Commands
All commands are slash commands unless noted. Type / in a text channel to see what is available in your server.
Your dashboard includes a searchable Discord commands page (sidebar → Discord commands) for each server. It lists every command, who can run it, whether it is available to your account, and per-command options. This docs page is the static reference; the dashboard page filters to what you can run today.
New to Ogma? Follow the setup guide first — it tells you exactly which commands to run and when.
Running a command
- Click into the message box of the channel you want to run the command in.
- Type
/— Discord lists the commands you can use there. - Type a few letters of the command name (for example
clofor/close) and pick it from the list, or pressTab. - Fill in the options Discord prompts you for, then press
Enter.
Discord asks for required options first and moves you through them as you press Tab. Optional options are listed after the required ones — skip them by pressing Enter once the required fields are filled.
Options come in a few shapes:
| Option type | How you fill it | Example |
|---|---|---|
| Text | Type freely | /note content:Customer confirmed refund by email |
| Choice | Pick from a fixed list Discord shows you | /close reason:Resolved |
| User | Start typing a name and select the member | /add user:@sam |
| Number | Type a whole number within the allowed range | /close reason:Resolved timeout:60 |
| Subcommand | Pick the second word from the list | /ogma-config setup |
Some commands are grouped under a parent name — /ogma-config and /ogma both have subcommands. Type the parent name and Discord offers the subcommands.
Who sees the reply
Most commands reply only to you (Discord calls this an ephemeral reply, shown with an Only you can see this label). A few post into the channel where everyone can read them.
| Reply | Commands |
|---|---|
| Only you | /ogma-config, /ogma autoconfig, /ogma dev, /close, /claim, /unclaim, /keepalive, /summarize, /note, /add, /remove, /rename, /lockdown, /unlock, /deescalate, /ingest, /delete-my-data |
| Everyone in the channel | /ask, /ogma askgpt, /macro, /ping, /ogma privacy, /ogma terms |
/macro is public on purpose — it posts the canned response for the customer to read. /note is private on purpose — the customer never sees it.
Where a command works
- Ticket commands must be run inside an open ticket channel. Run one elsewhere and Ogma replies that the channel is not an open ticket.
- Setup, knowledge, AI, and privacy commands work in any channel Ogma can see.
- Every command needs to be run in a server. Ogma's commands do not work in DMs, even though the bot answers DM support conversations.
Commands that take a moment (closing a ticket, summarizing, asking the AI) show Ogma is thinking… first, then replace it with the result.
If a command does not appear
| What you see | Fix |
|---|---|
The command is missing from the / list | Ogma's commands are registered with Discord globally and can take up to an hour to show up after the bot joins or updates. Press Ctrl+R (Cmd+R on Mac) to reload Discord. |
| The command is greyed out | Your server or channel restricts it — check Server Settings → Integrations → Ogma, where Discord lets admins limit commands by role and channel. |
| "You need Manage Server permission…" | You are missing the Discord permission or role for that command. See Who can use what. |
| "This channel is not an open ticket." | The command only works inside an open ticket channel. |
| Ogma replies with a list of missing permissions | Ogma's own bot role is missing something. Go to Server Settings → Roles → Ogma and enable what it lists — usually Manage Channels. |
Who can use what
| Access | Typical users |
|---|---|
| Server admin | Manage Server permission, or a role assigned as management in Settings |
| Support staff | A staff role from Settings, or Manage Channels |
| Ticket participant | The ticket owner or support staff |
| Anyone | Any member (when enabled) |
Staff roles and management roles are configured in dashboard Settings → Team & access.
Staff commands differ in whether Discord's Manage Channels permission counts as staff. Commands that accept it are usable by server admins who have not given themselves a staff role; the rest require a configured staff role.
| Command | Who can run |
|---|---|
/close, /keepalive | Configured staff role or Manage Channels |
/claim, /unclaim, /note, /summarize, /macro, /deescalate | Configured staff role only (Manage Channels alone is not enough) |
/add, /rename | Ticket owner, configured staff role, or Manage Channels |
/remove | Configured staff role or Manage Channels, or the ticket owner for participants who were added to the ticket |
/lockdown, /unlock | Management role or Manage Server |
/ogma-config, /ogma autoconfig, /ingest | Manage Server |
/ask, /ogma askgpt, /delete-my-data, /ping, /ogma privacy, /ogma terms | Anyone |
If your staff cannot run /claim or /note, they most likely have Manage Channels but no staff role. Assign a staff role in Settings → Team & access.
Setup commands (run these first)
These require Manage Server (server admin).
| Command | Options | When to use it |
|---|---|---|
/ogma-config setup | — | New server — opens a guided form to create channels, save settings, and post the ticket panel |
/ogma-config link | — | Existing channels — auto-connects #support, transcript channels, and ticket categories you already have |
/ogma-config view | — | Any time — shows linked channels, setup status, enabled ticket types, and a link to dashboard Settings |
/ogma autoconfig | — | After dashboard changes — creates or updates Discord channels from settings you saved on the website |
/ogma-config setup opens a modal (a pop-up form) rather than replying with text. Fill in the fields and press Submit; Discord closes the form and Ogma reports what it created.
/ogma-config link tells you what it connected and what is still missing, so you can follow up with /ogma-config setup or map channels manually in the dashboard channel migrator.
Permission note
Ogma needs Manage Channels on its bot role to create channels and tickets. If something is missing, the bot replies with a list of permissions to fix — go to Server Settings → Roles → Ogma and enable them.
Ticket commands
Use these inside an open ticket channel unless noted.
| Command | Options | Who can use | What it does |
|---|---|---|---|
/close | reason (required, pick from a list), note (optional text, up to 500 characters), timeout (optional, 1–10080 minutes) | Staff role or Manage Channels | Closes the ticket, archives a transcript, sends the user a rating DM, and removes the channel |
/claim | — | Staff role | Assigns the ticket to you so others know you are handling it |
/unclaim | — | Staff role | Releases your claim so another staff member can pick it up |
/keepalive | — | Staff role or Manage Channels | Exempts the ticket from inactivity warnings and automatic closure |
/summarize | — | Staff role | Generates an AI summary of the ticket conversation (private reply, staff only) |
/note | content (required text, up to 2000 characters) | Staff role | Adds an internal note (visible in the dashboard, excluded from user-facing transcripts) |
/deescalate | — | Staff role | Hands an escalated ticket back to the bot — normal AI handling resumes on the customer's next message |
/add | user (required) | Ticket owner, staff role, or Manage Channels | Adds someone to the private ticket channel |
/remove | user (required) | Staff role or Manage Channels, or ticket owner for added participants | Removes someone from the ticket channel |
Adding people without /add
Editing the channel's own permissions works too. If you add or remove someone through Channel settings → Permissions, Ogma picks the change up and records it against the ticket, so the person shows up in the dashboard and stays put through restarts and staff-role changes. Members added while Ogma was offline are recorded the next time it starts up. /add and /remove do the same thing in one step and are still the quicker route.
Anyone on the ticket — however they were added — loses access while it is under lockdown, along with everyone else who is not the customer or management, and gets it back when the lockdown is lifted. Permission edits made during a lockdown are not recorded, since lockdown is deliberately management-only. | /rename | name (required text, up to 100 characters) | Ticket owner or staff role | Renames the ticket channel | | /lockdown | — | Management | Restricts the ticket so only the customer and management roles can access the channel | | /unlock | — | Management | Lifts lockdown and restores normal staff access |
Closing a ticket
/close requires a reason, chosen from a list Discord shows you:
- Resolved
- Duplicate
- User unresponsive
- Out of scope
- Spam / abuse
- Other
You can add an optional note (up to 500 characters). The ticket owner receives a CSAT rating DM after closure when one has not already been submitted.
By default the channel is deleted as soon as the ticket closes. Add the optional timeout option to keep the channel around first:
/close reason:Resolved timeout:60timeout is in minutes, from 1 up to 10080 (7 days). Ogma confirms the delay in its reply and removes the channel when the time is up. Use it when the customer may reply again, or when your team wants a chance to re-read the channel before it disappears. The transcript is archived either way — see Data & retention for how long transcripts are kept.
Claiming a ticket
/claim assigns the ticket to you. The assignment is the signal your team reads — in Discord your reply tells everyone who is handling it, and in the dashboard Staff queue the ticket moves out of the Unclaimed filter and shows you as the assignee straight away. Staff can also claim and release from the queue itself, so a ticket claimed in Discord shows as claimed on the website and the other way round (Tickets).
What claiming does not do: it does not change who can see the channel, and it does not stop Ogma replying. The bot goes quiet because a staff member sent a message, not because someone claimed the ticket — see staff reply behavior.
| Situation | What happens |
|---|---|
| Nobody has claimed the ticket | You become the assignee |
| You already claimed it | Ogma confirms; nothing changes |
| Someone else claimed it | Your claim replaces theirs — there is no confirmation step, so check the current assignee before taking a busy ticket |
| The ticket is locked down | Only management can claim it |
/unclaim releases a ticket back to the queue, and only the assignee can run it:
| Situation | What happens |
|---|---|
| You are the assignee | The ticket returns to Unclaimed |
| Someone else is the assignee | "You can only unclaim tickets assigned to you" |
| Nobody has claimed it | "Ticket is not claimed" |
You do not need to /unclaim before closing. The assignee stays recorded on the closed ticket, so the dashboard still shows who handled it.
Keeping a ticket open
/keepalive exempts one ticket from inactivity auto-close.
When Ticket inactivity is enabled in Settings → Tickets, Ogma closes quiet tickets on a timer — with the default settings, a warning message after 2 days of silence and closure at 3 days, or 7 days for escalated tickets. Each server sets its own numbers.
Running /keepalive on a ticket:
- stops the warning message from being posted,
- stops the ticket ever being auto-closed for inactivity,
- clears a warning that was already posted, so the customer is not chased again.
Use it when a ticket is legitimately slow — waiting on a refund to clear, a fix to ship, or a customer who told you they will be away — and you do not want Ogma closing it out from under you.
Two things to know before you rely on it:
- It cannot be switched back off. There is no
/keepalive off; the exemption lasts for the life of the ticket. Close the ticket with/closewhen you are done with it, or it stays open indefinitely. - It is per ticket, not per server. Running it in one channel changes nothing anywhere else. To change the timer for everyone, edit Settings → Tickets → Ticket inactivity — see How tickets work.
Running it twice is harmless — Ogma replies that the ticket already bypasses auto-close. Tickets already awaiting staff are paused from auto-close by default, so /keepalive is mainly for tickets that are waiting on the customer or on something outside Discord.
Summarizing a ticket
/summarize reads the ticket conversation and replies — privately, to you only — with a five-part briefing:
- Customer request — what they actually asked for
- What was tried — steps taken so far
- Verified issue — what has been confirmed
- Current blocker — what is holding the ticket up
- Needs staff attention — what a human has to do next
It is built for picking up a ticket you have not been following: a long escalated thread, a handover between shifts, or a ticket that has been sitting overnight. Fields with nothing to go on come back as Not yet determined rather than a guess.
The summary covers the most recent stretch of the conversation and needs at least one message to work with. It uses your plan's AI tokens (tracked for billing like any other AI reply), but unlike /ask it does not count against your monthly direct AI questions. If token limits are reached or the model is unavailable, Ogma says it could not generate a summary — try again shortly.
Internal notes
/note records a note against the ticket that the customer never sees.
Notes appear on the ticket's timeline in the dashboard alongside the messages, next to CSAT feedback and metadata (Tickets). They are excluded from the transcript that gets archived and posted to #ticket-transcripts, so writing "customer is a repeat chargeback risk" in a note does not put it in a document the customer can be sent.
Use notes for context that should outlive the channel: what you checked, who you escalated to internally, why you closed a ticket the way you did. Each note holds up to 2000 characters — post several for longer handovers. Empty notes are rejected.
Notes require a configured staff role, not just Manage Channels.
Adding and removing people
/add fails for bots and for anyone who already has access. /remove never removes the ticket owner. A ticket owner can remove people who were added to their ticket, but only staff can remove anyone else.
Renaming
/rename converts the name you give it into a valid Discord channel name — lowercase, with anything that is not a letter, number, or dash replaced by a dash. Refund - Order 1234 becomes refund-order-1234.
De-escalating
/deescalate is the reverse of a handoff to staff: it returns an escalated ticket to normal bot handling. Ogma stays quiet until the customer sends their next message, so you can finish the conversation you are having before the bot resumes. See Escalation for how tickets become escalated in the first place.
Lockdown
Lockdown is for sensitive tickets (billing disputes, HR, moderation). Regular support staff lose channel access until lockdown is lifted. Configure management roles in Settings → Team & access before using /lockdown or /unlock.
Closed tickets that were under lockdown remain restricted to management in the dashboard.
Staff shortcuts
| Command | Options | Who can use | What it does |
|---|---|---|---|
/macro | shortcut (required text, up to 32 characters) | Staff role (Plus or Enterprise) | Posts a canned response from Settings → Macros into the ticket channel |
Type the macro's shortcut, not its title — /macro shortcut:refund-policy. If the shortcut does not exist, Ogma tells you privately and posts nothing.
Macros require Ogma Plus or Enterprise. Create and edit macros in dashboard Settings → Macros.
Knowledge commands
| Command | Options | Permission | What it does |
|---|---|---|---|
/ingest | content (required text), title (optional text) | Manage Server | Adds pasted text to your knowledge base immediately |
The optional title helps you find the source later. Ogma replies with how many chunks it stored. For files, URLs, and synced sources, use dashboard Knowledge.
AI chat (raw GPT)
These commands chat directly with the AI model without searching your knowledge base. They count against your plan's direct AI question allowance (Playground uses the same meter).
| Command | Options | Notes |
|---|---|---|
/ask | prompt (required text) | Preferred command name |
/ogma askgpt | prompt (required text) | Legacy alias — same behavior as /ask |
Both require Settings → AI & voice → Enable raw GPT commands. When disabled, the bot points you to Playground instead.
The answer is posted publicly in the channel. Replies longer than Discord's 2000-character limit are truncated.
Hourly rate limits apply per guild, channel, and user. When you hit one, Ogma tells you how many seconds to wait. Monthly AI usage is tracked for billing and alerts; it does not hard-block /ask at the included monthly count — see Billing.
Testing vs general chat
| Tool | Use for |
|---|---|
| Playground (dashboard → Knowledge) | Testing real support answers — shows exactly which docs were used |
/ask or /ogma askgpt | General AI chat — ignores your docs |
For validating support quality, always use Playground, not raw GPT commands.
Privacy and policy commands
| Command | Options | Who can use | What it does |
|---|---|---|---|
/delete-my-data | email (optional) | Anyone | Starts a data deletion request for your Discord account on this server |
/ogma privacy | — | Anyone | Posts a link to the Ogma Privacy Policy |
/ogma terms | — | Anyone | Posts a link to the Ogma Terms of Service |
/delete-my-data shows you exactly what will be deleted and waits for you to press Yes, submit request — nothing is deleted until you confirm, and Cancel stops it. The optional email lets Ogma notify you when the request is processed. Requests are reviewed within the deadline shown in the confirmation; if no action is taken, eligible data is deleted automatically.
Utility commands
| Command | Options | Who can use | What it does |
|---|---|---|---|
/ping | — | Anyone | Confirms Ogma is online and responding, and names the server it resolved you to |
/ogma dev | channel (optional ticket channel) | Ogma platform staff only | Grants Ogma support staff temporary access to a ticket for debugging |
/ping is the quickest way to tell "the bot is down" apart from "the bot is not configured" — if /ping answers, Ogma is running and your issue is configuration. See Troubleshooting.
/ogma dev is for the Ogma team, not your server's staff. When Ogma support is helping you debug a ticket, it lets them use staff commands in that channel without you handing over a staff role, and stops the bot escalating while they work. Anyone else who runs it is turned away.
Quick setup reminder
| Your situation | Command |
|---|---|
| Brand new server | /ogma-config setup |
| Already have support channels | /ogma-config link |
| Changed settings on the website | /ogma autoconfig |
| Not sure if you are done | /ogma-config view |
Full walkthrough: Setup guide.