Smart Ticket

Smart Ticket

Most support tickets are a question somebody on your server has already answered. Smart Ticket searches those answers first, and only opens a channel when the question is genuinely new.

Nothing is generated. There is no language model anywhere in this bot. Every reply is an entry a person on your server wrote, sent back word for word. It cannot invent an answer, it cannot get one subtly wrong, and the questions your members ask never leave our hardware.

How a ticket starts

1. A member picks a category on your panel
2. They fill in a short form — the fields are yours to define
3. The search runs on what they typed, usually in well under 150 ms
4. If something matches, they see it privately, with That helped · Open a ticket anyway · Search again
5. A channel is created only if nothing matched, or they say it did not help

Your team never sees the ones that answered themselves.

How the search works

normalise → rules → full text → typos → meaning → fusion

• Normalisation — markup stripped, umlauts folded both ways (ü becomes both u and ue, both indexed), stopwords removed, synonyms expanded in both directions including multi-word phrases
• Rules — trigger keywords and an optional regex, so you can force a match where the search is demonstrably wrong
• Full text — PostgreSQL, with per-concept coverage, so a long question cannot match on one common word
• Typos — trigram similarity. "how do i cancle my subscrition" still finds it
• Meaning — a small multilingual embedding model, running locally on our own machine. It finds "I want to stop paying" for "How do I cancel my subscription?" — a pair with no word in common
• Fusion — weighted, and every sub-score is kept

Every decision, with every score, is recorded. The dashboard shows you exactly why something matched, and a playground runs the identical code the bot runs — so you can test a phrasing before your members do.

It tells you what is missing

Every question the search could not answer is recorded with a count and merged across phrasings. That list is how your knowledge base gets written: you are never guessing what to document next.

It learns from your team

When a trainer closes a ticket, the bot offers the answer they just wrote as a pre-filled draft. It goes to a review queue, near-duplicates are caught before they can compete with the original, and once approved the same question is answered automatically the next time it is asked.

Guided flows

For problems that need a follow-up question before they can be answered. Branching, a back button, and endpoints that either give an answer or hand over to a human. The path is fixed, so the destination cannot be wrong.

Everything else

• Claim and release, priority, add and remove people, rename, hand a ticket to somebody else
• Transcripts rendered from stored messages, so they still work after the channel is deleted
• A DM with the transcript and a rating request when a ticket closes
• Canned responses
• Blacklist and cooldowns for people who open tickets faster than anyone can close them
• A full audit log of every dashboard change, with a field-level diff
• Staff and trainer roles, per category if you want

Setup

1. Invite the bot
2. Open the dashboard and sign in with Discord — you need Manage Server
3. Create a category, write your first few answers, and send the panel

/setup does the same thing from inside Discord if you would rather not leave it.

Commands

For everybody

• /faq — Search the answers this server has written down
• /ticket — Open a ticket

Inside a ticket

• /close — Close this ticket
• /claim · /unclaim — Take responsibility for a ticket, or release it
• /priority — Change this ticket's priority
• /add · /remove — Add or remove somebody
• /rename — Rename the channel
• /transfer — Hand this ticket to somebody else
• /transcript — Get a link to the transcript
• /answer — Post a saved answer or canned response

Running the bot

• /kb — Manage the knowledge base
• /synonym — Teach the search that two words mean the same thing
• /search — Inspect what the matching engine does with a question
• /trainer — Manage who may write knowledge base entries
• /panel — Manage the ticket panel
• /blacklist — Stop somebody opening tickets
• /stats — How the bot is doing
• /setup — Configure the bot from inside Discord

Right-click menus

• Learn as answer — turn any message into a knowledge base entry
• Open a ticket with this member

Data

Tickets, the messages inside them, and questions the search could not answer. Nothing else, and nothing is sold or shared. Transcripts are deleted after 90 days by default, and you can change that per server. Everything runs on our own hardware rather than a cloud provider.

Dashboard: https://smart-ticket-bot.vercel.app