Commands

Every command Sortr adds to Discord: what each option means, where it works, who may use it and what Sortr replies. Near the end are the buttons inside a ticket, which do the same jobs, /help, which every server has, and Import into Sortr, the one command on Discord's Apps menu.

#Before you start

• /new, /close, /transcript, /add and /remove appear once a panel switches them on under Slash commands. /help is there in every server, for everyone, whatever the panels switch on. Panels themselves are posted from the dashboard, with Send panel: see Panels.
• Who sees a panel command and who can use it are separate. While no panel in the server has roles picked for a command, Discord lists it only for members with the Manage Messages permission, so support staff without that permission do not see it either, though Sortr would let them use it. Once any panel picks roles for it, Discord lists it for every member. Either way, Sortr decides who may use it each time it is run.
• Commands only work in a server, never in DMs. Sortr's replies to them are private: only the person who ran the command sees them.
• Run commands or press Sortr's buttons faster than three in a row, then one every 3 seconds, and Sortr answers "Slow down a little. Try again in 3 seconds."
• Now and then Sortr pauses its calls to Discord for a few minutes, to stay within Discord's limits. Meanwhile every command and button gets only "Sortr is pausing for a few minutes. Try again shortly." A Discord account blocked from Sortr gets "Sortr isn't available to this account. To challenge this, write to team@sortr.xyz." for anything it runs or presses. If the people who run Sortr have blocked the server and Sortr has not managed to leave it yet, every command and button gets "Sortr isn't available to this server." and Sortr tries to leave again.
• On this page, the support team means the server owner, members with the Administrator permission, and members with a support role set to Full access under Who can see it. Roles set to Contributor or Viewer can see tickets but are not on the support team here. In a server that requires 2FA for moderator actions, Administrators other than the owner are on the support team only through such a role. See Servers that require 2FA.

#Who can use the commands

One rule covers /new, /close, /transcript, /add and /remove. Sortr goes by the panel: the panel being opened from for /new, the ticket's own panel for the rest. /add in a channel that is not a ticket has no panel behind it and goes by the channel's own permissions instead: see /add.

• With no roles picked for the command under Slash commands › Who can use it, only the support team can use it.
• With roles picked, only members holding one of them can. The support team no longer can, unless they hold one too.
• The server owner always can, and so can Administrators, with two exceptions. In a server that requires 2FA for moderator actions, only the owner does. And for /new on a panel that hands out a role at or above an Administrator's own highest role, that Administrator goes by the rules above like anyone else: they need a role picked for /new or, with none picked, a support role on Full access.

Anyone else gets one of these replies, with the name of the command they ran:

Who can use a command has the full rule, how to pick the roles, and what to do when a support role does not see a command in Discord's list. The role lists on Ticket buttons do not reach commands.

#/new

Sortr offers only the panels you may use /new for. With one, the ticket opens from it straight away. With several, a menu that only you see asks which panel the ticket should come from, listing them oldest first. Sortr then checks that panel's Limits and rules for the member the ticket is for (blocked roles, support hours, cooldown and ticket limits) and opens the ticket as the panel's button would, with two differences:

• The Questions form is not shown.
• No button or menu option is involved, so an option's Who can use it is not checked and its Give roles and Remove roles are not applied. The panel's own When a ticket opens roles are.

When you open a ticket for someone else, the Ticket opened entry in the event log names you both.

#/close

Closes the ticket straight away, without the confirmation the Close button shows. Everything else is the same as a close by button. Sortr saves the transcript if the panel saves it when the ticket closes, takes the channel away from the owner and anyone added, posts the Ticket closed notice with Reopen, Transcript and Delete, and renames the channel and moves it to your closed category, if you have set one. Bots keep their access. If Sortr's role can no longer see the channel, or lacks Manage Permissions there, Sortr does not close the ticket at all. If Discord refuses Sortr anyway, for example when its role lacks Send Messages there, taking the channel away can fail, and the event log then names who may still be in.

By default the reason reaches the event log and webhooks. The default Ticket closed notice does not show it, so add {reason} to that message under Ticket Messages if you want it there.

#/transcript

Saves a transcript of everything so far and sends it where the panel's Transcripts settings say: your Discord channel and the Sortr site. A save by hand is never sent to the member's DMs. You also get the file in a private reply, "Transcript saved, 184 messages." for example. With every Transcripts switch off, only you get the file.

The command and the Transcript button save at most once per ticket every 2 minutes between them.

#/add

Gives the member or role View Channel, Send Messages and Read Message History in the channel. In a ticket, a member added gets the Member added message, which pings them. A role added gets a plain line naming it, which pings nobody. They lose access when the ticket closes and get it back if it is reopened. Bots keep their access. If Discord refuses Sortr in that channel, taking the channel away at the close can fail, and the event log then names who may still be in; letting them back at a reopen can fail too, for example when Sortr's role lacks Manage Permissions there, and the event log then names who is still locked out.

In a channel that is not a Sortr ticket, such as a Ticket Tool ticket that was not taken over, Sortr posts a plain line naming who was added, pinging only a member. Nothing closes there, so they keep their access until someone takes it away in the channel's permissions. Sortr gives only what both its role and you hold in that channel.

Sortr can only give what its role holds itself in the channel. A member or role added with less than the three gets in all the same, and the event log names what was left out (A member was added with less access, A role was added with less access). If Sortr cannot let them in at all, nobody is added and the log says Could not add a member or Could not add a role.

With both a member and a role, every check runs first, so a refusal adds neither, and the reply has a line for each.

#/remove

Takes out someone who was added to this ticket, such as with /add, and posts the Member removed message. It only removes someone who was added. It cannot take away access someone has through a role, and it leaves alone a member who was shut out of the channel by hand in Discord.

/remove takes a member only, and only inside a ticket: run outside one it replies "Run this inside a ticket channel." To take a role added with /add back out, remove it in the channel's permissions in Discord; Sortr then leaves it out at the close and the reopen. The replies for a closed or busy ticket, a bot and someone who is not in the server are the same as for /add.

#Buttons inside a ticket

Staff and members can do most of this with buttons instead. By default:

You can relabel each button, hide it, or change who may press it under Ticket buttons, with Support team only, Allowed roles and Blocked roles. Those lists are for the buttons only: command roles do not reach buttons. Pressing a button you may not use gets a private reply and leaves the ticket alone:

Working a ticket walks through a ticket from a staff member's side.

#/help

/help is not a panel command. It is not on the Slash commands screen, nothing switches it off, and the Slash commands changed entry in the event log never names it. Only the person who runs it sees the reply, and the reply depends on who asks:

When Sortr's role is missing any of View Channel, Manage Channels, Manage Roles, Send Messages, Embed Links or Read Message History in the server, the reply to the owner and Administrators says what is missing, after the three steps, for example: "Sortr can't open tickets here yet: its role is missing Manage Roles. Give its role those in Server Settings, Roles, or press Re-add Sortr on this server's page in the dashboard."

#Import into Sortr

It is for a Ticket Tool panel that Import from Ticket Tool in the dashboard does not find, such as one far back in a busy channel, or for every panel while Sortr isn't reading message text in the server's channels. Sortr holds the panel for 30 minutes, and it shows up in the next scan. See Switching from Ticket Tool.