# Move support questions out of chat channels (/tickets/ai-wrong-channel)













Tickety can read your chat channels, spot messages that are really support questions, and point those members to your support channel. It can also notice when a member asks the same question twice.

These need 👑 premium with the AI addon. They do not spend AI credits.

<Steps>
  <Step>
    ### Open AI Ticket Features [#open-ai-ticket-features]

    Open your [dashboard](https://tickety.top/dashboard) and pick your server. In the sidebar, under **Tickets**, click **Configuration**, then click **AI Ticket Features**.

        <img alt="AI Ticket Features on the Ticket Configuration page" src="__img0" />
  </Step>

  <Step>
    ### Turn on redirects [#turn-on-redirects]

    Go to **Wrong Channel Detection**.

        <img alt="Enable Wrong Channel Redirects, Source Channels and Support Channel" src="__img1" />

    1. Turn on **Enable Wrong Channel Redirects**.
    2. Open **Source Channels** and pick your chat channels. Not your support channels.
    3. Open **Support Channel** and pick the channel members should ask in instead. Without one, nothing happens.

    When someone asks for help in a watched channel, Tickety replies like this:

        <img alt="A Wrong Channel reply in Discord" src="__img2" />
  </Step>

  <Step>
    ### Fine tune the redirects [#fine-tune-the-redirects]

        <img alt="Ignored Roles and Delete Redirect Messages After" src="__img3" />

    1. Open **Ignored Roles** and pick your staff roles, so their messages are never redirected.
    2. **Delete Redirect Messages After** removes Tickety's reply after up to 300 seconds. Leave it at 0 to keep it.
  </Step>

  <Step>
    ### Catch repeated questions [#catch-repeated-questions]

    Go to **Duplicate Question Detection**.

        <img alt="Detect Duplicate Questions in Channels and Warn About Duplicate Tickets" src="__img4" />

    1. Turn on **Detect Duplicate Questions in Channels**. When a member asks the same question in another channel, Tickety links them back to the first one.
    2. Turn on **Warn About Duplicate Tickets**. Before a ticket opens, Tickety compares the form answers with that member's earlier questions and warns them if it is the same one.
  </Step>

  <Step>
    ### Save [#save]

    Press **Save Changes** in the bar at the bottom of the page. Nothing needs posting.
  </Step>
</Steps>

Tickety only compares a member's question with that same member's earlier questions. It skips bot messages and messages inside tickets, and waits 20 seconds before reacting to the same member in the same channel again.

## It did not work? [#it-did-not-work]

<Accordions>
  <Accordion title="Advanced AI automation requires Premium with the AI addon">
    Saving needs both premium and the AI addon on this server.
  </Accordion>

  <Accordion title="Nobody is redirected">
    **Support Channel** is empty, the message was not recognised as a support question, or the member has one of the **Ignored Roles**.
  </Accordion>

  <Accordion title="Duplicates are never found">
    Tickety needs an earlier question from that member to compare with. It starts empty and learns from new messages and tickets.
  </Accordion>

  <Accordion title="Replies are not deleted">
    Tickety needs Manage Messages in the source channels to delete its replies.
  </Accordion>

  <Accordion title="It does nothing on a custom bot">
    A custom bot must have the Message Content intent turned on in the Discord Developer Portal to read messages.
  </Accordion>
</Accordions>

<Callout type="info" emoji="👑">
  Features marked with a crown (👑) need a [Premium Subscription](https://tickety.top/premium).
</Callout>