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AI Ticket Handling

Example ticket automation

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. Channel setting
    • 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 messages 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 (at least with default English translations). 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.
  • To set up other bots, visit the settings page and enable "Other ticket bot integration". This will allow you to use any ticket bot with Wallu.
  1. Name the integration however you want
  2. Set bot's ID (right click it on Discord -> Copy ID). Wallu will read messages of that bot.
  3. (Optional) add "message pattern" that it will look for. For example, if you set "opened a ticket" it will only respond if the other bot's message contains that.
  4. Decide the integration type. See descriptions below it.
  • You can also use this to integrate with non-ticket bots, for example, bots that relay messages from other platforms like game servers.
  • If you need help, feel free to contact us

Bot integrations

Other ticket settings

Common issues / troubleshooting​

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