AI Ticket Handling

Wallu can automate your support tickets! When a ticket is opened, Wallu will try to solve the user's issue. If it cannot help them, it will escalate it and let your staff members handle it.

Currently, Wallu cannot create tickets, but you can continue to use your current ticket bot for that.

How to set up

1. Go to the channels page.
2. Select the category where opened tickets exist.
3. Enable "AI support tickets category" option for that category.
   • Note: it should not be enabled for individual channels. Enable it for the category where current open tickets exist.
4. Save the changes

Advanced Usage

• You can change the "escalation" message it says in the translations page to mention a specific role for example.
• You can use per category instructions on the channels page to better instruct the bot how it should handle your tickets.
• On the settings page, you can set the bot to be silent after a staff member talks on the ticket channel. Note that this will make testing it more difficult!

Ticket bot integration

• "Ticket Tool" is supported by default. If enabled, Wallu will see when someone opens a ticket, read the provided information and attempt to help them even before the user sends their message.
• Contact us if you want to add this support for your ticket bot by opening a ticket in Wallu's support server! It will take about 5 minutes.
  • Send your bot's ID (right click it on Discord -> Copy ID) and send it to us
  • Send a screenshot of the bot's message. We will use some part of its message to identify when they opened a ticket.
  • Let us know if the ticket bot message content should be read by Wallu (i.e., whether it has any information about the user's issue/question)

Common issues / troubleshooting

Always try !wallu to see it can send messages, and it may also say the reason it is not answering.