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AI Tickets

AI Tickets adds an assistant to your ticket categories. It greets the member, answers from your own knowledge base and hands the ticket to your team when it cannot help. It never answers from guesses: if a fact is not in your knowledge base, it escalates.

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Quick start

1. Open AI Tickets in the dashboard and turn the module on in Settings.
2. Add a few facts in Knowledge base (prices, rules, how to link an account, and so on), or Import your FAQ.
3. On Overview, under Where the assistant answers, switch the assistant on for the ticket buttons it should handle. Extra instructions per button live in Tickets → edit button.
4. Try it safely in the Playground before real members see it.

Optional: pick a role to ping when a person is needed (by default the button’s support role is pinged) and a review channel for fact suggestions and budget alerts in Settings. Everything else has defaults that suit most servers and sits under Advanced.

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How a ticket works

• The assistant introduces itself in the ticket’s welcome message and answers when the member writes. Members can rate answers with 👍 and 👎 and can always press Talk to a human. The buttons stay on the newest answer only.
• If the question is not covered, the member asks for a human, or the topic is sensitive, the assistant escalates: it pings your escalation role once and posts a short summary for staff, including the facts it used.
• When a staff member writes in the ticket, the assistant goes quiet and posts a note with Resume AI and Turn AI off buttons. Messages that start with ! or // don’t pause it.
• When the assistant thinks the problem is solved, it asks the member if the ticket can be closed.
• /ticket-ai status shows the assistant’s state in the current ticket and the facts behind its last answers, and lets staff resume or turn it off.

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Knowledge base

Each entry is a fact, a Q&A, a procedure or a policy. You can limit an entry to some ticket categories and give it an expiry date. Every edit keeps a revision history. Ways to add knowledge:

• Dashboard → Knowledge base → Add, or Import a FAQ from pasted text, a .md or .txt file, or a public web page. The imported document is split into candidates that you approve first.
• /ticket-ai teach to add a fact from Discord.
• Right-click a staff message → Apps → Teach AI from this message to turn a good answer into a fact. Knowledge managers add the fact right away; other support staff send it to the Review queue as a suggestion.
• Learning from closed tickets (below).

Text with personal data (emails, phone numbers, card or bank numbers, IPs, tokens) is refused when you teach the assistant, so it never ends up in an answer.

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Learning from closed tickets

When enabled, the assistant reads closed tickets, finds facts your staff explained that are missing from the knowledge base and proposes them as candidates. Nothing is used until a person approves it, either in the dashboard (Review queue) or with the buttons on the message in your review channel. You can edit a candidate before approving it.

• It only learns from what staff said, never from members or from the AI itself.
• Personal, one-off cases are dropped. Emails, phone numbers, card and bank numbers, IPs and tokens are masked before anything leaves your server’s data.
• Available on Premium and Partner servers. Off by default, switch it on in Settings.

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Screenshots

If you enable Describe screenshots, images from members are described by an external vision model so the assistant can read error messages. Images cannot be masked, so this is off by default.

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Commands

Knowledge managers are members with Manage Server or the knowledge manager role set in Settings. Each member can run these commands up to 5 times a minute. /close reason:<text> closes the ticket right away and saves the reason with it. Without a reason, /close asks for confirmation first.

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Budget and plans

Usage is counted in monthly AI units (one answer is about 3,000). The assistant stops answering and escalates when the budget is used up; you get a warning at 80%. The dashboard tools that call the AI also have daily limits per server: 150 Playground messages, 20 imports and 60 manual “learn from this ticket” runs.

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Privacy

• Messages in AI-enabled tickets, knowledge you add and, if you enable them, closed ticket conversations and screenshots are processed by external AI providers (DeepSeek for text, Google for embeddings and screenshots). Ticket conversations go to Google only if the bot owner enables Gemini as a backup model.
• Closed ticket transcripts used for learning are stored in private storage with personal data masked and removed after the retention period.
• Settings → Reset AI memory deletes all knowledge, candidates and stored transcripts of your server.