FAQ & troubleshooting

A player presses the button on your support panel, picks a category and fills in a short form. Tikkora opens a private thread or channel, pings the team for that category and, if the AI is on, it may ask for missing details or draft an answer. The first staff member to reply claims it. On close, staff get a transcript with notes, the player gets their own copy and a rating request. See Tickets.

The player who opened it, anyone added with /ticket add, and your support team. A category can have its own support roles, for example a separate billing team. Staff notes stay with the team and never appear in the player's transcript.

Support handles tickets, Staff can also approve learned solutions and stronger actions, and Management configures the bot and sees costs. Tiers come from your Discord roles and are checked live, in Discord and on the website. See Team roles & permissions.

For every new ticket it checks: is the AI on, does the category allow it, is there budget left, and does the ticket look like something a person should handle. Then the category's current stage decides: practising (staff only), drafting replies for staff to approve, or answering on its own. Even then, a reply that doesn't pass every check goes to staff first.

That depends on your tickets, not the calendar. By default a category needs 25 approved solutions before staff see real drafts, and 80% of its last 20 drafts approved before it may answer alone, and only if you set the category to Allow. Importing old tickets speeds this up. /ai shows exactly what each category still needs.

Run /ai in Discord. It shows whether it's on, its stage per category and what it needs to move up, what it did in the last 30 days (answered, handed to staff, practice answers, waiting for review), what it knows and how it's set up. Management also sees this month's spend. The support team can use it.

It says so and hands the ticket to your team instead of guessing. Players can also press Talk to a human at any time, and the AI steps aside as soon as a staff member claims the ticket.

When a ticket closes, it writes a short note on the problem and how your team solved it, with personal details removed. Once a Staff member approves it, that solution is used for future answers straight away. How often staff approve its drafts decides when it may do more. See How the AI works.

Websites and Discord channels are re-read once a day, or right away with /sources resync. When rules or payment pages change, the staff channel gets a summary of what changed. Files and written entries only change when you replace them.

Each tool gets Allow, Ask or Deny. Looking things up can run on its own; anything that changes something waits for a staff member with the right tier to approve it, and dangerous tools can never be allowed. Approvals and staff actions are noted in the ticket. See Integrations.

Every AI request is logged with what it costs you, tied to its ticket where there is one. /costs groups it by what the AI was doing: deciding (sorting and checking), writing (replies, questions, summaries) and searching your knowledge. Your plan includes some usage every month; anything above it is added to your invoice, unless a cap stops the AI first. See Plans & billing.

Only for the AI assistant. Tickets, staff notes, transcripts, ratings and the dashboard are free. Without a plan, tickets go straight to your team and /ai shows “needs a plan”.

Yes. The website and /config edit the same settings, and saving panel or branding changes updates the published panel. Every change is recorded in the audit log, wherever it was made.

Setup hasn’t been published, or the bot can’t create the ticket. Usually one of:

• /setup was never finished. Run it and press publish.
• Channel mode: the ticket category was deleted, is full (Discord allows 50 channels per category) or the bot lacks permissions there.
• Thread mode: the bot can’t create private threads in the support channel.

Players can have a limited number of open tickets (3 by default). Change it in Settings → Tickets, or close old tickets.

The bot can’t DM players who have DMs from server members turned off. The ticket still closes normally and the staff transcript is still posted. Also check that “DM the player their transcript” is on.

The category was turned off or removed after the player opened the panel or form. They can pick another one.

Ticket commands such as /ticket close only work inside a ticket, and every command only works inside a server, not in DMs. Discord can also limit where and by whom an app's commands are used: check Server Settings → Integrations → Tikkora.

Discord hides admin commands from members without Manage Server. Allow your Management role in Server Settings → Integrations → Tikkora, or use the web dashboard.

The bot needs View Channel, Send Messages, Embed Links and Mention Everyone (to ping roles) in the staff channel. With info gathering set to Gate, staff are only notified once the details are in.

Someone else owns the ticket. Ask them, or have them hand it over by talking in the ticket.

The bot needs the Change Nickname permission to use a custom name.

The setup or config session was closed or replaced. Run /setup or /config again; nothing was saved from the old session unless you published.

It steps aside on purpose in many cases. Check, in order:

• The AI is turned on, and the bot host has added an AI key.
• The ticket has a category, and that category isn’t set to Block.
• The category is still learning: it posts practice answers for staff only until it has enough approved solutions. /ai shows how many it needs.
• The category gathers details first, which replaces answering.
• The classifier thought the ticket needs a human.
• The server has no plan, or its monthly cap is reached.
• Someone claimed the ticket, or the player pressed Talk to a human.

Answering on its own needs enough reviewed drafts with a high enough approval rate. Even then, each reply must pass the checks; answers that quote rules or payment terms always go to staff. The review card says why.

Approving solutions needs the Staff tier, because they shape future answers.

Try /sources test with the player’s question. If nothing relevant shows up, add a source that answers it or approve more solutions.

You see servers where the bot is installed and you have a support role or Manage Server. Check that your role is set in Settings → Team & roles (or /config).

Exports are sent by Discord DM, so allow DMs from server members. Only one export runs per server at a time. If it fails, the bot DMs you to try again later.

Those pages need the Management tier. See Team roles & permissions.