Support ops
Support ops is a set of routing, SLA, alerting, and integration features for teams on Ogma Plus or Enterprise. Configure them in dashboard Settings under the Operations and Integrations section groups.
Free plan servers can still use business hours and expected response time in away messages; other support ops features require an upgrade.
Where to configure
| Settings section | What it controls |
|---|---|
| Routing & SLA | Auto-assignment and first-response / resolution targets |
| Automation | JSON rules for ticket triggers — see Automation rules |
| Alerts & follow-ups | Manager alerts and proactive stale-ticket nudges |
| Quality flags | Open tickets flagged for escalation, negative CSAT, or low-confidence replies |
| Macros | Canned responses for /macro in Discord |
| Webhooks | HTTPS endpoints for ticket and SLA events |
Save settings after changes. Assignment and SLA tracking apply to new activity immediately; macros and webhooks are live as soon as saved.
Routing and assignment
Enable auto-assignment to assign new tickets to staff automatically.
| Mode | Behavior |
|---|---|
| Manual only | Staff claim tickets from the staff queue or run /claim in Discord |
| Round robin | Rotates through eligible staff in order |
| Load balanced | Assigns to the staff member with the fewest open assigned tickets |
Automation rules can also run { "type": "assign_round_robin" } on triggers like ticket_opened. See Automation rules.
SLAs
When SLAs are enabled, Ogma tracks:
- First response — time until a staff member sends the first reply
- Resolution — time until the ticket is closed
Set targets in minutes (minimum 5). Enable Alert on SLA breach to notify managers when a target is missed (works with Manager alerts below).
SLA breaches can also trigger automation rules with the sla_breach trigger and webhooks with the sla.breach event.
Staff queue
The Staff queue page lists open tickets for triage — unclaimed, yours, escalated, awaiting staff, or awaiting customer. Claim or release tickets from the queue; the same assignment is reflected in Discord (/claim, /unclaim).
Manager alerts
Notify managers when support metrics need attention:
| Setting | Fires when |
|---|---|
| Queue depth threshold | Open unclaimed or escalated tickets exceed the count |
| CSAT drop threshold | Satisfaction percentage drops by the configured amount |
| Escalation spike threshold | Escalations in a short window exceed the count |
| SLA breach alerts | An SLA target is missed |
Alerts are delivered through your configured manager notification paths (see dashboard settings for the server).
Proactive follow-ups
Separate from the post-close follow-up DM in Settings → Tickets, proactive follow-ups nudge customers on stale open tickets:
- Stale after (hours) — no activity for this long triggers a message in the ticket channel
- Reopen on negative CSAT — optionally reopen or follow up when a user rates 👎 after close
- Custom messages for stale tickets and negative CSAT
Quality flags
The Quality flags section lists open tickets that need review:
- Escalated — reached staff without a confident bot answer
- Negative CSAT — user rated not helpful after close
- Low confidence — bot replied but retrieval scores were weak
Resolve flags from Settings after you have reviewed the ticket. Jump to the ticket from the list.
Macros
Create canned responses with a shortcut (for example refund-policy) and content. Staff insert them in Discord with:
/macro refund-policyMacros require Plus or Enterprise. See Commands → Staff shortcuts.
Suggested macros
On Plus and Enterprise, Ogma scans recent closed tickets for repeated staff replies (same normalized text in at least three messages across two or more tickets). Pending suggestions appear above your macro list:
- Accept — pick a shortcut and create the macro
- Dismiss — hide the suggestion
Suggestions run on a daily schedule; they never create macros without staff approval.
Webhooks
Send signed HTTPS POST requests to your endpoints when events occur:
| Event | When |
|---|---|
ticket.opened | New ticket channel created |
ticket.escalated | Ticket escalated to staff |
ticket.closed | Ticket closed |
csat.negative | User submits a low rating |
sla.breach | SLA target missed |
Each webhook has a name, URL, enabled flag, event selection, and optional signing secret. Verify payloads using the secret on your server.
Webhooks complement agentic tools — use agentic tools when the AI needs live lookup data during a ticket; use webhooks when your systems need to react to ticket lifecycle events.
Related
- Automation rules
- Tickets
- Commands
- Billing — Plus and Enterprise plans