Atlas handles routine Discord support on its own.
On Pro and Enterprise, Atlas answers members directly in tickets and selected public help channels, learns from eligible staff-solved conversations, and hands over when a person is needed. Private AI Help drafts are also available. Free and Basic provide ticketing without AI.
No card required. After 14 days the account moves to Free, which shows TicketCord branding, unless you pick a plan. Basic and up remove the branding.
Checked:
Methodology: Plan availability and allowances come from the same entitlement data the product enforces. Each mode, setting name and bot message on this page was checked against the public docs and the bot's current behavior.
Limitations: AI output can be wrong or incomplete. Atlas uses your support content for product-specific answers and can also answer general technical questions when enabled. General-knowledge-only answers are labelled; knowledge-base answers include source references. Atlas does not perform external account changes. AI answers carry an AI notice.
Let Atlas answer. Keep your team within reach.
Ticket answers and Auto Support reply directly to members. AI Help is a separate private drafting tool for staff. Auto Support needs ticket answers enabled to answer in public threads; with ticket answers off, those threads only hand off to staff.
- 01
Automatic answers inside tickets
Atlas reads a member's question and replies directly in the ticket, without waiting for staff approval. Answers using knowledge-base material include source references, and AI answers carry an AI notice.
- Where
- Ticket channels and private thread tickets
- Staff control
- Atlas stays quiet while staff are typing or replied in the last 5 minutes, and with Stay quiet once staff reply on it stops for good after the first staff reply. When Atlas has no answer, the customer gets a Talk to Staff button.
- Setting
- AI assistant → Atlas → Answer questions in tickets
- 02
Auto Support in selected public channels
When a member posts a question in one of those channels, the bot opens a public thread on that message and answers inside it from the same knowledge base. The thread can offer Open ticket and Mark resolved buttons, and inactive threads are archived after the time you set.
- Where
- Only the public channels you select
- Staff control
- Once a staff member replies in a thread, Atlas stops answering there. If the member opens a ticket from the thread, AI stays silent in that ticket by default because it already tried.
- Setting
- AI assistant → Atlas → Answer in public help channels
- 03
AI Help drafts for staff review
Switch on AI Help drafts and new tickets get an AI Help button in their welcome message. When a staff member presses it, Atlas reads the ticket, searches your sources and returns a draft that only that staff member can see, with a Sources list when knowledge-base content was used.
- Where
- A private message only the requesting staff member sees
- Staff control
- Nothing reaches the customer until the staff member presses Send Now or Edit & Send. Try Again asks for a new draft.
- Setting
- AI assistant → Atlas → AI Help drafts
What needs to be in place.
- A Pro or Enterprise plan on the bot owner's account. Free and Basic do not include AI.
- The Atlas switch on for the server, Answer questions in tickets on for answers, and the separate cards for AI Help drafts and Answer in public help channels if you use them.
- Provide your support content through Ready sources, saved answers and server instructions. Review the settings for searching past Discord conversations and answering general technical questions. If Atlas cannot help, it offers a path to staff.
- For Auto Support, the public support channels it should watch. It does not act in any other channel.
- The Message Content Intent turned on for your bot in the Discord developer portal, which TicketCord needs to read messages.
Handoff and learning-only behavior.
A path to a person when Atlas cannot help
When Atlas lacks enough information, it offers Talk to Staff. It hands over when the member asks for a person or when its answer calls for staff to take over. A hand-over card stays in the ticket, and Ping staff roles on hand-over can notify your staff roles.
Escalated tickets stay with people
After a hand-over, Atlas stays out of that ticket for the time set in When Atlas can't help: 7 days by default, or the rest of the ticket if you choose.
Auto Support that only learns
With Learn only, don't answer on, Atlas never answers in Auto Support threads. It posts one message saying a team member will reply, keeps the Open ticket and Mark resolved buttons, and learns from the human conversation when the thread closes.
Handoff only when there is nothing to answer from
If Answer questions in tickets is off, or there is nothing to answer from (no Ready source, no approved Q&A and Answer general tech questions off), Auto Support threads still open and behave the same way, without an AI answer. Nothing is learned while Answer questions in tickets is off.
See an answer and a handoff on a test server.
This is a setup you can repeat, not a customer transcript. Fixed bot text is shown word for word; the answer itself depends on your source, so it appears as a placeholder.
Steps
Add a file with your refund policy as a source, for example a .txt, .md, or .docx file. Wait until the source shows Ready and its Q&A entries are created.
Open a test ticket from an account without staff roles and ask how refunds work.
In the same ticket, ask about something the file does not cover, then press Talk to Staff.
How do refunds work?
[An answer written from your refund policy]
Source: [your file title]
Generated by AI. Staff can verify important details.
Can I move my rank to another account?
I don't have enough knowledge base information to answer that. Use the button below to request staff help.
Talk to StaffA staff member has been notified and will be with you shortly!
- The source line appears when the answer came from one of your sources. The AI notice is always shown.
- When Atlas can name the missing topic, the reply names it instead of using the generic sentence.
Evaluate AI before enabling automatic replies
Use a test server and non-sensitive examples. Repeat the applicable checks for each enabled mode and customer language. Record the date, settings, actual result and transcript link; these are test criteria, not a claim that every run passes.
| Test | Expected result |
|---|---|
| Known answer | Ask a question covered by an approved source. Check the answer against that source. |
| Unknown answer | Automatic replies: ask about an undocumented policy and check for a clear limitation and staff handoff. AI Help: check that the private draft flags missing information for staff review instead of inventing details. |
| Staff takeover | Turn on Stay quiet once staff reply, then have staff reply. Check that automatic replies stop; AI Help drafts must wait for staff to send. |
| Source visibility | Ask a question your sources cover in a ticket. Check the cited source supports the answer; inspect the Sources list on a grounded AI Help draft. |
| Learning review | Use a fictional resolved ticket. Inspect the learned Q&A, its review status and removal controls before trusting it in new answers. |
Monthly AI capacity by plan.
Source slots and tokens are separate limits. Sources cap how many knowledge sources each server can connect; tokens are the bot owner's monthly AI allowance, shared by every Atlas mode. Pro can crawl up to 100 pages per website source, while Enterprise can crawl up to 500. GitHub repository sources are Enterprise only. Additional tokens can be purchased or the account can move to another plan.
Up to 2 knowledge-base sources.
Up to 15 knowledge-base sources.
Your team solves it once. Atlas learns for next time.
With learning enabled, Atlas turns eligible staff answers from closed tickets into reusable Q&A. Add automatically publishes confident entries within daily limits; uncertain entries and entries flagged for possible personal data wait for review. Ask me first holds every new entry for approval. New knowledge bases default to Add automatically; saved Off settings stay off.
Confident entries go live
With Add automatically, confident entries become available for answers, up to 50 a day. If an alerts or logs channel is configured and Post each new answer in the alerts channel is on, each gets a card with an Undo button.
The rest wait for review
With Ask me first every entry waits. With Add automatically, uncertain entries and entries flagged for possible personal data wait for review. They appear as Waiting in Staff Q&A until approved. With an alerts or logs channel configured, staff can approve, edit or reject from Discord.
Auto Support threads follow the same choice
Resolved or archived Auto Support threads are learned from under the same Learning choice, and always while Learn only, don't answer is on. Only the asker's and staff members' messages are used, and threads without a staff reply are skipped.
Fix answers directly
Edit, ignore or delete any entry in Staff Q&A, add one by hand with Add an answer, or give the correct answer when voting an answer down.
Every setting, step by step.
The docs are in English.