AI Ticket Features

The AI ticket features are a set of helpers that watch what your members write and save your staff work. Some of them run in your chat channels and inside open tickets. Others run in the moment between a member filling in a ticket form and the ticket being created, so a question can be answered before it ever becomes a ticket.

They come in two groups, and the group decides what you have to buy:

Everything Tickety posts for these features is an ordinary embed you can rewrite in your own words.

The page is read only until Premium and the AI Addon are both active on the server. Touching a toggle before that opens the upgrade prompt instead of changing the setting. Each section on the page carries a small badge: Requires AI Addon or Uses AI Credits.

Auto Resolution Detection 👑

Members often say "never mind, fixed it" and then walk away, leaving the ticket open until a staff member notices. With Auto Resolution Detection on, Tickety picks that up and raises the normal close request for you, so the ticket ends the way it would have ended anyway, just sooner.

• Enable Auto Resolution Detection 👑 - Watches replies in open tickets and raises a close request once the member says their issue is sorted. Off by default.
• AI Request-Close Timeout 👑 - An optional countdown on close requests Tickety raised itself. When it runs out the ticket closes on its own. Set in days, hours, minutes and seconds, up to one year. 0 means no timer, and the request simply waits.

What your members see

Nothing new. They get the same close request they already know from /ticket requestclose, with the same close button and Cancel on it. The only differences are that Tickety is shown as the requester in the embed and in your close request log, and the reason is written from the conversation instead of typed by a person. When there is nothing to write, your default close reason from Close Ticket Settings is used.

Your staff can cancel the request exactly as they would cancel one a member raised. Tickety never touches a ticket that already has a close request waiting on it.

Wrong Channel Detection 👑

Support questions land in general chat in every server. This posts a short reply pointing the member at the right place, and optionally clears both messages away afterwards.

• Enable Wrong Channel Redirects 👑 - Turns the redirects on. Off by default. It only ever fires on messages posted outside tickets.
• Source Channels 👑 - The only channels Tickety watches. Text and announcement channels can be picked. Leave this empty and nothing happens, even with the toggle on.
• Support Channel 👑 - The channel members are pointed at. This is what the reply links to, so set it.
• Ignored Roles 👑 - Members holding any of these roles are never redirected. Put your staff roles here so their answers in chat are left alone.
• Delete Redirect Messages After 👑 - Removes the member's message and Tickety's notice after this delay. Minutes and seconds, up to 5 minutes. 0 keeps both.

Wrong Channel Reply

The notice itself is yours to edit. There is a plain text line above the embed, up to 2000 characters, and the embed underneath.

The shipped default is an embed titled Wrong Channel reading "This isn't the right place for support questions. Please head over to {supportRouting.targetChannelMention} instead."

Two extra placeholders work in this editor on top of the usual ones:

• {supportRouting.targetChannelMention} - a mention of the channel you set under Support Channel.
• {supportRouting.targetChannelId} - the same channel as a raw ID.

Delete every embed and the notice falls back to the shipped default. A notice with only the plain text line and no embed is a valid setup.

Duplicate Question Detection 👑

This is two separate helpers under one heading, and you can run either on its own.

The first works in your channels: when a member asks the same thing again somewhere else, Tickety replies with a link back to where they already asked it. The second works at ticket creation: before a second ticket is opened, the member is shown where their earlier question already lives and asked whether they still want a new one.

• Detect Duplicate Questions in Channels 👑 - Replies with a link to the earlier question. Off by default.
• Warn About Duplicate Tickets 👑 - Shows the member a private warning before a second ticket is created. Off by default.
• Preferred Channel 👑 - If the same question exists in more than one place, a match in this channel is the one Tickety links to. Leave it empty and the oldest match is used.
• Ignored Roles 👑 - Members holding any of these roles are skipped by both halves.
• Delete Duplicate Messages After 👑 - Removes the repeated message and Tickety's notice after this delay. Minutes and seconds, up to 5 minutes. Defaults to 30 seconds, and 0 keeps both.

Duplicate detection only ever looks at that member's own recent questions, never at anyone else's, and it stops considering a ticket once that ticket is closed.

What your members see

In a channel, the member gets a public reply linking back to their earlier question. The same notice can appear inside a ticket, and there nothing is deleted, whatever Delete Duplicate Messages After is set to.

Before a second ticket, the warning is private to that member and always carries two buttons: Create Anyway and Cancel. They are never blocked from opening the ticket. If they leave it sitting the warning expires and they are asked to submit the form again.

Duplicate Message Reply

The public reply used in channels. The default is an embed titled Duplicate Question reading "You've already asked this. Please continue in your existing thread: {supportRouting.canonicalUrl}."

{supportRouting.canonicalUrl} is a link to where the member already asked. It works in this editor and in the ticket warning below, and nowhere else.

Duplicate Ticket Warning

The private warning shown before a second ticket. The default is an embed titled Possible Duplicate Ticket reading "You may already have an open thread for this: {supportRouting.canonicalUrl}." followed by "Want to open another ticket anyway?"

Tickety adds Create Anyway and Cancel itself, so the editor already leaves room for them.

Wrong Panel Detection 👑

This section holds one short description per ticket panel, saying what that panel is for. Tickety uses them when someone opens a ticket on a panel that does not fit their issue, so it can offer a better one.

Keep each description to one short line, like billing questions, invoice disputes, refund requests. Leave a panel blank to skip it.

The suggestions themselves only spend AI credits. It is this page that sits behind the addon, so a server with credits and no addon should edit the same descriptions on the panel's AI tab instead.

AI features on a ticket panel

Three more helpers live on each ticket panel rather than on this page, under Ticket Panels, then your panel, then the AI tab. They run in the moment between the member submitting the form and the ticket being created, and they only spend AI credits, so no Premium is needed.

FAQ Deflection

Checks the form answers against one of your FAQ panels and shows the member the matching answer before the ticket exists. Most of the time that is the whole ticket avoided.

• FAQ Deflection - Turns it on. Off by default.
• FAQ Panel - Which FAQ panel Tickety searches. Required once the toggle is on: saving without it shows "Select a FAQ panel before enabling FAQ deflection." Only the questions near the top of that panel are considered, so keep your most common ones first.

The member sees the answer privately with a Create Anyway button under it, so a wrong answer never traps them. The prompt expires after a while, after which they are asked to submit the form again.

Automatic Ticket Priority

Sets the new ticket's priority to High, Medium or Low from what the member wrote in the form, so your queue is sorted before anyone opens it.

• Automatic Ticket Priority - Turns it on. Off by default.

When the form does not say enough, the priority is left unset. Staff can always change it afterwards with /ticket priority.

Wrong Panel Suggestion

When someone opens a billing question on your bug report panel, Tickety offers them the better panel before the ticket is created.

• Wrong Panel Suggestion - Turns it on. Off by default.
• Current Panel Description - One short line saying what this panel is for, for example Use for billing and payment questions.
• Suggested Panels - The panels Tickety is allowed to offer instead of this one. Add the panels you are happy to redirect to from the Add a suggested panel dropdown and give each one its own short description. Required once the toggle is on: saving without any shows "Add at least one suggested panel before enabling wrong panel detection."

A panel description is shared with that panel everywhere else, so writing it once is enough.

The member sees a private Better Panel Available notice naming both panels, with Use Suggested Panel and Stay on Current Panel. It expires after a while, and they are asked to submit the form again.

Summaries on closed tickets

Open Ticket Management in the sidebar, click a closed ticket, and press Generate Summary on the AI Summary card. You get a recap under Overview, Key Points and Outcome, which is the fastest way to hand a ticket over or check what a staff member actually agreed to.

Summaries spend AI credits only. They are available once the ticket is closed and only when a stored transcript exists, so an open ticket shows "A summary can be generated after the ticket is closed." and older HTML transcripts are not supported.

Reading an open ticket 👑

/ticket resolve reads the messages in the ticket you are in and replies privately with what the ticket is about under Overview, the concrete details people gave such as emails and order numbers, what is Still Missing, and a suggested Next Step. Anything Tickety is not sure of is marked (unconfirmed) or (low confidence), and details taken from a specific message carry a small arrow that jumps to it.

Anyone who can already act on the ticket can run it: the panel's support roles, your admin role, anyone with Manage Channels, or a role you allowed for /ticket under Command Permissions.

Under the result are the buttons your staff need next:

• Send First Reply - Opens an editable draft introducing the staff member, then posts it in the ticket.
• Write The Update - Asks what this update is (Working on it, Waiting on them or Sorted) and what has happened, in a notes box of up to 900 characters, then writes the message for you.
• Read Again - Picks up whatever has been posted since. If nothing new has been posted you get the saved read back with "Nothing new has been posted since the last read." and it costs you nothing.
• Claim, Unclaim, Ask To Close and Close - The same actions as the matching ticket commands, without leaving the result.
• Set a priority - A dropdown that sets the ticket priority on the spot.

A drafted update is shown to the staff member first with Send Update, Edit, Rewrite and Discard. Nothing reaches the member until Send Update is pressed. Sent updates are posted in the ticket under the staff member's own name and avatar and ping the ticket creator, and the last three are replayed under Sent To The Member on the result. A draft you leave sitting is discarded after a while, and updates cannot be sent back to back on the same ticket.

The result is private to whoever ran the command. The same panel exists on the dashboard under Ticket Management on an open ticket, as the Ticket Resolve card. It needs the AI Addon on top of Premium, and it spends AI credits.

What it costs you

The three detection features need Premium with the AI Addon. Everything else runs on AI credits, which any server can buy from Premium & AI in the sidebar, with or without Premium.

The AI Credits panel on Premium & AI shows Total left, Monthly left, Purchased left and Next reset. Monthly credits are spent before purchased ones. Full details are on the AI Credits page.

When a server runs out of credits, nothing breaks: the ticket is simply created the normal way, and the summary card tells you "This server does not have enough AI credits left for a new summary."

Seeing what it is doing

Open Analytics and pick the AI tab. It counts Accepted Resolutions, FAQ Deflections, Duplicate Detections and Wrong Channel Redirects, plus the share of closed tickets that ended without a staff member closing them by hand. That is the number to watch when you are deciding whether the addon pays for itself.

When nothing happens

Work down this list before assuming the feature is broken:

• Premium and the AI Addon are both active on this server for the three detection features. Moving Premium to another server takes the addon with it.
• Credits are left. Check Total left on Premium & AI.
• The toggle for that specific feature is on, and you pressed Save.
• Source Channels has at least one channel in it, and the message was posted in one of them.
• The member does not hold a role listed under Ignored Roles.
• For the panel features, the panel's form is enabled and has at least one text question.
• For Wrong Panel Suggestion, the panel has a description and at least one suggested panel.
• For FAQ Deflection, the chosen FAQ panel actually has questions, and the relevant one is near the top.

If an answer or a redirect is wrong, the member is never stuck. Every prompt keeps a way through: Create Anyway, Stay on Current Panel, or simply ignoring the notice in chat. To stop a bad answer coming back, fix the FAQ question or the panel description it came from, or turn that one feature off while you rewrite it. Nothing else on the panel is affected.

Where to go next

• AI Credits: what credits cost, what they cover, and how the balance works.
• FAQ Panels: the questions and answers FAQ Deflection draws on.
• Ticket Panel Configuration: the rest of the panel editor, including the form these features need.
• Request Close Command: the close request Auto Resolution Detection raises for you.
• Ticket Management: the closed ticket view where summaries live.
• Placeholders: every placeholder you can use in the notice editors.