Chat command reference
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. They act as themselves, within their role and the scopes they chose.
- Bound means anyone in a bound channel 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
Section titled “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).
- 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.
Commands
Section titled “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
Section titled “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
Section titled “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). |
| Paste a By Dawn ticket link | Anyone | Shows a preview, only in a channel bound to the ticket’s project. |
With AI intake 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
Section titled “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
Section titled “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
Section titled “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
Section titled “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. |
Where to go next
Section titled “Where to go next”- Chat integrations: who may do what, and what By Dawn keeps.
- Bind a channel: intake modes, templates and subscriptions.