Launch checklist

Use this before you tell your community that Ogma support is live.

Tick each box in order. If you used Path 1 or Path 2 from the setup guide, most of the Discord items are already done.

1. Bot is in your server

Run /ogma-config view in Discord. It should show that support is linked and ready.

[ ] A start channel exists (for example #start-support) with a ticket panel (buttons from Ogma)
[ ] At least one ticket type is enabled
[ ] Staff channels exist or are linked: #ticket-transcripts, #staff-review, #learned-tips
[ ] Each enabled ticket type has a category for new ticket channels

How you got here (check one):

If anything is missing: see Setup guide or Troubleshooting. The dashboard Overview checklist shows the same gaps with quick-fix links.

[ ] At least one staff role is set (in the setup form or dashboard Settings → Team & access)
[ ] Real support staff have that role on Discord
[ ] Staff know tickets are private channels and replies happen there
[ ] Management roles assigned if you plan to use /lockdown on sensitive tickets

[ ] You added FAQs, policies, or guides in dashboard Knowledge (or used /ingest for quick notes)
[ ] You tested several real questions in Playground and the answers look good
[ ] You know how to add or update content later (upload, paste, or URL)
[ ] No sync errors on URL sources (check Overview health or Knowledge source health)

Use an account without a staff role (a second account or a friend):

[ ] Join an escalated or open ticket
[ ] Reply in the channel — Ogma should pause while staff are active (cooldown)
[ ] Claim the ticket from the dashboard queue or /claim in Discord
[ ] Run /close in the ticket channel (requires Manage Channels on your Discord account)
[ ] A transcript appears in #ticket-transcripts
[ ] The user receives a rating DM (👍 / 👎 / Skip)

[ ] Staff know to run /close when a ticket is resolved
[ ] Staff know where escalations appear (#staff-review) and where auto-learn summaries appear (#learned-tips, with remove if needed)
[ ] Staff know about the Discord commands page in the dashboard (searchable command reference)
[ ] You told users where to open tickets (for example: “Go to #start-support and click a button”)

[ ] Auto-learn is on (or you plan to maintain knowledge manually)
[ ] Business hours are set if you want different behavior outside support hours (Settings)
[ ] AI model version reviewed if a dashboard upgrade banner is showing (Settings → AI model version)
[ ] Transcript retention matches your policy (Data & retention)
[ ] Usage alerts configured under Settings → Notifications
[ ] On Plus/Enterprise: Support ops configured (assignment, SLAs, or macros) — see Support ops
[ ] You reviewed Insights after a few real tickets

When every box in sections 1–7 is checked, you are ready to announce support.

Need help? Troubleshooting · FAQ