Feb 29, 2024
The AwesomeQA bot provides automated responses to user queries across multiple channels on your Discord servers. However, in addition to channel-based support, there is also support provided via tickets. The question is, can the AwesomeQA bot answer tickets as well?
The short answer is yes, and in this blog post, we will guide you through the steps of configuring the bot to handle your support inquiries through tickets. By the end of this post, you will be able to fully automate your support system, covering both ticket-based and via other channels.
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How does AwesomeQA streamline the ticket-answering process in Discord?
Although there are various ticketing bots available that allow users to create tickets on your server, ultimately, someone from your team would have to respond to these tickets manually. Typically, you would need to assign a ticket to a member of your team, or a team member would need to claim the ticket and provide assistance to the user manually.
AwesomeQA itself doesn’t provide the ticketing functionality but it can be used to answer tickets. In case you don’t have a ticketing tool installed on your server, you can get something like ticketsbot.net or helper.gg which are two of the most popular ticket tools out there. But if you have any other preference feel free to use the one you like.
Every ticket bot gives you the option to assign roles that are automatically added to a ticket channel as soon as a new ticket is created. This way moderators can always see them.
Similarly, you need to either add the AwesomeQA role to the list of roles the ticket bot adds to the ticket channels, or you can give our bot the role that‘s added to the ticket channels, e.g. ‚moderator‘ or ‚support.
We are going to demonstrate how this can be done using ticketsbots.net as an example. But it’s pretty much the same process with any ticket tool you use.
Step 1: Invite the ticket bot to your server
If you haven’t already, you can invite the tool to your server from here: https://ticketsbot.net/
Next, you’ll be directed to the docs page which contains all the info about the tool from setup to all its functionalities.
Make sure you’re the admin of the tool, which should be the case automatically if you have the admin role in the server to which you’re adding it.
Step 2: Configuring the ticket bot to your liking
Then head to the dashboard: https://dashboard.ticketsbot.net/ and click on your server and then the ‘reaction panel’.
In the reaction panel, navigate to the ‘Panel Message’ section to configure how the ticket setup should look on your server. You can customize things like the channel you want to use for it, button text, description, color, etc.
Final Step: Enabling AwesomeQA to answer tickets
Next, head to the ‘Staff Teams’ from the nav bar.
In this section, you can configure who will get access/automatically added to the ticket channel once they are created. You can do various things like adding team members by their specific roles, directly adding a member, or creating a standalone team for this task.
In this example, we have directly added the AwesomeQA bot as a member.
That’s it! 🎉
Now any time a community member opens a ticket and asks a question that the AwesomeQA bot has the knowledge to answer, it’ll automatically reply to their question without requiring any manual action from your team.
We followed the steps above and as you can see in this video, it’s working like a charm:
Why you should consider using AwesomeQA for your tickets?
The bot will be able to access every ticket without the need for it to be assigned or claimed by any individual. As a result, it will be able to instantly respond to the user and resolve their issue, thereby eliminating the need for the user to wait for someone to join.
Users can ask questions in any language they prefer without having to wait for a moderator who speaks that language or for someone to translate their messages. The AI-powered assistant can respond to the user in their language within seconds. This provides a quick and efficient way for users to get the help they need without any language barriers.
Support can be provided around the clock through tickets as well, so users won't have to wait for the team to be online. Moreover, the company can save on hiring people to work in different time zones, which is often an expensive overhead.
The team can focus on complex problems and time-sensitive issues instead of being bogged down by grunt work like answering repeat questions.