Features

AI first contact, panels, subjects, intake, RBAC, knowledge base, analytics, and Stripe billing — all from the dashboard.

AI first contact

AI replies after intake (or without) using your knowledge base and custom prompts. Pause or resume AI per ticket; force handoff to staff when needed.

Ticket panels

Embed + buttons in any channel; each button opens a ticket with a subject. Panels sync from the API; the bot posts and updates them.

Templates & intake

Per-subject: channel name pattern (e.g. ticket-{number}), mention roles, AI prompt, header embed (Close / Claim / Escalate). Intake: short_text, long_text, select, multi_select, number, boolean.

RBAC

Map Discord roles to permissions: tickets.create, view.own, view.all, manage, assign, close, ai.pause, ai.resume, ai.force_handoff, settings.manage, billing.manage. Cached in Redis (60s TTL).

Knowledge base

Articles attached to your server. The worker sends them (title + content) to the AI context when generating replies. CRUD from the dashboard.

Analytics

Guild analytics: volume, closure rate, AI vs staff resolution, by subject (pie/bar charts). Staff analytics on higher tiers: per-user responses, claims, closes, first response time, rankings. AI usage: tokens, requests, utilization vs daily cap. Retention varies by plan.

Billing

Stripe Checkout, webhooks, subscription view and cancel. Multiple plans available. Schedule a downgrade; cancel planned downgrade from the dashboard.