# Chat command reference

> Every By Dawn command, shortcut, mention, reaction and button in Slack, Discord and Microsoft Teams, who can use each one, and what By Dawn answers.

This page lists everything you can do with By Dawn from chat, platform by platform. It says who can use each command and
what By Dawn answers. By Dawn answers privately (only you see it) unless the table says otherwise.

In the **Who** column:

- **Linked** means a member who [linked their chat account](https://docs.bydawn.com/chat-accounts/). They act as themselves, within
  their role and the scopes they chose.
- **Bound** means anyone in a [bound channel](https://docs.bydawn.com/chat-channels/) whose intake isn't **Off**. That includes people
  without a By Dawn account, guests, and people from another organisation. What they file is a request.

## The create form

`/saw`, the **Create SAW ticket** shortcuts and the Discord and Teams equivalents all open the same form:

- **Project**: fixed in a bound channel. In a channel that isn't bound, a linked member picks one of their projects.
- **Template**: Blank, Bug report, Feature request, Task or Question. A template sets the priority and asks its own
  fields (see [Request templates](https://docs.bydawn.com/chat-channels/#request-templates)).
- **Title**: required, up to 200 characters.
- The template's fields, then **Description** (**Anything else** when the template has fields).
- **Priority**: Urgent, High, Medium, Low or No priority.
- **Files** (Slack): any you add, on top of the message's own.

The ticket links back to the message it came from, and the message's thread is synced with the ticket. By Dawn confirms in
the thread with the new ticket's identifier and **Open in SAW**.

## Slack

### Commands

| Command | Who | What it does |
|---|---|---|
| `/saw`, `/saw new <title>`, `/saw create <title>` or `/saw <title>` | Linked or bound | Opens the create form, with the title filled in if you gave one. |
| `/saw link` | Anyone | Sends **Link my account**, a one-time link that expires after 10 minutes. |
| `/saw requests` or `/saw mine` | Anyone | Lists the newest 10 requests you filed in this workspace that are still open. |
| `/saw help` or `/saw ?` | Anyone | Lists these commands, and says whether your account is linked. |

### Shortcuts

| Shortcut | Where | Who | What it does |
|---|---|---|---|
| **Create SAW ticket** | a message's ⋯ menu | Linked or bound | Opens the create form, filled in from the message, with its files attached. |
| **Create SAW ticket** | the shortcuts menu (**+** or ⚡ in the composer) | Linked or bound | Opens an empty create form. |
| **Link to SAW ticket** | a message's ⋯ menu | Linked, with the **Tickets** scope | Asks for a ticket (`SAW-123` or its link) and syncs the thread with it. By Dawn announces the link in the thread. |

### Mentions, reactions and messages

| Do this | Who | What happens |
|---|---|---|
| `@SAW <what you need>` | Linked or bound | Files a request in the bound project. In a channel that isn't bound, a linked member gets a **Create ticket** button that opens the form. |
| React with 🎫 (`:ticket:`) | Linked or bound | Files the message as a request. |
| Post a new message in a channel set to **Every message** | Bound | Files it as a request. Thread replies, edits and bot posts don't count, and an @SAW there files nothing more. |
| Reply in a synced thread | Anyone | Adds the reply to the ticket as a comment (see [Synced threads](https://docs.bydawn.com/chat-channels/#synced-threads)). |
| Paste a By Dawn ticket link | Anyone | Shows a preview, only in a channel bound to the ticket's project. |

With [AI intake](https://docs.bydawn.com/chat/#what-by-dawn-reads-and-keeps) on, @SAW and 🎫 draft the title, description and priority
from the conversation. They also group several messages sent in a row into one ticket.

### Buttons

| Button | Where | Who | What it does |
|---|---|---|---|
| **Close request** | a request's card in its thread | the person who asked | Asks for an optional reason, closes the request, and posts the reason on the ticket. |
| **Complete your request** | By Dawn's reply when a request is missing required fields | the person who asked | Opens a form for the missing fields. The answers are added as a comment from them. |
| **Start worker** | a ticket preview, the App Home | Linked, with **Workers** | Starts a worker on the ticket. |
| **Comment** | a ticket preview, the App Home | Linked, with **Tickets** | Opens a form and adds your comment. |
| **Assign to me**, **Assign…** | a ticket preview | Linked, with **Tickets** | Assigns the ticket. For **Assign…**, the person you pick must have linked their Slack account. |
| **Change status…** | a ticket preview, the App Home | Linked, with **Tickets** | Moves the ticket to another column. |
| **Open in SAW** | every card | Anyone | Opens the ticket in By Dawn. |
| **Refresh** | the App Home | Linked | Reloads your tickets. |

After an action, By Dawn redraws the preview so everyone in the channel sees the change. People from another workspace in
Slack Connect see previews but can't use the buttons.

## Discord

`/saw` works in servers only, not in DMs with the bot.

| Command | Who | What it does |
|---|---|---|
| `/saw create [title]` | Linked or bound | Opens the create form, with the title filled in if you gave one (up to 200 characters). |
| `/saw search <query>` | Linked | Searches tickets in the bound project, or across your projects in a channel that isn't bound. |
| `/saw subscribe` | Linked project admin, in a bound channel | Lists the channel's subscriptions. **Add a subscription** picks one event and an optional priority. **Remove** asks first. |
| `/saw link` | Anyone | Sends **Link my account**, a one-time link that expires after 10 minutes. |
| `/saw help` | Anyone | Lists these commands, and says whether your account is linked. |
| **Create SAW ticket**, from a message's **Apps** menu | Linked or bound | Opens the create form, filled in from the message, with its files. |

In a channel that isn't bound, the form needs your projects. If By Dawn hasn't loaded them yet, it answers **Your SAW
projects are loaded** with a **Create ticket** button that opens the form.

A button that changes something asks **Are you sure?** privately before it acts, because Discord has no confirm dialog
of its own.

## Microsoft Teams

| Do this | Where | Who | What happens |
|---|---|---|---|
| **Create SAW ticket**, from a message's **…** › **More actions** | any channel or chat with By Dawn | Linked or bound | Opens the create form, filled in from the message. |
| `@SAW <what you need>` or `@SAW create <what you need>` | a bound channel | Linked or bound | Files a request. In a channel that isn't bound, a linked member is told to use **Create SAW ticket** instead. |
| `@SAW help` | any channel | Anyone | Shows the help card. |
| Send **help** (or **hi**, or anything By Dawn doesn't recognise) | your personal chat with By Dawn | Anyone | Shows the help card, with **Link my account** or **Unlink**. |
| Send **link** | your personal chat with By Dawn | Anyone | Sends **Link my account**, a one-time link that expires after 10 minutes. |
| Send **create** | your personal chat with By Dawn | Anyone | Explains how to create a ticket, since there's no form in a personal chat. |
| Reply in a linked thread | a channel or chat | Anyone | Adds the reply to the ticket as a comment. |
| Paste a By Dawn ticket link | a bound channel | Anyone | Shows a preview, only in a channel bound to the ticket's project. |

Files on a Teams message aren't attached to the ticket. A card shows at most 6 buttons, with the rest under **…**.

## What By Dawn answers when it can't

| You'll see | Why | What to do |
|---|---|---|
| **Link your Slack account to SAW to…** (or Discord, or Teams), with **Link my account** | You tried to act without a linked account. | Choose **Link my account**. |
| **SAW could not act for you: your … link no longer works** | Your link was revoked, or your By Dawn membership or role changed. | Link your account again. |
| **This channel isn't bound to a SAW project, so SAW can't take requests here.** | Nobody bound the channel. | Ask a project admin to bind it in **Project settings › Chat channels**. |
| **This channel's SAW binding no longer files requests.** | The binding's authority was revoked. | Ask a project admin to bind it again. |
| **SAW refused: you can't create tickets in that project.** | Your role doesn't allow it. | Ask a project admin for access. |
| **SAW is not connected to this … yet.** | The workspace, server or tenant isn't connected. | Ask an org admin to connect it in **Organization settings › Chat integrations**. |
| **You have no SAW projects you can create tickets in.** | You're not in any project. | Ask an admin to add you to one. |
| **Your reply stays in this thread only** | Your reply couldn't be added to the ticket: you're not linked, or By Dawn didn't let you comment. | Link your account, then reply again. |
| **SAW didn't answer just now. Try again in a moment.** | By Dawn couldn't be reached. | Try again. |

> **Note:** A refused action is never retried another way. By Dawn won't fall back on the channel's authority, or on anyone else's,
> to finish what you started.

## Where to go next

- [Chat integrations](https://docs.bydawn.com/chat/): who may do what, and what By Dawn keeps.
- [Bind a channel](https://docs.bydawn.com/chat-channels/): intake modes, templates and subscriptions.

Source: https://docs.bydawn.com/chat-commands/