How tickets work

Opening a ticket

Users go to your ticket channel, pick a type, and get a private channel with you and staff. By default each member can have one open ticket per type (for example one general and one billing). Change limits in Settings.

Some ticket types can be limited to certain Discord roles.

Outside business hours

If business hours are enabled in Settings, Thoth can auto-reply with your away message and pause AI replies when staff are offline. Ticket creation can still be allowed outside hours.

Bot replies

When the user sends a message, Thoth searches your knowledge base and replies if it finds an answer. If not, it escalates to staff.

After a staff member replies, the bot pauses for a while (default 30 minutes) so it does not talk over your team. Change this in Settings → Staff reply cooldown.

Request a human

Every ticket has a Request human button. The bot can also escalate on its own when it cannot answer.

Closing

Staff run /close in the channel. The user gets a quick 👍/👎 rating. A transcript is saved for your team.

If auto-learn is on, useful resolutions may become tips for staff to confirm in Discord.