Want your Discord ticket notifications to sound exactly right? You’re in the right place! This guide explains how to fine-tune the messages Jiri sends during a ticket’s lifecycle.
✅ Quick Checklist
Before customizing your notifications:
- ✅ You have configured a ticket system in your Jira Service Management project
- ✅ You have admin permissions in both Jira and Discord
Step 1: Access notification settings
- Navigate to your Jira project.
- Click Project settings (usually under the project name or in the sidebar).
- Under Apps, select Discord.
- Find the specific Ticket Configuration you want to modify and click its Edit button.
- Click on the Ticket Messages tab.
You should now see a list of all the notification types you can customize.
💡 Quick tip: Save your changes after editing each section to avoid losing your work.
Step 2: Understand template controls
For almost every notification type, you’ll find two main controls:
- Enable/Disable Checkbox: A simple checkbox to turn that specific notification ON or OFF. Uncheck it if you don’t need that particular message.
- Template Text Area: This is where you can customize the exact text of the message sent. Use plain text, Discord markdown, and special variables.
Step 3: Customize creation notifications
These notifications trigger when a user first creates a ticket:
- Send Ticket Creation Confirmation (Private Reply in Channel)
- Who sees it? The user who created the ticket.
- Where? As a private (ephemeral) message only they see in the channel where they clicked the button/used the command.
- Purpose: Confirms the ticket was created and tells them where to find the thread.
- Template:
Creation Confirmation (Private Reply)
- Send Reporter Welcome Message (Ticket Thread)
- Who sees it? Everyone in the new ticket thread.
- Where? Posted as the first message in the newly created private thread.
- Purpose: Welcomes the reporter to the thread and sets expectations.
- Template:
Reporter Welcome Message Template (Ticket Thread)
-
Send ‘Team Alert’ Message (Ticket Thread)
- Who sees it? Everyone in the new ticket thread (often mentions a support role).
- Where? Posted in the newly created private thread.
- Purpose: Alerts the support team that a new ticket needs attention. Can mention a specific Discord role if configured in the Request Type settings.
- Template:
Team Alert Message Template (Ticket Thread)
🚨 Heads up: This notification is essential for adding your support team role to the ticket thread. If disabled, support roles won’t be added to tickets automatically.
- Send Direct Message to Reporter (Ticket Creation)
- Who sees it? The user who created the ticket.
- Where? As a Direct Message (DM) to the reporter.
- Purpose: (Optional) Informs the reporter via DM that their ticket is created and links them to the thread.
- Template:
Reporter Direct Message Template
-
Send Direct Message to Support Role (Ticket Creation)
- Who sees it? All members of the Discord role configured for the specific Request Type.
- Where? As a Direct Message (DM) to each role member.
- Purpose: (Optional) Directly notifies specific support members via DM about a new ticket, potentially including a Jira link for quick access.
- Template:
Support Role Direct Message Template
💡 Quick tip: To comply with Discord’s notification limits, only the first 10 members of the support role will receive DMs.
Step 4: Customize update notifications
These notifications keep everyone informed as the ticket progresses:
- Send ‘Ticket Assignment’ Message (Ticket Thread)
- Who sees it? Everyone in the ticket thread.
- Where? Posted in the ticket thread when the Jira issue is assigned.
- Purpose: Informs the reporter and others who has taken ownership of the ticket.
- Template:
Ticket Assignment Message Template (Ticket Thread)
-
Send Direct Message to Assignee (Ticket Assignment)
- Who sees it? The user assigned to the ticket (if their Discord account is linked).
- Where? As a Direct Message (DM) to the assignee.
- Purpose: (Optional) Directly notifies the assignee via DM that they’ve received a new ticket, often providing links.
- Template:
Assignee Direct Message Template
🔑 Heads up: Assignee notifications will only be sent to users who have linked their Discord and Jira accounts. Make sure your team members follow the account linking steps in the user guide.
- Send General Status Change Updates (Ticket Thread)
- Who sees it? Everyone in the ticket thread.
- Where? Posted in the ticket thread for status changes not covered by other specific notifications (e.g., moving from “Open” to “In Progress”).
- Purpose: (Optional) Keeps the thread updated on intermediate status changes. Useful if you don’t enable the more specific notifications below.
- Template:
General Status Change Message Template (Ticket Thread)
Step 5: Customize closure and reopening notifications
These notifications handle the final stages of ticket workflow:
- Send ‘Ticket Closed’ Message (Ticket Thread)
- Who sees it? Everyone in the ticket thread.
- Where? Posted in the ticket thread when the Jira issue enters a final ‘Done’ status (like “Closed”, “Canceled”, or another status that cannot transition to a different ‘Done’ status).
- Purpose: Signals the resolution and closure of the issue within the thread.
- Template:
Ticket Closed Message Template (Ticket Thread)
- Send Direct Message to Reporter (Ticket Closure)
- Who sees it? The user who created the ticket.
- Where? As a Direct Message (DM) to the reporter.
- Purpose: (Optional) Informs the reporter via DM that their ticket is closed and provides a link back to the archived thread.
- Template:
Reporter Direct Message Template
- Send ‘Ticket Reopened’ Message (Ticket Thread)
- Who sees it? Everyone in the ticket thread.
- Where? Posted in the ticket thread when a Jira issue moves from a ‘Done’ status category back to a ‘To Do’ or ‘In Progress’ category.
- Purpose: Informs everyone that the issue is active again.
- Template:
Ticket Reopened Message Template (Ticket Thread)
Step 6: Use template variables
You can make your messages dynamic by using placeholders called template variables. When a message is sent, the bot replaces these variables with the actual ticket information.
Here are the variables you can use:
{{ticket.id}}: The Jira issue key (e.g.,SUPPORT-123).{{ticket.summary}}: The summary (title) of the Jira issue.{{ticket.url}}: The direct URL to the Jira issue. Use[{{ticket.id}}]({{ticket.url}})for a clean Markdown link in DMs!{{reporter}}: Mentions the Discord user who reported the ticket (e.g.,@username).{{assignee}}: Mentions the Discord user assigned to the ticket (e.g.,@username). Shows “Unassigned” if no one is assigned or the user isn’t linked.{{jira.status}}: The current status name of the Jira issue (e.g., “In Progress”, “Done”).{{team.roleMention}}: Mentions the support team role (e.g.,@Support Team) configured for the request type.<#{{discord.threadId}}>: Creates a clickable link to the specific Discord ticket thread.
Example:
Hey {{reporter}}, ticket [{{ticket.id}}]({{ticket.url}}) is now {{jira.status}}. {{assignee}} is on the case!
Troubleshooting
🤔 Messages not showing in Discord? Check that you’ve enabled the notifications in the Ticket Messages tab.
🤔 Variables not working? Ensure you’ve typed them exactly as shown, including the double curly braces.
🤔 Discord mentions not working? Verify the user has linked their Discord account to Jira.
Tips for Awesome Notifications
- Keep it Concise: Especially for messages in the thread, shorter is often better.
- Know Your Audience: Use Jira links (``) mainly in DMs to internal team members (Assignee, Support Role). Avoid them in thread messages or reporter DMs if you want to keep the Jira backend hidden.
- Use Thread Links: Use
<#>generously in DMs to guide users back to the conversation. - Leverage Defaults: The default templates are a good starting point! Feel free to adjust them to match your team’s tone.
- Test: After making changes, create or update a test ticket to see your new messages in action!
Related Configuration
- Looking to customize ticket flow? Check out the Configure Ticket Flow guide to set up automatic thread closure and more.
- Want to create a ticket panel? See the Configure Ticket Panel guide to set up a beautiful panel with buttons.
- Need to adjust ticket fields? Visit the Configure Ticket Types and Fields guide.
Need more help or have ideas? Join our Discord for Jira Community Server!
