notes, tags, transcripts, and quick replies

These commands help staff work efficiently and maintain ticket organization.

## /note

Manage internal staff notes on a ticket. Notes are only visible to staff members.

```
/note add <content>
/note view
/note remove <note_id>
```

### Subcommands

| Subcommand | Description                  |
| ---------- | ---------------------------- |
| `add`      | Add a new note to the ticket |
| `view`     | View all notes on the ticket |
| `remove`   | Remove a specific note       |

**Permission:** Staff only

### Adding Notes

```
/note add content:Customer is a VIP - prioritize response
/note add content:Waiting for billing team confirmation
```

Notes include:

* The staff member who created it
* Timestamp when created
* The note content

### Viewing Notes

```
/note view
```

Displays all notes on the current ticket in chronological order.

### Removing Notes

```
/note remove note_id:1
```

<Info>
  Notes are internal and never visible to the ticket creator or other non-staff users.
</Info>

***

## /tag

Manage tags on the current ticket for organization and filtering.

```
/tag add <tag>
/tag remove <tag>
/tag list
/tag clear
```

### Subcommands

| Subcommand | Description                     |
| ---------- | ------------------------------- |
| `add`      | Add a tag to the ticket         |
| `remove`   | Remove a tag from the ticket    |
| `list`     | List all tags on the ticket     |
| `clear`    | Remove all tags from the ticket |

**Permission:** Staff only

### Adding Tags

```
/tag add tag:billing
/tag add tag:urgent
/tag add tag:needs-followup
```

<Tip>
  Tags help you filter and search tickets in the dashboard. Use consistent naming for best results.
</Tip>

### Viewing Tags

```
/tag list
```

Shows all tags currently on the ticket.

### Removing Tags

```
/tag remove tag:urgent
/tag clear
```

***

## /transcript

Generate a transcript of the ticket conversation.

```
/transcript
```

**Permission:** Ticket creator or staff

**What happens:**

* Creates a formatted record of all messages
* Includes timestamps, usernames, and message content
* Attachments and embeds are referenced
* Transcript is saved according to your settings

### Transcript Formats

Transcripts can be delivered as:

| Format              | Description                                 |
| ------------------- | ------------------------------------------- |
| **Discord Message** | Posted directly in the channel              |
| **Web Page**        | Hosted HTML page with full formatting       |
| **Channel Archive** | Saved to your configured transcript channel |

<Info>
  Configure transcript settings in your dashboard under **Automation** → **Transcripts**.
</Info>

***

## /reply

Send a pre-configured canned response.

```
/reply <response_name>
```

| Option          | Type   | Required | Description                 |
| --------------- | ------ | -------- | --------------------------- |
| `response_name` | Choice | Yes      | Name of the canned response |

**Permission:** Staff only\
**Plan:** Basic or higher

**What happens:**

* Sends the pre-configured response message
* Can include variables like ticket number, user mention
* Saves time on common responses

### Setting Up Replies

1. Go to your dashboard
2. Navigate to **Quick Replies** (or **Canned Responses**)
3. Create responses with names and content
4. Use `/reply` to send them

**Example responses:**

| Name       | Content                                                                         |
| ---------- | ------------------------------------------------------------------------------- |
| `greeting` | "Thanks for contacting support! I'll be with you shortly."                      |
| `resolved` | "Glad we could help! Feel free to open a new ticket if you need anything else." |
| `escalate` | "I'm escalating this to our senior team. You'll hear back within 24 hours."     |

<Tip>
  Use variables in your replies: `{user}` for mention, `{ticket}` for ticket number.
</Tip>

***

## /priority

Set the priority level for a ticket. Adds a visual indicator to the channel name.

```
/priority <level>
```

| Option  | Type   | Required | Description           |
| ------- | ------ | -------- | --------------------- |
| `level` | Choice | Yes      | Priority level to set |

**Choices:**

* `urgent` - Adds red indicator
* `high` - Adds orange indicator
* `medium` - Adds yellow indicator
* `low` - Adds green indicator
* `none` - Removes priority indicator

**Permission:** Staff only\
**Plan:** Requires AI plan (Pro or higher)

**What happens:**

* Channel name gets priority emoji prefix
* Ticket is flagged in the dashboard
* Helps staff identify critical issues

**Example:**

```
/priority level:urgent
```

Channel becomes: `🔴-ticket-0001`

<Warning>
  Channel renaming is rate-limited by Discord. Rapid priority changes may be delayed.
</Warning>

***

## /stats

View ticket statistics for the current server.

```
/stats [period]
```

| Option   | Type   | Required | Description           |
| -------- | ------ | -------- | --------------------- |
| `period` | Choice | No       | Time period for stats |

**Choices:**

* `today` - Today's statistics
* `week` - Last 7 days
* `month` - Last 30 days
* `all` - All-time statistics

**Permission:** Staff only\
**Plan:** Pro or higher

**Statistics include:**

* Total tickets opened/closed
* Average resolution time
* Staff response times
* Ticket volume by category
* Peak hours

**Example:**

```
/stats period:week
```

<Info>
  For detailed analytics, visit the **Analytics** section in your dashboard.
</Info>

<Card title="Administration Commands" icon="arrow-right" href="/commands/admin">
  Learn about setup, embeds, and approvals
</Card>