AI Features Overview
What TicketCord's AI features do, where to turn them on, which plan each one needs, and how tokens work
TicketCord's AI features answer questions from your own documentation, sort and prioritize tickets, translate conversations, and warn your team when a customer is upset. Each feature is switched on separately per server, so you can start with one and add more when you are ready. This page is for the server admin who sets them up.
AI features require a Pro or Enterprise plan on the bot owner's account. Auto-Route, AI Translation for tickets, and the sentiment journey are Enterprise only. The 14-day signup trial runs as Enterprise with a one-time allowance of 1,000,000 tokens. View pricing
Available AI features
Answers questions in tickets from your documentation, Discord channels, text files, and GitHub, and learns new answers from closed tickets.
Moves new tickets to the right category based on routing rules you write in plain language.
Sets Low, Medium, High, or Urgent on new tickets and adds a priority emoji to the channel name.
Posts a card in your logs channel when a new ticket repeats or relates to a recent one.
Translates messages between the customer's language and your staff language.
Pings a role when a customer sounds angry, frustrated, upset, or confused.
Manage tickets and the Knowledge Base from an AI coding tool over MCP.
The name your AI uses when it answers in Discord, and what it can and cannot do.
The Conversation tab also holds three smaller features that share the same settings pattern: AI Triage Card (a staff-only summary of what the customer needs, their mood, urgency, and a recommended queue), No Hello Detection (replies to greeting-only messages and asks for details), and AI Help for Staff (an AI Help button on the ticket welcome message that drafts a reply for staff to review). All three are Pro and higher.
Where the settings live
Open the server
Go to Dashboard → Bots, pick your bot, open Servers, and pick the server.
Open AI & Knowledge
The AI & Knowledge group has two pages: AI Features and Knowledge Base.
Pick a tab on AI Features
The page has four tabs: General, Conversation, Auto-Route, and AI Translation. Tone Detection, Priority Detection, AI Triage Card, Duplicate Detection, No Hello Detection, and AI Help for Staff are all on the Conversation tab. The Knowledge Base has its own page with the tabs Sources, Answering, Auto support, Learning, Staff Q&A, and Analytics.
Turn on the master switch
On General, switch on Enable AI Features. Until you do, the other tabs show "AI is disabled" and nothing runs. Then open the tab of the feature you want and switch that feature on as well.
Save
Each feature card has Edit, Save All, and Cancel. Changes are not applied until you save, and the page asks you to save before switching to another feature.
General tab settings
These settings apply to every AI feature on the server.
| Setting | Options | Default | What it does |
|---|---|---|---|
| Enable AI Features | On, Off | Off | Master switch. Off stops every AI feature on this server. |
| Content Mode | Full, Standard, Minimal | Standard | How much of each message is sent for analysis. Full sends complete content including formatting. Minimal sends only the essential text and uses the fewest tokens. |
| AI Model | Lite, Premium | Lite | Premium gives better accuracy and each AI response costs 2x your token quota. Changing it takes effect immediately for new requests. |
| User Token Limits | On, Off; a token amount; per Day, Week, Month, or Year | Off | Caps how many AI tokens each ticket creator can use. Staff are always exempt. When a user reaches the limit they are told, and AI features stay off for them until the next period. The bot owner can reset one user or all users. |
What happens
Every feature follows the same pattern:
- Something happens in a ticket: it is created, or the customer sends a message.
- The bot waits for the feature's delay so it can read follow-up messages together. Most features wait 30 seconds by default; the Knowledge Base waits 10 seconds.
- The AI reads the conversation and makes a decision with a confidence score.
- If the confidence is above the feature's threshold, the action runs: an answer is posted, the ticket is moved, the channel is renamed, or a card is posted to your logs channel.
- Where a feature has feedback (Knowledge Base votes, learning from closed tickets), your team's input improves later answers.
Several features report to the logs channel you chose during /setup. If no logs channel is configured, priority cards, duplicate cards, tone alerts, and learning notifications are not posted, but the feature itself still runs.
AI tokens
Tokens are the budget every AI feature draws from. Each plan includes a monthly allowance:
| Plan | Tokens per month |
|---|---|
| Free | 0 (no AI access) |
| Basic | 0 (no AI access) |
| Pro | 10,000,000 |
| Enterprise | 30,000,000 |
- Usage resets with your billing period. Open Analytics → AI Usage in the dashboard sidebar to see tokens used, the reset date, the daily average, and a projection for the period.
- Need more? Token packages of 10M, 20M, or 50M tokens are available from the billing pages, and Enterprise triples the monthly allowance.
- The dashboard shows an estimate of roughly 700 tokens per priority analysis. Other features depend on message length, the Content Mode, and the AI Model tier, so the AI Usage page is the reliable place to see real consumption.
- On the signup trial, AI features pause when the 1,000,000-token trial allowance is used up. Upgrading restores the full monthly allowance.
Limits and gotchas
The plan check uses the bot owner's plan, not the plan of the dashboard staff member changing settings. If the owner downgrades, AI features stop even though the switches still look on.
Enabling Premium in AI Model doubles the token cost of every AI response on the server. Check AI Usage a few days after switching.
- Every AI feature respects the AI User Blacklist on the Knowledge Base Answering tab: users on it never receive AI suggestions in tickets they create. The list holds up to 500 Discord user IDs.
- Respond Outside Business Hours Only on the Knowledge Base needs business hours, which are an Enterprise feature.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| Every AI tab says "AI is disabled" | The master switch on General is off | Switch on Enable AI Features and save |
| A feature shows a Pro+ or Enterprise pill and cannot be edited | The bot owner's plan is below the feature's requirement | Upgrade the owner's plan; dashboard staff cannot unlock it |
| Features are on but nothing happens | The owner's monthly tokens are used up, or the trial allowance is exhausted | Check Analytics → AI Usage; wait for the reset or add a token package |
| A ticket creator gets no AI answers but others do | They hit their User Token Limit or are on the AI User Blacklist | Reset the user on General → User Token Limits, or remove them from the blacklist |
| Cards never appear in the logs channel | No logs channel is configured, or the bot cannot post there | Set a logs channel with /setup and give the bot View Channel and Send Messages in it |
| The bot replies with TC014 | The action needs a higher plan | See TC014 |
Common questions
Do I need to turn on every AI feature? No. Each feature has its own switch. A common start is the Knowledge Base alone, then Priority Detection once you trust the answers.
Can dashboard staff change AI settings? Yes, if they have dashboard access, except for owner-only actions: adding text sources, connecting GitHub, status page integrations, and resetting user token usage.
Do AI features work on the Free or Basic plan? No. Both plans have no AI access and 0 tokens. Pro and Enterprise include AI. The signup trial gives Enterprise access for 14 days.
Which features are Enterprise only? Auto-Route, AI Translation for tickets, and the sentiment journey shown in the dashboard. ModMail translation is available from Pro.
Where do I see how many tokens I have left? Analytics → AI Usage in the dashboard sidebar. It shows the allocation, tokens used, the reset date, and the projected total for the period.
What happens when tokens run out? AI features pause until the next billing period or until you add a token package. Tickets keep working normally without AI.
Does the AI read every message? Only messages in tickets on servers where a feature is switched on, and only as much as the Content Mode allows. Staff messages are used to decide when the AI should stay quiet and, for learning, which answers were correct.
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