FAQ

How do I set up Ogma from scratch?

Follow the setup guide. It is written for complete beginners.

• New server: run /ogma-config setup in Discord (one form, done).
• Existing support channels: run /ogma-config link in Discord.
• Prefer the website: configure in dashboard Settings, then run /ogma autoconfig in Discord.

You do not need the dashboard to get started.

What is Ogma?

AI support for Discord. Users open private ticket channels from a panel. Ogma replies from your documentation and learned tips. When it cannot help, it escalates to staff. Your team works in Discord; you configure and review in the dashboard.

Do users need anything besides Discord?

No. All support interactions happen in Discord. The dashboard is only for your team.

How do I test what Ogma will answer?

Use Playground on the Knowledge page. Type questions the way your users do. You will see the exact answer and which content was used.

Do not rely on /ogma askgpt for this. It ignores your knowledge base.

Why did Ogma not reply in a ticket?

Common causes:

• A staff member sent a message recently and the cooldown is still active.
• The ticket has already escalated and staff are expected to handle it.
• Hourly AI rate limits were hit (per guild, channel, or user).
• The bot does not have permission to send messages in that channel.
• Business hours are configured to skip AI outside your support window.

Check Insights, the ticket transcript, and Billing usage. Test the same question in Playground.

Can a user have more than one open ticket?

By default, one open ticket per user per ticket type. You can increase or remove this limit per type in Settings.

How often do URL sources refresh?

Minimum and default refresh intervals depend on plan (you can set a custom interval per source within the minimum):

Plan	Minimum interval	Default for new URL sources	Max sources
Free	24 hours	24 hours	1
Plus	1 hour	3 hours	5
Enterprise	15 minutes	1 hour	50

See Knowledge.

What happens when I hit a limit?

Behavior depends on your plan and meter:

• Free — indexing: new uploads, pastes, and URL syncs blocked when embedding allowance is exhausted.
• Free — direct AI questions: Playground and /ask count toward the monthly quota; enforced mainly through hourly rate limits, not a hard monthly stop.
• Plus & Enterprise — direct AI questions: Playground and /ask usage beyond included is overage billed at £0.10 per question (hourly rate limits still apply).
• Plus & Enterprise — indexing: still hard-blocked when embedding allowance is exhausted — no pay-as-you-go ingest path today.

Limits reset each billing period (calendar month on Free; Stripe subscription period on paid plans). During a free trial, overage is still charged when you exceed included amounts — the trial waives the plan fee only.

See Billing.

Is billing per server?

Yes. Each Discord server has its own plan and monthly quotas for metered usage (direct AI questions, embeddings, and similar). Knowledge, tickets, tips, and settings are isolated per server. Support tickets are unlimited on every plan, including Free.

See Billing.

What is zero-access encryption?

Enterprise includes optional encryption at rest with your KMS key that blocks Ogma operators from reading your ticket and knowledge content in platform admin. Your team’s dashboard and Discord experience stay the same.

It is enabled during Enterprise setup (contact sales). See Zero-access encryption for setup requirements and what is encrypted.

Where do transcripts go?

On /close, a transcript is posted to your ticket-transcripts channel (except lockdown closes) and is available in the dashboard under Tickets. Retention is controlled under Settings → Data & retention or Data & retention.

Can staff add someone to a ticket?

Yes. Use /add user:@someone in the ticket channel. The ticket owner or a member with a configured staff role can add people. Only configured staff roles can remove with /remove (Manage Channels alone is not enough for /remove).

Do I need to run autoconfig after every setting change?

• First-time setup in Discord: /ogma-config setup or /ogma-config link applies everything — no separate autoconfig step.
• Changes in the dashboard: run /ogma autoconfig when you change ticket types, staff roles, categories, or management channels.
• Other settings (cooldown, voice, auto-learn, support ops, inactivity, AI model version) take effect without autoconfig.

What is the staff queue?

The Staff queue in the dashboard lists open tickets for triage — filter by unclaimed, yours, escalated, or awaiting staff/customer. Claim tickets from the queue or with /claim in Discord. See Tickets → Staff queue.

What is support ops?

On Plus and Enterprise, support ops adds auto-assignment, SLAs, macros, webhooks, manager alerts, proactive follow-ups, quality flags, and automation rules. See Support ops.

What is AI model version?

Ogma ships production AI flows — bundled model choices, reasoning settings, and reply behavior. In Settings → AI model version you can see which flow your server uses and upgrade when a newer production version is available.

• Upgrades apply to new ticket conversations only.
• If you pick a version explicitly, your server is pinned and will not auto-follow platform default changes until you upgrade again.
• When a newer version exists, billing managers see a dashboard banner with a link to review the changelog.

See Settings → AI model version.

What is ticket lockdown?

Management roles can run /lockdown to restrict a sensitive ticket so only the customer and management see the Discord channel. Regular staff lose access until /unlock. Closed lockdown tickets stay management-only in the dashboard. See Commands.

Where is the Discord command list in the dashboard?

Open Discord commands in the sidebar for a searchable list filtered to commands your account can run, with options and availability badges. The docs site has the same reference at Commands.

Does the free trial cover overage?

No. The Plus 14-day trial waives the monthly subscription fee only. Usage beyond included limits during the trial is still billed as overage. The dashboard shows warnings before billable actions. See Billing → Free trial and overage.

How do I export tickets or audit logs?

Use Settings → Data & retention (or the link from Tickets) for transcript retention and audit log export (Plus/Enterprise). Ticket transcript export is available from the Tickets page by date range — all plans. See Data & retention.

What are background jobs?

Long-running work such as tip backfill (batch learning from transcripts) and URL sync appears on Background jobs with progress and status. See Background jobs.