Troubleshooting

Fixes for the most common issues. Within each section, work through the steps in order.

Bot is not replying in a ticket

Check in this order:

1. Staff reply guards — has a staff member replied within the cooldown or newest-message window? Lower Staff reply cooldown or Recent message count, or change Combine guards with from OR to AND in Settings.
2. Already escalated — is the ticket marked for staff? If a human is expected, reply in the channel instead of waiting for the bot.
3. Billing — open Billing for the server. Are you hitting hourly AI rate limits or out of embedding allowance? Monthly direct AI usage is tracked but not a hard monthly stop — see Billing.
4. Permissions — does the bot have Send Messages and Read Message History in the ticket channel and the start channel?
5. Business hours — are you outside your configured hours with "skip AI" enabled?
6. Content — test the exact question in Playground. If there is no good answer, add or improve the relevant doc or tip.

/ogma autoconfig or /ogma-config setup fails

Error or message	Likely cause	Fix
Need Manage Server	You are not an admin on the Discord server	Run the command with a user who has Manage Server
Missing Manage Channels (or other permissions)	The bot role is missing permissions	Server Settings → Roles → Ogma → enable the permissions listed in the error, then run the command again
No enabled ticket types	No ticket types are enabled (dashboard path)	Enable at least one type in Settings, save, then run /ogma autoconfig — or use /ogma-config setup in Discord instead
Category full	Discord category has too many channels (max 50)	Remove unused channels or pick a different category

After fixing, run /ogma-config setup, /ogma-config link, or /ogma autoconfig again (whichever you used for setup).

See the setup guide for step-by-step instructions.

/ogma-config link found no channels

• Your channel names may not match common patterns (#support, #ticket-transcripts, etc.).
• Fix: run /ogma-config setup to create channels, or use the dashboard Settings → Channels → Use channels this server already has to map them manually, or rename channels to match common names and run /ogma-config link again.

Ticket panel is missing or buttons do not appear

• Run /ogma-config view and follow the “Get started” or “Finish setup” steps shown.
• If you used the dashboard, save Settings and run /ogma autoconfig.
• Confirm the bot can send messages in the start channel (check channel permissions and category overwrites).
• Look for the panel message from Ogma; if it is missing, setup may have failed — check for permission errors when you ran setup.

A URL source will not sync

• The page must be publicly crawlable without a login.
• Check the row status on the Knowledge page for the specific error.
• Some sites require special headers or block common crawlers; hosting a mirror or exporting the content and uploading it can be more reliable.

Free plans refresh at least every 24 hours; Plus and Enterprise allow shorter minimum intervals (see Knowledge).

A web scraper source will not sync

Web scraper sources use a signed POST to your URL, not a public GET. See Knowledge → Web scraper.

• Confirm your handler accepts POST with Content-Type: application/json.
• Verify Authorization: Bearer <signing-secret> and X-Ogma-Signature using the same rules as Agentic tools.
• Use the guild signing secret from Agentic tools (Ogma creates one automatically when you first import a scraper with signing enabled).
• Return HTML or plain text with HTTP 2xx and non-empty readable content.
• Check the source detail view on Knowledge for the exact error message, then Update now after fixing your endpoint.

"User already has an open ticket"

By default only one open ticket is allowed per user per type. Options:

• Close the existing ticket with /close.
• Increase or remove the per-user limit for that type in Settings, then re-run /ogma autoconfig if you changed categories.
• Ask the user to use a different type if appropriate.

Auto-learn is not creating tips

Requirements:

• Auto-learn must be enabled in Settings.
• A staff member must have sent at least one message in the ticket.
• The conversation must be long enough (very short threads are skipped).

If those are met and you still see nothing:

• Check the learned-tips channel for recent summaries (with Remove from knowledge base if needed).
• Look at the ticket in the dashboard to see if a tip was proposed and perhaps removed.
• Confirm that the close was performed by staff (owner-only closes may not trigger learning).

Team members cannot see the server in the dashboard

• They must have accepted the team invite sent to their email, or been added by Discord ID.
• They must sign in with the Discord account that received the invite.
• They must be a team member for that specific server (or have Manage Server / a configured staff role).

Dashboard access is separate from Discord permissions. They still need Manage Server on the Discord server to run /ogma autoconfig.

Cannot sign in or switch servers

• Use the Discord account that has Manage Server on the server you want to manage.
• If you were invited to a server's team, open the invite link from the email first, then sign in.
• Clear any workspace or account switcher state and try again.

Need more help

Use the Feedback link in the dashboard header, or email support@ogma.gg. Ogma support is available 10am–5pm, Monday–Friday.

For product questions, recent tickets and Playground sessions are usually the best clues for what to document next.