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Discord bot is not reacting to any commands

  • February 1, 2021
  • 10 replies
  • 0 views
Emil15

Hello,

We installed the bot on our Discord test server, but we cannot make it work.

For some reason, it does not respond to any of the commands we try to run using "/".

ex.: "/support I have an issue" or "/support testticket"

I kicked it, then reinstalled it, but that didn't help at all.

Can someone please let is know what is going on? Why is the bot not reacting to commands we run?

I have admin privileges on both Zendesk and Discord servers.

Please advise.

Regards,

Emil

      10 replies

      David97
      • David97
      • February 2, 2021

      Hi @Emil Pop,

      Thanks for raising this issue!

      Are you able to confirm that there's no other bots in the Discord server that use the "/support" command?

      Have you modified any of the permissions of the bot in Discord?

      I've just re-tested in our production instance and the bot is raising tickets and responding. 

      Thanks,

      David

       

      Emil15
      • Emil15
      • Author
      • February 2, 2021

      Hello @David Gillespie,

      I confirm that there is no other bot using this command.

      The permissions are the same ones set during the integration process, I did not change anything.

      Please see the screenshot -> https://paste.pics/eca23bbaf68806830ad4e893b4d304c4

      It show how we run the command and that the bot is not reacting.

      Please advise.

      Regards,

      Emil

      David97
      • David97
      • February 3, 2021

      Hi Emil,

      Thanks for confirming.

      I'll reach out to you directly for some more details about your account and then get our developers to look into the issue.

      Thanks again for raising this problem.

      Cheers,

      David

      Emil15
      • Emil15
      • Author
      • February 3, 2021

      Thanks @David Gillespie.

      Sure, looking forward to your reply.

      Regards,

      Emil

      Emil15
      • Emil15
      • Author
      • February 4, 2021

      @David Gillespie,

      Did you modify deploy a fix today or yesterday?

      We suddenly see that the bot is reacting to our commands.

      Not sure why all of a sudden it works, can you please advise?

      Regards,

      Emil

      David97
      • David97
      • February 5, 2021

      Hi @Emil Pop,

      Great to hear the bot is reacting to your commands!

      We haven't made any changes on our side but think it might be related to a permissions issue. Has anything changed in your Discord server?

      Thanks,

      David

      Emil15
      • Emil15
      • Author
      • February 5, 2021

      Hi @David Gillespie,

      thanks for replying back.

      No, there were no changes on our end.

      But now that you mention it, what permissions are needed at the discord server level?

      I don't recall seeing them mentioned when I went through the steps to install the bot.

      Regards,

      Emil

      Emil15
      • Emil15
      • Author
      • February 10, 2021

      @David Gillespie,

      The bot "died" again...it's not answering any command:

      -> /support ticket name

      -> /set

      Any ideas in regards to what's going on?

      We want to add it to our main server soon, but our confidence that it will work is getting a serious beating..

      What can we do?

      Regards,

      Emil

      David97
      • David97
      • February 10, 2021

      Hi Emil,

      Let me reach out to you directly for some further investigation. 

      I suspect it may be a failed trigger or target on the Zendesk side.

      Thanks,

      David

      Emil15
      • Emil15
      • Author
      • February 10, 2021

      @David Gillespie,

      Thanks for the update.

      I am available, just let me know.

      Please know that after adding the bot, we did not change any setting on discord or on zendesk side.

      Regards,

      Emil

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