Platform features

Discord integration

Manage support tickets directly from your Discord server.

Features

Automatic ticket creation from Discord
Real-time notifications for support staff
Ticket categorization and priority
Automatic ticket closing after 24h
Conversation history archiving
Staff on-call rotation system

Set up the bot

1
Invite the bot to your Discord server
Navigate to Dashboard → Discord servers → Add bot.
Go to Discord servers
2
Link your application to the server
After adding the bot, link your Vaultix application(s) to the Discord server.
3
Configure the support channel
In Discord server settings, set the support channel where users can create tickets.
4
Link Discord accounts (staff)
Team members should link their Discord accounts in User settings for notifications.
Go to settings

How support tickets work

1
User creates a ticket
User clicks the Create Support Ticket button in the support channel.
2
Bot creates a private thread
Bot creates a private thread and asks the user to authenticate.
3
User authenticates
User gets a link to provide an auth key or username/password to verify identity and product access.
4
Staff gets notified
On-call staff members with Discord linked receive DM notifications.
5
Staff responds
Staff can reply in the Discord thread or manage subscriptions via the support dashboard.
6
Auto-close after 24h
If marked as “resolved”, the thread closes automatically after 24 hours.

On-call system

Staff members can toggle their on-call status to control when they receive new ticket notifications.

Go to App → Support tickets page.
Toggle On call status in the header.

New tickets go to on-call staff who handle the ticket’s product. The bot adds them to the ticket channel and pings them. A ticket that arrives while nobody is on call waits, and goes to the next person who goes on call (tickets up to 14 days old).

Click the app name at the top of the sidebar to see which products you handle.

Vaultix · Features · Pricing · Documentation · Changelog · llms.txt