Discord Threads & Limits
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Most people will have come across public threads, but private threads aren't as easy to spot because they are private.
Private threads enable users to temporarily create a private line of communication between one or more users without needing to DM (direct message) or set up a new dedicated channel.
Discord has a 500 channel per server and 50 channel per category limit. Busy servers, using other ticket tools in Discord will quickly reach this limit and the users will no longer be able to open new support tickets. Private threads on the other hand have a 1000 active thread limit making it much more scalable. Even when the 1,000 limit is reached, threads can be archived and will still be accessible, whereas channels need to be deleted.
More Organized - Private threads can keep a server organized and avoid multiple redundant channels. Threads can be set to auto-archive after a certain period of time to keep things tidy.
Searchable - users can search private threads later. The message history will no longer be searchable if a separate channel is set up and then deleted; this isn't the case with private threads, which are easily searchable later.
While threads have much higher limits than channels, some limitations still apply:
Each server can have 1,000 active threads.
By default, threads archive after 7 days* of inactivity and will be visible in the "archived threads" section of your ticket channel. Archived threads do not count towards your active limit.
After a thread has been archived, users will still be able to search for it and read the contents via the thread archive (image below). Users can only view their own threads, while admins can view all threads via the archive, if using standard Discord settings. Users will also receive a transcript after a ticket is closed.
*If your server is less busy and is not close to reaching the thread limit, Discord may archive threads after more than 7 days.
To avoid hitting thread limits Mava additionally does the following for all clients:
After a user has left a CSAT rating and we can thus be sure they saw your response, the thread automatically archives.
If you expect to receive more than 1,000 tickets within a 7-day period, please reach out to us. We can enable an additional setting that automatically archives any resolved ticket after 6 hours. Keep in mind that while we send transcripts to users and tag users in each answer, they might miss the answer to their ticket if they have their DMs and notifications turned off and don't return to the server promptly. This is because they may be unaware of the archived threads section. Therefore, we only recommend using this setting if it is necessary for your needs.
