Everything Ogma does for Discord support

Ticketing, an AI agent that answers from your own knowledge, and a staff dashboard to run it all — 34 capabilities across support, knowledge and platform.

Support automation

Handle requests in Discord with AI that gets smarter over time.

Private ticket channels: Each request gets its own channel with status tracking and a clear path from open to resolved.
Instant repeat answers: Ogma recognizes questions it has seen before and responds immediately from your growing knowledge base.
Auto-learn from every ticket: Resolved conversations become reusable tips automatically, so the same question never costs your team twice.
Human escalation: Users request staff when AI is not enough. Ogma pauses auto-replies and notifies your team in Discord.
Discord bot: Add Ogma to your server to open tickets, reply with AI, and run /ogma commands for setup and configuration.
Custom ticket types: Create support queues for billing, bugs, general help, and more — each with its own panel button and limits.
Business hours: Set your support window and timezone. Optionally pause AI replies outside hours while tickets stay open.
Post-close ratings: Ticket creators rate each resolution so you know what's working and where knowledge gaps remain.
Ticket lockdown: Restrict sensitive tickets to management staff. Regular support loses Discord channel access until lockdown is lifted, and closed tickets stay restricted in the dashboard.
Ticket claiming: Staff claim tickets with /claim so ownership is always clear, and release them for a teammate with /unclaim.
Staff assist: Suggested replies and one-command AI summaries inside the ticket, so staff answer faster without leaving Discord.
Macros: Canned responses your staff post with /macro — write them once in Settings, reuse them in every ticket.
Routing & SLA: Auto-assign tickets to the right people and hold the queue to first-response and resolution targets.
Automation rules: Run actions when tickets match triggers you define — up to 25 rules per server, applied as tickets are created and updated.
Alerts & follow-ups: Manager alerts when the queue slips, and proactive nudges on tickets that went quiet before they turn into complaints.

Knowledge & history

Seed, learn, and retain the answers your community needs.

Knowledge base: Upload files, paste text, or sync URLs. Content is vectorized and searched whenever Ogma answers a question.
Knowledge playground: Test questions exactly as users ask them. See the answer and which docs or tips Ogma would use.
Agentic tools: Connect webhooks so Ogma can look up orders, accounts, or live status from your own systems during tickets.
Learned tips: Review tips extracted from resolved tickets. Edit or remove entries to keep your knowledge base accurate.
Transcript archive: Full conversation history stored securely with configurable retention and automatic cleanup.
MCP servers: Connect remote Model Context Protocol servers over HTTPS to give the bot guild-specific tools, with per-server credentials and a tool allowlist.
Background jobs: Batch tip learning and scheduled URL re-syncs run as tracked jobs with progress you can leave and come back to.

Dashboard & billing

Configure servers, manage teams, and track usage from the web.

Staff web dashboard: Review what Ogma has learned, browse tickets and message history, and curate your knowledge base in one place.
Server insights: Track deflection rate, top questions, escalation trends, and knowledge gaps to improve support over time.
Voice & tone: Shape how Ogma sounds — formal, friendly, concise, or custom — with an optional AI prompt builder.
Full at-rest encryption: Encrypt tickets, knowledge, transcripts, and Discord IDs at rest with keys in your own KMS. Ogma operators cannot read your data. Available on Enterprise.
Guild settings: Configure support channels, staff roles, auto-learn behavior, cooldowns, and deployment presets per server.
Per-server team: Invite teammates to manage billing, settings, and support for each Discord server.
Billing & plans: Subscribe to Free, Plus, or Enterprise. Track tickets, direct AI questions (Playground, /ask), and embedding usage with optional overage billing.
AI model pinning: Pick the AI model version your server runs, or follow the platform default — with per-model token rates published up front.
Public API: Key-authenticated HTTP API with per-key scopes for building ticket panels, CRM integrations, and custom dashboards.
Webhooks: Send ticket and SLA events to your own HTTPS endpoints as they happen.
Data & retention: Choose how long closed-ticket transcripts are kept — 30 days to unlimited — and export support history for compliance or backup.
Zero-access encryption: Enterprise option that wraps your data in your own KMS keys, so Ogma operators can't read ticket content, transcripts, or knowledge.