# Welcome – TicketGenius Documentation TicketGenius is a feature-rich support ticket system for Discord, powered by AI. This documentation will guide you through the setup and usage of TicketGenius. {% hint style="info" %} Please read our guides before opening a ticket in our discord server, this will help us to focus on important bugs and real issues. {% endhint %}

# Getting Started Welcome to TicketGenius! This guide will help you get started with our feature-rich support ticket system for Discord. Follow the steps below to add TicketGenius to your server, and navigate through the documentation for detailed information on configuring panels, creating AI models, and more. ### Table of Contents * [Adding TicketGenius to Your Server](/discord-bot/installing-ticketgenius) * [Available Commands](/discord-bot/commands) * [Dashboard](/web-dashboard/dashboard) # Installing TicketGenius To add TicketGenius to your Discord server, follow these steps: 1. Visit the [TicketGenius Dashboard](https://dashboard.ticketgenius.ai/). 2. Click on the `Add Server` button.

3. You will be redirected to the Discord authorization page. Select the server you want to add TicketGenius to from the dropdown menu.

4. Click `Authorize` to grant TicketGenius the required permissions.

5. Complete the captcha to confirm you are human, and TicketGenius will be added to your server. # Commands Available commands TicketGenius offers a variety of Discord commands. * `/close` - Close a ticket * `/delete` - Delete a ticket * `/reopen` - Reopen a ticket * `/closerequest` - Request user to close the ticket * `/add` - Add a user to a ticket * `/remove` - Remove a user from a ticket * `/rename` - Rename a ticket * `/archive` - Archive a ticket * `/reset` - Reset the conversation with TicketGenius * `/help` - Display all available commands {% hint style="info" %} You will need to manage permissions to use those commands through the new Integration menu. You can add or remove specific roles from a command. {% endhint %} ### Manage command Permissions You can manage permissions for the TicketGenius commands by following these steps: 1. Go to your server settings and click on `Integrations`

2. Select your TicketGenius from the list of apps.

3. You will see a list of commands and ways to control access to them

{% hint style="info" %} Command permissions work similarly to channel permissions {% endhint %} # Dashboard

When you authenticate via Discord on our dashboard, you will be redirected to the dashboard page where you can easily overview your Discord servers where TicketGenius is already added. The dashboard allows you to: * **Overview your Discord** [**servers**](/web-dashboard/servers): See all the [servers](/web-dashboard/servers) where TicketGenius is installed. * **Add administrators**: Manage user permissions by adding or removing administrators. * **Configure** [**panels**](/web-dashboard/panels): Set up and customize [panels](/web-dashboard/panels) for organizing tickets and enhancing user experience. * **Create and manage** [**AI models**](/web-dashboard/ai-model): Manage [AI models](/web-dashboard/ai-model) for automated customer support, improving the efficiency of your support ticket system. # Servers

Click on a Discord server where TicketGenius is installed to be redirected to the specific server page. This overview shows all current administrators, panels, AI models, problems, and knowledge. ## Adding/Removing new TicketGenius administrators 1. Use the `Arrow` button at the right to open an overview from all members in your discord server. 2. You can easily add new admins via choosing the specific user or remove existing admins by clicking at the `x` next to their names. {% hint style="info" %} Admins can access all functions of TicketGenius, so be careful when assigning this role. {% endhint %} # Panels To create a new panel, simply click on the `New Panel` button in the Panels section. A new window will open, and you will be guided through the panel creation process. 1. Select the Discord server the panel is created for.

2. Name the panel (for internal usage) and set the maximum number of open tickets per user. If you set the maximum number to 0, users will be able to open an infinite number of tickets.

3. Please select a channel prefix. If set to `ticket`, new tickets will be named e.g. `ticket-1`. Additionally, select the parent category where the tickets will be moved once they are created. Then, choose a channel where the ticket transcripts will be sent (this is optional). Finally, select the staff role and decide whether or not to mention it when a new ticket is created or if a user is forwarded to a human support team member.

4. In this step, you will configure the main panel embed. You can customize your panel message and the `Create Ticket️` button.

5. Now you will configure the welcome embed, which will be the starting point for all new tickets.

6. The last step is optional. You can leave the [AI model](/web-dashboard/ai-model) field empty if you want to use TicketGenius as a basic ticket system without AI customer support. Alternatively, you can create an [AI model](/web-dashboard/ai-model) in this step or create it later. We highly recommend using our highly customizable AI for the best experience. You can also configure this later on.

# AI Model To create a new AI model, click on `+ New Model` in the Panels section. TicketGenius uses four main elements to support your customers: **Important Instructions**, **General Information**, **Problems**, and **Knowledge**. Each element serves a different purpose:

## Get to know each element ### **Important Instructions:** When setting up the AI model, you can establish general rules and behaviors. This involves providing guidelines on how the AI model should behave and what it should avoid doing. It is crucial to keep in mind that over time, you may observe certain behaviors that are not suitable for your customer support needs. Therefore, it is essential to regularly monitor and adjust the AI model's rules and behaviors to ensure the best customer support experience. For example, at SneakyTools, we used TicketGenius, which frequently directed customers to contact StockX or Alias support. To prevent this, we added the following rule: `Never ask a user to contact StockX, Alias, or any other company.` With ongoing usage, you can fine-tune the responses from your personalized AI model to make them perfect. If you need additional help, be sure to open a ticket in our Discord server. ### **General Information** This element is designed to provide your AI model with information about your product. You can explain what your product does, what features it offers, and more. Think of it as explaining to a random person what your product does. We recommend adding information such as supported operating systems, a brief explanation of your pricing models, and any other relevant details. By providing this information, your AI model will be better equipped to assist customers and answer their questions accurately. It can also reduce the need for human intervention, leading to more efficient customer support. ### **Problems** Problems are an efficient way to reduce the amount of manual ticket work required. Once created, you will need to define a problem and add the specific solution. When creating problems, it is essential to write in a specific format, such as `The customer wants to know where he can get his VAT invoice` as a problem and I`nstruct the customer to contact us via email at invoices@ticketgenius.com and include their name, address, and VAT ID` as a solution. It's crucial to note that the problem and solution should be written as guidelines for the AI model to follow, not as an exact answer to a specific ticket.

### **Knowledge** Knowledge is the final element that influences the response to a customer inquiry. It is accessed when a customer has a deeper question that is not defined as a problem or general information. To create a knowledge base, you can copy and paste each page of your current guides into a knowledge section and give it a name and source link. The name and link will be used to direct the user to the specific page in your documentation. Setting a link is optional By providing relevant knowledge, your AI model will be better equipped to handle complex customer inquiries and provide accurate responses. This can lead to faster resolution times and a better overall customer support experience.

# Discord Bot Frequent issues and solutions # Dashboard Frequent issues and solutions ### TicketGenius is missing permissions to send messages Make sure the TicketGenius role has permissions to send messages in the category / channel.