Transcript capture limits

How many messages get included in a transcript. 1000 free, 5000 premium.

Transcripts are generated when a ticket closes, capturing every message that was in the ticket. The maximum number of messages captured depends on your plan.

The cap

Plan	Messages captured per transcript
Free	1,000
Premium	5,000

If a ticket has more messages than the cap, the most recent messages are kept up to the cap. Earlier ones are not in the transcript.

What counts as a "message"

• Member messages.
• Staff messages.
• Bot messages (including the welcome embed and any later bot replies).
• System messages (for example "X pinned a message" or "X joined the thread").

What does not count:

• Reactions. They are not captured at all.
• Edits. Only the latest version of each message is stored. Edit history is not kept.

When the cap matters

Most tickets stay well under the cap. The cap can matter for:

• Very long-running tickets with weeks of back-and-forth.
• High-traffic tickets with many participants.
• Tickets with many attachments or embeds. Each attachment or embed message counts toward the cap.

A premium server can capture up to 5,000 messages per transcript instead of 1,000.

What you see if a transcript was capped

The transcript does not show a note saying the ticket had more messages than were captured. It shows the captured messages, oldest captured first.

Hosted transcripts

All transcripts, free or premium, are hosted on the transcript viewer and kept indefinitely. This is marketed as "Lifetime Storage". The cap applies to what goes into the transcript at close time. Once written, the transcript stays available.

→ Transcripts overview

Related

What's in a transcriptThe premium-only feature list