AI Auto-Response

AI auto-response requires two things:

1. A knowledge base — upload your server rules and documents via /ticket setrules and /ticket adddoc, or from the dashboard under AI Center > Knowledge
2. Enable auto-response for the specific ticket category under Dashboard > Tickets > Categories

Once both are set, every new ticket in that category triggers an AI check before staff are notified.

The AI evaluates the ticket subject and any initial message against the knowledge base. It responds only when it has a confident, specific answer. If it has a general but potentially incomplete answer, it flags the ticket for staff without posting anything.

The confidence threshold is designed to be conservative — a wrong auto-response that misleads a member is worse than no auto-response at all.

• Questions about server rules (NLR, VDM, RDM, etc.)
• How-to questions about server features (how to apply, how to get a job, etc.)
• RP definition questions (what is powergaming, metagaming, etc.)
• Application status questions (when will my application be reviewed?)
• Links and references to other channels or Discord roles

• Ban appeal decisions — those always go to staff
• Specific player dispute arbitration
• Questions requiring judgment calls or policy interpretation beyond the uploaded documents
• Any ticket where the member asks to speak to a staff member directly

After a ticket is opened and a member sends a follow-up message (especially a question), Docket also tries to answer in the thread in real-time. This is separate from the initial auto-response and works for all open tickets — even in categories without auto-response enabled — as long as a knowledge base exists.

Only messages from the original ticket opener trigger the in-thread AI response. Staff messages are never auto-responded to.