Discord Notifications
Overview
The Discord integration lets your team receive helpdesk notifications directly in Discord channels. Stay informed about new tickets, replies, assignments, and mentions without leaving Discord, and change a ticket's status straight from the channel.
Connecting Discord
To connect Discord, go to Settings > Integrations and click Connect Discord. You will be redirected to Discord's authorization page, where you add the There There bot to one of your servers and grant it permission to post messages. Once authorized, you will be redirected back and the integration is active.
Only workspace owners and admins can connect or disconnect the Discord integration.
Notification types
Once connected, you can configure notification destinations in two places:
- Settings > Notifications for personal alerts. Supports all five notification types listed below.
- Settings > Workspace Notifications for team-wide alerts. Supports only Ticket opened and New reply on any ticket, since the other three are inherently personal.
The following notifications are available:
- Ticket opened: Sent when a new ticket is received or an existing ticket is reopened, showing the subject, sender name, and email.
- New reply on any ticket: Sent when a contact replies to any ticket, including a preview of the message.
- Ticket assigned to me: Sent when a ticket is assigned to you, showing who made the assignment.
- Mentioned in a private note: Sent when someone @mentions you in an internal note on a ticket.
- New reply or private note on a ticket I'm assigned to: Sent when a contact replies, or a teammate leaves a private note, on a ticket you are assigned to.
Each notification is posted as a rich card with a View Ticket button that links directly to the ticket in There There, plus a Change status dropdown so you can update the ticket without leaving Discord. When a ticket changes (status, assignee, or a new reply), the card updates in place to reflect the latest state.
Configuration options
You can set up multiple notification destinations, each targeting a different Discord channel. For example, you might send all new ticket alerts to a #support-tickets channel while sending assignment notifications to a #support-team channel.
To add a destination, choose Discord as the channel type, select which Discord channel to post to, and pick the notification events you want to receive. If a channel does not appear in the list, make sure the There There bot has been added to your server and can access that channel.
Disconnecting Discord integration
To disconnect, go to Settings > Integrations and click Disconnect on the Discord card. This removes all Discord notification destinations. Your notification history is preserved, but no further messages will be sent to Discord. The bot is not removed from your Discord server automatically; you can remove it from your server's settings if you no longer need it.