Settings
Settings controls how Ogma behaves for this server. The page is organized into section groups — use the sidebar rail to jump between them.
Setting up for the first time? Use the setup guide — most teams configure basics in Discord with /ogma-config setup or /ogma-config link. Come back here for advanced options.
Most channel and ticket type changes require you to run /ogma autoconfig in Discord after saving (unless you used /ogma-config setup or /ogma-config link, which apply changes immediately).
Section groups
| Group | Sections |
|---|---|
| Setup | Team & access, Channels, Tickets |
| Behavior | AI & voice, AI model version, Business hours |
| Operations | Routing & SLA, Automation, Alerts & follow-ups, Quality flags |
| Integrations | Macros, Webhooks |
| Account | Notifications, Data & retention |
Team & access
Staff roles
Select Discord roles treated as support staff. Staff can see every ticket channel, run staff commands, and cause the bot to pause replies after they respond.
Add the smallest set of roles that actually handle support.
Management roles
A second tier for sensitive tickets. Members with management roles (or Manage Server) can run /lockdown and /unlock. When a ticket is locked down, regular staff lose Discord channel access until lockdown is lifted.
Configure management roles before using lockdown. See Commands → Lockdown.
Channels
Link or name the Discord channels Ogma uses:
- Ticket panel channel — where users click to open tickets
- Transcripts, Staff review, Learned tips — management channels
- Ticket types — label, description, category, enabled state, role restrictions, max open per user
- Channel name prefix — per category, under Map channels
Every ticket type can be deleted, including the four defaults (Customer, Sales, Technical, and Billing Support) — use the bin icon next to the type. Deleting one is not the same as switching it off: it disappears from the list instead of sitting there disabled. A guild can run with no ticket types at all, which suits servers that only use Ogma to learn from external transcripts. Deleting a default is reversible — /ogma setup re-creates a default type you ask it to enable.
Deployment status shows what is linked in Discord (Ready / Partial / Pending). Use Map channels to adopt existing channels instead of creating new ones.
Channel name prefixes
New ticket channels are named ticket-<username>-<ref> by default. Each category linked to a ticket type can override the ticket part, so a category with the prefix billing opens channels named billing-alex-a1b2c3 (or billing-1, billing-2, … with Sequential ticket names on).
Set the prefix next to the category under Map channels. Prefixes are lowercased with non-alphanumeric characters replaced by dashes and are capped at 20 characters. Leave the field blank to keep ticket. Renaming a prefix only affects channels opened afterwards — existing ticket channels keep the name they were created with.
You need at least one enabled ticket type before /ogma autoconfig will succeed.
Tickets
| Setting | Description |
|---|---|
| Pre-open intake | Optional form (subject/description) before the ticket channel opens |
| Sequential ticket names | Use a per-server counter for the channel-name id (ticket-alice-1) instead of a random reference |
| Open ticket limits | Max open tickets per user per type (0 = unlimited) |
| Ticket inactivity | Auto-close after N days without messages; optional warning message and longer period for escalated tickets |
| Post-close follow-up | DM the user after close to check resolution (skipped for inactivity closes) |
| Transcript retention | Quick link to Data & retention — how long closed transcripts are kept |
Inactivity closes archive a transcript, post the close message, and delete the channel — same as manual /close without a staff-selected reason.
AI & voice
| Setting | Description |
|---|---|
| Auto-learn | Propose tips from staff-resolved tickets — see Auto-learn |
| Staff reply cooldown | Minutes Ogma waits after a staff message before replying again (0–1440; 0 disables time-based pause) — configured under Team & access |
| Recent message count | Number of newest messages checked for a staff reply (0–100; 0 disables the message-count pause) — configured under Team & access |
| Combine guards with | OR pauses while either staff-reply guard is active; AND pauses only while both are active — configured under Team & access |
| Voice & tone | Soft style instruction for bot replies — test in Playground |
| Raw GPT commands | Enable /ask and /ogma askgpt (bypass knowledge base; consume AI quota) |
| Tip extraction minimum messages | Skip auto-learn for very short tickets (2–100 messages) |
A link at the bottom of this section opens AI model version for upgrades.
AI model version
Choose which production AI flow powers ticket replies. Each version bundles a model lineup, reasoning settings, and prompt behavior. Ogma ships new versions as they are validated; you decide when to upgrade your server.
| Concept | Meaning |
|---|---|
| Platform default | The production version Ogma assigns to new servers and to servers that have not pinned a version |
| Active version | The flow currently used for this server |
| Pinned version | A version you explicitly selected — your server will not auto-follow platform default changes |
How upgrades work
- Upgrades apply to new ticket conversations only. Existing open tickets keep the flow they started with.
- Only production versions appear in the dashboard. Draft and staging versions are not listed for servers.
- When a newer production version is available, billing managers see a banner across the dashboard with a link to review and upgrade.
- Test representative questions in Playground after upgrading to confirm the new flow behaves as expected.
When to upgrade
Upgrade when Ogma announces a new production version and the changelog describes improvements you want (for example, better reasoning or updated models). If your answers are already good, staying on your current version is fine — pinned servers are not forced to move.
Business hours
Configure timezone, weekly schedule, away message, and options:
- Allow tickets outside hours — block or allow panel clicks when closed
- Pause AI outside hours — send away message instead of searching docs
- Expected response time — optional minutes value included in away messages when set
- Include next open time — append when support reopens to the away message
Routing & SLA
Plus and Enterprise only. See Support ops.
- Auto-assignment — manual, round robin, or load balanced
- SLA targets — first response and resolution minutes, breach alerts
Automation
JSON automation rules (Plus/Enterprise). Documented in Automation rules.
Alerts & follow-ups
Plus and Enterprise only. See Support ops → Manager alerts and Proactive follow-ups.
Quality flags
Plus and Enterprise only. Lists open tickets flagged for escalation, negative CSAT, or low-confidence bot replies.
Macros and Webhooks
Plus and Enterprise only. See Support ops → Macros and Webhooks.
Notifications
Configure who receives billing and usage notifications:
| Notification | Channels | Plans |
|---|---|---|
| Usage alerts | Email, Discord DM | All plans — fires at 80% and 100% of included limits |
| Weekly digest | Email, Discord DM | Plus and Enterprise — summary of ticket activity |
Only billing managers (owner, admin, or Discord server owner) can change notification preferences.
Per-person email preferences
The table above is a server-level switch — it decides whether a notification is sent at all. Each person also has their own email preferences at Notifications → Email preferences, which apply across every server they belong to. Turning Weekly digest or Usage and billing alerts off there removes that person from the recipient list even while the server keeps the notification switched on for everyone else.
Two kinds of email are deliberately not covered by these switches: transactional mail (team invitations, data deletion receipts) is always sent, and incident email is opted into separately from the status page.
Trial servers also see in-dashboard banners and inline warnings before billable overage actions (batch tip learning, knowledge ingest, etc.). See Billing → Free trial and overage.
Data & retention
Link to the full Data & retention page for transcript retention, ticket export, and audit logs.
Applying channel changes
After you save channel or ticket type changes, run:
/ogma autoconfigin Discord. Safe to re-run on an existing setup.