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Ticket support

Turn a Discord request into a Notion ticket and a private discussion.

A ticket is a row in your Notion Tickets database. Open it as a page to see the request, files and comments.

01
Collect a request

A title, ticket type and screenshot

Support requestCannot sign in⌁ sign-in-error.png
02
Discuss it

One ticket, one private thread

“I’ll take a look.”Your team + the requester
03
Resolve it

Finish the work, or reopen later

✓ DoneClose the linked thread

1. Create a home for your tickets

Start with a small Notion database called Tickets. Each row will be one request.

Real Notion ticket table with a Name column and colored Status values
A real Notion database, from Notion's IT Issue Tracker. Your table can be simpler.

Make a new database

  1. Create a new Notion page.
  2. Under Get started with, choose ••• → Table.
  3. Name it Tickets. Use a database, not a simple table block.
Notion's illustrated database walkthrough →

Set up these four columns

Notion calls columns properties. Keep the existing title column, then use Add property or the + beside the columns.

ColumnProperty typeWhat goes here
NameTitle (already exists)Cannot sign in
DescriptionTextSign-in returns an error
TypeSelectSupport request, Bug report, Feature idea
StatusSelectOpen or Done

In Type → Edit property, add the three choices: Support request, Bug report and Feature idea.

In Status → Edit property, add Open and Done. If your template already uses a Status property, keep it and use those choices instead.

Prefer a template?

Start from Notion's IT Issue Tracker, or browse free ticketing templates. In your copy, use the columns and choices above.

Give NotiCord access

  1. Open Tickets in Notion.
  2. Choose ••• → Connections (or Add connections).
  3. Select NotiCord for Discord. Allow up to one minute for Tickets to appear in NotiCord.

2. Create your request form

  1. In NotiCord, open Discord → Commands → New create command.
  2. Name it Support request. Set its slash command to support-request, so people can type /support-request.
  3. Choose your Notion workspace, then Selected database → Tickets.
Command destination set to Selected database with Tickets selected
Use Selected database to send every request to Tickets.

Choose the three form fields

  1. Keep Name, the required ticket title.
  2. From Available fields, add Description and Attachments, if missing.
  3. Mark Description Required. Leave Attachments optional.
  4. Remove other fields from In the modal. Type and Status will be set automatically below. Your team manages Assignee in Notion.
Command configuration with Name, Description and Attachments selected; Name and Description required
Three fields collect the request and supporting files.

Attachments accepts up to five files, such as screenshots. They appear inside the created ticket, not in a database column.

Set the ticket type automatically

  1. Under Set fixed values, choose Add fixed value.
  2. Set Type → Support request.
  3. Add another fixed value: Status → Open.
Support request command fixes Type to Support request and Status to Open
These values are applied automatically. They are not shown in the request form.

Create the private discussion

  • Under More options, enable Create a private thread.
  • Choose your support channel under Thread channel.
  • Add support people or roles under Automatically add to thread.
Private thread enabled, with its support channel and automatic invitation settings
Choose where the private discussion starts and who joins it.

The requester joins automatically. Select Create command to make the form available in Discord.

Roles add only people who are Members in your NotiCord subscription. Add your support team there first.

The bot needs private-thread permissions. Discord moderators with relevant permissions can also see these threads.

3. Give each ticket type its own button

Create two more commands with the same database, three form fields and private-thread settings. Change the name, slash command and fixed Type:

Command and buttonSlash commandFixed Type
🛟 Support request/support-requestSupport request
🐞 Bug report/bug-reportBug report
💡 Feature idea/feature-ideaFeature idea

Keep Status fixed to Open in all three commands. This setup uses three create-command slots.

  1. Create a panel called Get help.
  2. Add the three buttons above. Point each button to its matching command.
  3. Choose your help channel and select Save & publish.
NotiCord panel preview with Support request, Bug report and Feature idea buttons
Each button opens its own form and sets the matching ticket type.

Each command can have different questions or support teams.

4. Open your first ticket

Click Support request in Discord. Describe the problem and optionally upload a screenshot. Type is already set by the command.

Support request modal preview includes Name, Description and optional Attachments
The command editor's preview shows the three-field form.

Try a realistic request

  • Name: Cannot sign in
  • Description: I see an error when I sign in.
  • Attachments: sign-in-error.png (optional)

Check the result

  • In Notion: a new row appears in Tickets. Open it to see the request, screenshot and read-only discussion embed.
  • In Discord: a private thread contains the requester and your configured support team.
  • Start working: reply in the private thread. The ticket starts with Status Open.

The ticket and thread are linked automatically.

5. Reply from the place you work

Your team can reply directly in Discord. Forward Notion comments into the same ticket discussion with an Automation.

  1. Create an Automation named Forward ticket replies.
  2. When: Comment is added in Tickets.
  3. Action: Send Discord message → Thread linked to this page.
  4. Use Insert variable to add Comment author, Comment text and Notion page URL.
Send Discord message action uses the linked ticket thread and comment variables
A reply goes to the thread belonging to that ticket.

Integration-authored comments are skipped. Long replies include a shortened version and ticket link. Later edits, deletions and reply attachments are not mirrored.

Prefer a ready-made reply card?

Use a real-time notification rule instead: watch Comment is added in Tickets and send to Thread linked to each page. Choose one forwarding method to avoid duplicates.

Notification rule routes updates to each page's linked Discord thread

Keep Discord replies in Notion too

Discord thread
# Cannot sign in · private thread
Morgan

I can reproduce this. I’m checking the sign-in error.

Notion ticket
Cannot sign in · comments
Morgan wrote:

I can reproduce this. I’m checking the sign-in error.

↗ Original Discord message
Example with author, message text and message URL inserted. NotiCord posts the comment on the matching ticket.
  1. When: Message is posted in the support channel. Enable Only linked threads.
  2. Action: Add comment → Page linked to this thread.
  3. Insert Discord author, message text and message URL.

Your Notion connection needs Insert comments access. Comments appear under NotiCord, so include the author’s name. Bots and webhooks are skipped; copied comments do not echo back to Discord.

6. Resolve a ticket, or reopen it

Let Notion Status control the discussion: Done closes and locks the thread; Open reopens it.

Create the Resolve ticket Automation

  1. In NotiCord, create an Automation named Resolve ticket and choose your Notion workspace.
  2. For When, choose Database property changes. Select Tickets and choose Status under Properties.
  3. Under Additional conditions, add Status is Done.
  4. Add Change thread state. Choose Thread linked to this page and set Change to → Close and lock.
Resolve ticket Automation watches Status changes in Tickets, requires Status Done, then closes and locks the linked thread
One complete rule: when Status changes, only if it is Done, close and lock this ticket's thread.

Create the Reopen ticket Automation

Use the same setup in a second Automation named Reopen ticket. Change the condition to Status is Open and Change to → Reopen.

Now send your final reply and set Status to Done. Need more discussion later? Set it back to Open. NotiCord handles the thread changes.

7. Bring in the assigned teammate

Assign a ticket in Notion and invite that teammate into its private discussion.

  1. Add an Assignee property of type Person in Tickets.
  2. In Members, link each teammate's Notion identity to their Discord account.
  3. Create an Automation with Database property changes in Tickets, watching Assignee.
  4. Add Give access to a channel or thread → Thread linked to this page.
  5. For People, choose People in a Notion property → Tickets → Assignee.
Give access action targets the linked thread and reads people from Tickets Assignee
Assign a teammate in Notion; this action invites their linked Discord account.

Reassigning the ticket adds the new teammate. Previous assignees keep access.

See your setup at a glance

The commands set each ticket typeSaved Support request, Bug report and Feature idea commands create tickets and private Discord discussions
Three forms, one Tickets database.
The panel makes them easy to findGet help panel with the three matching request buttons
Each button opens its matching command.
Automations handle replies and StatusSaved Automations named Reopen ticket, Resolve ticket and Forward ticket replies, showing each condition and ordered actions
The reply, resolution and reopening rules from this guide. Select any screenshot to inspect it full-size.

These are the three core Automations. Add the assignee and Discord-to-Notion rules if you use those steps. Waiting for first run means no matching event has arrived yet.

Check your workflow

  • Open two tickets. Check that each forwarded reply reaches its own thread.
  • Try Done → Open if you configured Status rules.

Linked sends and invitations need an open, unlocked thread.

Command setup · Automation setup and limits · Notion access help

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