How tickets work

This page walks through a ticket's full lifecycle, from both the user's and the staff's point of view.

Opening a ticket

1. Users go to the ticket start channel you configured.
2. They click a button for a ticket type.
3. Thoth creates a private text channel visible only to the user and your staff roles.

By default a user can have only one open ticket per type. You can raise or remove this limit per type in Settings. You can also restrict a ticket type to specific Discord roles.

Each ticket channel is created inside a category named after the ticket type (for example "General Tickets").

Business hours

If you enable business hours in Settings, Thoth can:

• Send an away message when users write outside your hours
• Pause AI replies outside hours (while still allowing ticket creation, if you want)

Tickets created outside hours still go into the normal flow. You control whether creation itself is blocked.

AI replies and the knowledge base

When a user sends a message in a ticket:

• Thoth searches your knowledge base (uploaded files, pasted text, synced URLs, and confirmed tips).
• If it finds a sufficiently relevant answer, it replies.
• If it cannot answer confidently, it escalates.

Once any staff member sends a message in the channel, Thoth pauses before replying again (30 minutes by default). Change this with Staff reply cooldown in Settings, or set it to 0 to disable the time-based pause. Either way, Thoth avoids talking over staff who are actively typing.

Escalation to staff

A ticket escalates when:

• The user clicks Request human
• Thoth cannot find a good answer in your content
• You have configured rules that require a human for certain situations

Escalated tickets stay in the same private channel. Staff reply directly there. Thoth will not interject while staff are responding (subject to the cooldown).

You can also watch the staff-review management channel for a feed of escalations if you wire it up.

Closing a ticket

Only staff (or users with Manage Channels in that channel) run /close.

On close:

1. The channel is closed and (optionally) deleted or archived according to your retention settings.
2. The user receives a DM with a quick rating: Helpful (👍), Not helpful (👎), or Skip.
3. A transcript is posted to your ticket-transcripts channel.
4. If auto-learn is enabled and a staff member participated, Thoth may suggest a short tip based on the resolution.

Transcripts are also available in the dashboard under Tickets.

Tips and learning

If Auto-learn is on, resolved conversations with staff participation can produce short, reusable tips. Staff confirm or remove suggestions in the learned-tips channel. Only confirmed tips are searched during future tickets and Playground tests.

See Auto-learn for more detail and Tips for how to curate them.

Related: Commands, Escalation, Settings (ticket types, limits, business hours).