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 (or choose from a dropdown when you have more than four types).
3. If pre-open intake is enabled, they fill in subject and/or description first.
4. Ogma 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. Raise or remove this limit per type in Settings → Tickets. Restrict types to specific Discord roles when needed.

Each ticket channel is created inside a category for that type (for example "General Tickets"). Enable Sequential ticket names to use ticket-1, ticket-2, … instead of usernames.

Business hours

If you enable business hours in Settings, Ogma can:

• Send an away message when users write outside your hours
• Pause AI replies outside hours (while still allowing ticket creation, if configured)
• Include expected response time and next open time in away messages when configured in Settings

Tickets created outside hours still go into the normal flow when creation is allowed.

AI replies and the knowledge base

When a user sends a message in a ticket:

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

Once any staff member sends a message, Ogma 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.

Escalation to staff

A ticket escalates when:

• The user clicks Request human
• Ogma cannot find a good answer in your content
• Automation rules escalate on keyword, CSAT, or SLA triggers

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

Watch #staff-review for escalation feed items. On Plus/Enterprise, Quality flags in Settings list open tickets that need review.

Assignment and the staff queue

On Plus/Enterprise with auto-assignment enabled, new tickets may be assigned automatically (round robin or load balanced). Otherwise staff claim tickets from the dashboard Staff queue or with /claim in Discord.

The queue filters by unclaimed, yours, escalated, awaiting staff, and awaiting customer. See Tickets → Staff queue.

Lockdown

Management can run /lockdown on sensitive tickets. Regular staff lose Discord access to the channel until /unlock. Closed lockdown tickets remain visible only to management in the dashboard.

Configure Management roles in Settings first.

Inactivity auto-close

When Ticket inactivity is enabled, Ogma closes tickets after a set number of days without messages:

• Optional warning posted N days before close
• Optional longer timeout for escalated tickets
• Customer messages only mode — staff replies reset the timer but do not count as activity

Auto-close archives the transcript and deletes the channel.

Closing a ticket

Only members with Discord Manage Channels can run /close (a configured staff role alone is not sufficient).

/close requires a reason:

• Resolved, duplicate, user unresponsive, out of scope, spam, or other
• Optional note (500 characters)

On close:

1. The channel is deleted after archiving.
2. The user receives a CSAT DM: Helpful (👍), Not helpful (👎), or Skip.
3. A transcript posts to #ticket-transcripts (unless the ticket was under lockdown — see below).
4. If auto-learn is enabled, staff participated, and the ticket was not under lockdown, Ogma extracts a tip and posts a summary to #learned-tips.

Optional post-close follow-up DMs check whether the issue was truly resolved (skipped for inactivity and lockdown closes).

Transcripts are also in dashboard Tickets. Retention is controlled under Data & retention.

Tips and learning

If Auto-learn is on, tips are added to the knowledge base on close and summarized in #learned-tips. Staff can remove unwanted tips from Discord or the dashboard Tips page.

Lockdown closes skip tip extraction and skip posting to #ticket-transcripts.

See Auto-learn and Tips.

Proactive follow-ups (Plus/Enterprise)

Proactive follow-ups (Settings → Alerts & follow-ups) post a nudge in the ticket channel when an open ticket goes stale.

Reopen on negative CSAT creates a quality flag and can run automation when a user rates 👎 after close. Because the ticket channel is deleted on close, this does not reopen the original Discord channel — review flagged tickets in Settings → Quality flags or Insights.

Related: Commands, Escalation, Support ops, Settings.