Modules

Transcripts

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Every closed ticket keeps its full conversation on a transcript page. Decide who may open it, what it shows, whether participants can rate, and how the link is delivered on close.

A transcript is the saved conversation of a ticket — every message between your member and your team, kept by Clarify even after the Discord thread is archived. When a ticket closes, the closing card carries a Transcript button that opens the conversation on its own page at transcripts.clarify.bot.

The Transcripts module decides everything around that page: who may open the link, what the transcript shows, whether participants can rate the ticket, and where the link is delivered when the ticket closes.

Transcripts is a module. Turn it on and configure it from Modules → Transcripts; activating it costs one feature token. New to modules? See the modules overview.

How it works

A ticket closes

From the Close button, /close, or Close… in the dashboard. Clarify posts the closing card — your Ticket Closure Message blueprint — with Reopen and Transcript buttons.

The card reaches both sides

It is always posted into your team's forum thread (which is then archived). The customer's copy follows the delivery setting below, and a log channel can receive the link too.

The transcript page

The Transcript button opens the conversation at transcripts.clarify.bot. The page checks the module's access level first: a public transcript opens right away, a private one asks the visitor to sign in with Discord and then verifies that they may see this ticket. Anyone with access can download the transcript as a self-contained HTML file.

Transcripts are not a separate copy — they are the ticket itself, as Clarify stores it. The same conversation is what your team sees on a ticket's page in the dashboard.

Who can open a transcript?

accessLevel

radio

Who may open a transcript link. Default: Participants.

Anyone with the link — no login. Treat the link like a shared document: whoever has it can read the conversation.
Participants — Discord login required. The members who took part in the ticket, plus your team: everyone who replied in it, your support roles and your server's administrators.
Team only — Discord login required. Only your team (contributors, support roles, administrators). Members who took part are turned away with a note that the transcript is team-only.

anonymise

toggle

Replace identities on the transcript page: members appear as User #1, User #2…, your team as Staff, all with a neutral avatar. Default: off. Useful when you share transcripts more widely — the anonymisation happens on the server, so the real names never reach the visitor's browser.

Want to hide only your team's identities while members keep theirs? That is the Anonymous Mode switch in General settings. It applies to the transcript page as well, independent of this module's setting.

What does the transcript include?

includeAttachments

toggle

Show the images and files members and your team attached. Default: on. Off strips every attachment from the transcript page and the download.

includeBotMessages

toggle

Show Clarify's own messages — opening and closing cards, lookup results, payment cards, notices. Default: on. Off keeps only what members and your team wrote.

Collect feedback?

ratingRequestOnClose

toggle

Add a Feedback button to the closing card so the customer can rate the ticket right there in Discord. Default: off. This is the simple version: a five-star scale with an optional comment. If the Feedback module is active, it takes over and this setting has no effect.

ratingsEnabled

toggle

Show a Rate the support card on the transcript page. Default: on. Only the ticket's participants see it, and a ticket can be rated once — whether here, in Discord or through the Feedback module. Your team and public visitors never see the card.

Where does the transcript go?

dmTranscriptOnClose

toggle

Send the customer the closing card — with the Transcript, Reopen and Feedback buttons — in their DMs when the ticket closes. Default: on. Turn it off and customers whose ticket lives in a DM get no closing card. Tickets that live in a private thread or channel always receive the card there, because that is where the customer is.

logChannelId

text

Post a note into a Discord channel every time a ticket closes — "Ticket closed — " with a link to the transcript. Optional. Paste the channel's ID (a 17–20 digit number); leave it blank for no log. The bot needs permission to send messages there.

To copy a channel ID, enable Developer Mode first: User Settings → Advanced → Developer Mode. Then right-click the channel → Copy Channel ID.

Frequently asked

For the full picture of what Clarify stores, see Data and retention.

Modules overview

What modules are, how feature tokens work, and the setup pattern shared by every one of them.

Feedback

Ask customers to rate their support right in Discord after a ticket closes — stars, thumbs or emoji, with or without a comment — and see the results on your dashboard.