> ## Documentation Index
> Fetch the complete documentation index at: https://docs.ticketcord.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Frequently Asked Questions

> Common questions about TicketCord answered

Find answers to the most common questions about TicketCord.

## General Questions

<AccordionGroup>
  <Accordion title="What is TicketCord?">
    TicketCord is a Discord ticket management platform that lets you create custom support bots for your Discord server. It includes features like AI-powered knowledge base, analytics, webhooks, and more.
  </Accordion>

  <Accordion title="How many servers can I use TicketCord on?">
    Each bot you create can be added to multiple Discord servers. The number of bots you can create depends on your plan:

    * Free: 1 bot
    * Basic: 3 bots
    * Pro: 3 bots
    * Enterprise: 6 bots
  </Accordion>

  <Accordion title="Is there a ticket limit?">
    No! All plans include unlimited tickets. There's no cap on how many tickets you can create.
  </Accordion>

  <Accordion title="How long is ticket data stored?">
    Closed-ticket content retention is configurable per server. On the Free plan, TicketCord-stored content for newly created closed tickets (messages, transcripts, attachments) is retained for up to 90 days. Basic, Pro, and Enterprise servers can choose 90, 180, or 365 days, or manual retention. When retention cleanup runs it removes the stored ticket content; ticket metadata remains. Tickets created before this retention control existed keep their previous treatment unless you delete them. See the [Privacy Policy](https://ticketcord.net/privacy) for details.
  </Accordion>

  <Accordion title="Can I use multiple bots on the same server?">
    Yes, you can add multiple TicketCord bots to the same Discord server if needed (e.g., different bots for different departments).
  </Accordion>
</AccordionGroup>

## Getting Started

<AccordionGroup>
  <Accordion title="How do I create my first bot?">
    1. Sign in at [ticketcord.net/dashboard](https://ticketcord.net/dashboard)
    2. Click **Create Bot**
    3. Follow the guide to create a Discord application
    4. Enter your bot token
    5. Invite the bot to your server
    6. Run `/setup` in Discord

    See our [Quick Start](/quickstart) guide for detailed steps.
  </Accordion>

  <Accordion title="Where do I get a bot token?">
    Bot tokens are created in the [Discord Developer Portal](https://discord.dev):

    1. Create a new application
    2. Go to the Bot section
    3. Click "Reset Token" to get your token
    4. Copy and paste it into TicketCord
  </Accordion>

  <Accordion title="What permissions does the bot need?">
    At minimum, the bot needs:

    * Manage Channels (create ticket channels)
    * Manage Roles (manage ticket permissions)
    * Send Messages
    * Embed Links
    * Read Message History

    See [Installation](/bot/installation) for the full permissions table.
  </Accordion>

  <Accordion title="How do I run the setup command?">
    After inviting your bot, type `/setup` in any channel where the bot can see messages. This starts the interactive setup wizard.
  </Accordion>
</AccordionGroup>

## Features

<AccordionGroup>
  <Accordion title="How does the Knowledge Base work?">
    The Knowledge Base lets you add content from websites or documents. When users create tickets, AI searches this content and suggests relevant answers automatically. See [Knowledge Base](/ai/knowledge-base) for full details.
  </Accordion>

  <Accordion title="What AI features are available?">
    TicketCord includes several AI features (Pro/Enterprise plans):

    * **Knowledge Base**: Automatic suggestions from your content
    * **Auto-Routing**: Route tickets to the right team
    * **Priority Detection**: Automatically set ticket priority
    * **Duplicate Detection**: Find similar tickets
    * **Translation**: Translate tickets to other languages
    * **Sentiment Detection**: Detect user mood
    * **Atlas AI**: Dashboard AI assistant
  </Accordion>

  <Accordion title="What are webhooks?">
    Webhooks send ticket events to external URLs in real-time. Use them to integrate with Slack, Zapier, custom systems, and more. See [Webhooks](/integrations/webhooks). Webhooks are an Enterprise feature.
  </Accordion>

  <Accordion title="Can I customize the ticket embeds?">
    Yes! Use the Embed Designer in the dashboard to customize colors, text, buttons, and fields for your ticket panels. The number of custom embeds depends on your plan.
  </Accordion>

  <Accordion title="How do transcripts work?">
    When a ticket is closed, a transcript can be generated. Transcripts are HTML pages showing the full conversation with messages, attachments, and formatting preserved.
  </Accordion>
</AccordionGroup>

## Billing & Plans

<AccordionGroup>
  <Accordion title="What's included in the free plan?">
    The Free plan includes:

    * 1 custom bot
    * Unlimited tickets
    * All Discord commands
    * Web dashboard
    * Ticket transcripts
    * Community support

    The main limitations are no AI features, TicketCord branding required, and limited embeds.
  </Accordion>

  <Accordion title="How does the free trial work?">
    All paid plans have a 7-day free trial:

    * €1 card verification to start (refunded instantly)
    * Full access to all plan features
    * Cancel anytime before trial ends
    * Auto-downgrades to Free if no payment added
  </Accordion>

  <Accordion title="Can I change plans?">
    Yes! You can upgrade or downgrade anytime:

    * Upgrades: Instant access, prorated billing
    * Downgrades: Take effect at next billing date
    * Cancel: Keep access until period ends
  </Accordion>

  <Accordion title="What payment methods are accepted?">
    We accept all major credit cards (Visa, Mastercard, American Express) through Stripe. PayPal is not currently supported.
  </Accordion>

  <Accordion title="Is there a refund policy?">
    TicketCord is a digital service with immediate access upon purchase. During checkout, EU customers are asked to waive their 14-day withdrawal right as required by EU consumer protection law (Directive 2011/83/EU), since premium features activate instantly. Once your paid subscription begins, subscriptions are non-refundable. You can cancel anytime to prevent future charges. If you're on a free trial, you can cancel at any time without being charged. For billing issues, contact us at [hi@ticketcord.net](mailto:hi@ticketcord.net).
  </Accordion>

  <Accordion title="What happens to my data if I downgrade?">
    All your data is preserved. Features above your new plan limit become read-only. You can upgrade again to regain full access.
  </Accordion>
</AccordionGroup>

## Technical Questions

<AccordionGroup>
  <Accordion title="Why is my bot offline?">
    Common causes:

    * Invalid bot token (regenerate in Discord Developer Portal)
    * Missing permissions (reinvite with correct permissions)
    * Discord outage (check Discord status)
    * Rate limited (wait and retry)

    See [Troubleshooting](/bot/troubleshooting) for error codes.
  </Accordion>

  <Accordion title="Commands aren't showing up in Discord">
    Try these steps:

    1. Wait a few minutes (slash commands can take time to register)
    2. Ensure bot has "Use Application Commands" permission
    3. Restart the bot from the dashboard
    4. Reinvite the bot if issue persists
  </Accordion>

  <Accordion title="Ticket channels aren't being created">
    Check that:

    * Bot has "Manage Channels" permission
    * Ticket category has space (Discord limit: 50 channels per category)
    * Bot's role is high enough in the hierarchy
  </Accordion>

  <Accordion title="How do I reset my bot?">
    To reset your bot configuration:

    1. Go to Dashboard → Bot Settings
    2. Click **Reset Configuration**
    3. Confirm the reset
    4. Run `/setup` again in Discord
  </Accordion>

  <Accordion title="Can I self-host TicketCord?">
    No, TicketCord is a hosted service only. Self-hosting is not available.
  </Accordion>
</AccordionGroup>

## Privacy & Security

<AccordionGroup>
  <Accordion title="Is my data secure?">
    Yes. We use:

    * Strong encryption for sensitive data
    * TLS for all connections
    * EU-based hosting
    * Regular security audits

    See our [Privacy Policy](https://ticketcord.net/privacy) for details.
  </Accordion>

  <Accordion title="What data do you collect?">
    We collect:

    * Discord IDs (user, server, channel)
    * Ticket content (messages, attachments)
    * Account information (email from Discord)
    * Usage analytics

    See our [Privacy Policy](https://ticketcord.net/privacy) for details.
  </Accordion>

  <Accordion title="Can I export my data?">
    Yes — data export is handled by request. Email [hi@ticketcord.net](mailto:hi@ticketcord.net) from the address on your account and we'll send your export. See the [data export guide](https://ticketcord.net/help/security/data-export) for what's included and typical turnaround.
  </Accordion>

  <Accordion title="How do I delete my account?">
    Account deletion isn't self-serve today. Email [hi@ticketcord.net](mailto:hi@ticketcord.net) from the address on your account, say which account you want closed, and confirm you understand the deletion is permanent. Requests are processed within two business days. You can delete individual tickets and bots from the dashboard at any time. See [Delete your account](https://ticketcord.net/help/security/delete-account).
  </Accordion>

  <Accordion title="How does TicketCord handle privacy and data rights?">
    TicketCord supports the data rights that regulations like the GDPR give you:

    * Data export on request
    * Account and data deletion on request
    * Configurable ticket-content retention
    * Consent controls for analytics cookies

    See our [Privacy Policy](https://ticketcord.net/privacy) for the full picture, including the processors we use.
  </Accordion>
</AccordionGroup>

## AI Features

<AccordionGroup>
  <Accordion title="How many AI tokens do I get?">
    Token allocation varies by plan:

    * Free: 0 tokens
    * Basic: 0 tokens
    * Pro: Included allocation
    * Enterprise: Maximum allocation

    Check your dashboard for current usage.
  </Accordion>

  <Accordion title="Do AI tokens roll over?">
    No, tokens reset at the start of each billing cycle. Unused tokens don't carry over.
  </Accordion>

  <Accordion title="Why isn't the Knowledge Base giving good answers?">
    Tips to improve:

    * Add more relevant content sources
    * Ensure content is up-to-date
    * Adjust confidence thresholds
    * Use the training feature to improve

    See [Knowledge Base Feedback](/ai/knowledge-base-feedback).
  </Accordion>

  <Accordion title="Can I disable AI features?">
    Yes, each AI feature can be individually enabled or disabled in your server configuration.
  </Accordion>
</AccordionGroup>

## Still Need Help?

<CardGroup cols={2}>
  <Card title="Discord Support" icon="discord" href="https://ticketcord.net/discord">
    Join our community for help
  </Card>

  <Card title="Email Support" icon="envelope" href="mailto:hi@ticketcord.net">
    Contact us directly
  </Card>
</CardGroup>