Posts one of your server's saved responses in the current ticket, as the bot, with your name underneath. A response set to go by DM goes to the ticket owner's DMs instead.
The bot first applies the server's Command Access rules for /ticket respond and checks that Tickets is enabled ("❌ Tickets is not enabled for this server."). The command only works inside a ticket channel or thread ("No ticket found in this channel."). Only staff may use it: Manage Server or a member of the ticket's staff team. Others see "Only staff can post canned responses." When the panel keeps the ticket actions to the claimer ("Taking a ticket" on 2 Answering), everyone except the claimer, the ticket's owner and server managers sees "Only @<claimer>, who claimed this ticket, or a server manager can do that."
Start typing in the response option and pick from the list. The list shows each response as "<title> (<category>)", filtered by what you type against the title or the category, up to 25 entries. A response that no longer exists in this server answers "That canned response does not exist here."; one with no text answers "That canned response is empty."
Placeholders in the response are filled in for this ticket, such as {member}, {staff.name}, {ticket.number} or {claimer|nobody yet}; the Saved replies page lists them all under "Placeholders you can use". The bot then posts the text, up to 1900 characters, followed by a small line with your display name. The post never pings anyone, even when the text contains mentions.
The as_team option signs the response with your team instead: the small line carries the ticket's team name, or the server's name when the ticket has no team, and {staff} and {staff.name} in the response become that name. Without the option, the server's choice applies: the switch "Start replies as the team" on the dashboard's 2 Answering page (off unless an owner turns it on). The ticket's "Activity log" still shows who posted it.
A response with "Send it to the member by DM instead" on goes to the ticket owner's DMs without your name line, and nothing is posted in the ticket. You are told privately how it went: "Sent to the ticket owner's DMs." when it arrived, otherwise a line starting with "Not sent." that says why, for example that the owner turned ticket DMs off with /ticket dms off.
In a ticket by DM, one the member opened by writing to the bot, the member is not in the channel. There every response is posted in the ticket and also sent to the member by DM, whichever choice the server made under "What staff write in the ticket" (1 Opening, "Tickets by DM"). A response with "Send it to the member by DM instead" on is posted there like any other. The member's copy starts with a line that names you and the server. With as_team it names the team instead of you. A ✅ on the posted response means it arrived. When it did not, the post gets a ⚠️ and you are told why privately, for example "Not delivered: <member> does not accept DMs from this server. They can still read this ticket and its answers on their My tickets page: <link>". The member's /ticket dms off does not stop it. {channel} and {link} come out empty there, because the member cannot open the ticket's channel. The response counts as your team's answer: a first reply is recorded and an open ticket then waits on the member.
Each response that is posted or delivered adds 1 to its usage count on the dashboard's Saved replies page and is recorded in the ticket's "Activity log".
Good to know
- Responses are written, edited and organised on the dashboard's Saved replies page: a title up to 100 characters, a category up to 50 and the text up to 1900.
- The member sees a posted response as a normal message from the bot in their ticket. In a ticket by DM they get it as a DM from the bot.
- In a ticket by DM whose server chose "Stays with staff", this command and a reply from the dashboard are the two ways to answer the member.