Everything your server needs to get started.
These guides are for Discord server owners, administrators and support staff using Sephie. No server-hosting or infrastructure setup is required.
What Sephie does
Sephie turns support requests into private conversations your staff can manage from Discord or the web dashboard.
The basic flow
A member clicks a panel → Sephie asks any configured questions → a ticket opens → staff handles the conversation → Sephie can archive the result and ask for feedback.
What you configure
Each Discord server chooses its own ticket categories, staff roles, panels, forms, teams, automations, knowledge-base content and reporting settings.
Invite Sephie to a server you manage
Use Add Sephie and choose a Discord server where you have permission to manage apps. Discord will show the permissions Sephie needs before you confirm.
Open the dashboard
Sign in at sephie.net/dashboard. Choose your server from the selector. If you just added Sephie, use Refresh server list.
Quick setup
Run /setup in Discord to create the basic support roles, ticket categories and transcript channel, or choose existing channels and roles in the command.
Choose where members start a conversation
A panel is the message members click to open a ticket. Publish different panels for different kinds of help.
Fastest option
Go to the Discord channel where you want the ticket button and run /panel create. Sephie publishes the panel in that channel.
Full editor
Use Dashboard → Panels for custom buttons, routing, support teams, support hours, form selection, transcripts, feedback, auto-close rules and knowledge-base suggestions.
Forms
Create intake forms in Dashboard → Forms. Ask up to the supported field limit using text, user, role, channel and selectable options before the ticket opens.
Keep every request moving
Staff can work in Discord or in Sephie's live inbox. Changes stay tied to the same ticket.
Ownership
Claim a ticket when you take responsibility. Transfer it to another team when someone else is better suited.
Waiting states
Use Open, Awaiting Staff, Awaiting User and Paused to make the queue understandable instead of relying on channel names alone.
Context
Add labels, priority, participants and private staff notes without exposing internal notes to the ticket opener.
Close cleanly
Close directly or request confirmation from the opener. Transcripts, close reasons and feedback can remain available afterward.
Separate support access from administration
Sephie lets you give people only the access they need.
Server administrators
Manage configuration such as panels, forms, workflows, integrations and settings.
Support staff
Work tickets through configured support roles and teams without automatically receiving full Sephie administration access.
Specialist teams
Route certain panels to teams such as Billing, Appeals or Technical Support while keeping one shared support system.
Your server writes the answers Sephie can surface
Every server can build its own public help center from Dashboard → Knowledge Base.
Categories and articles
Create categories, then write articles with a title, summary, keywords and content. Publish only the articles you want members to see.
Public help center
Your published server guides are available from your server's Sephie knowledge-base page. You can brand the title, description, logo and colors.
Suggestions
If a panel enables knowledge-base suggestions, Sephie compares the new ticket's intake text with your published guides and can suggest relevant articles. This is local matching, not generative AI.
Discord commands
Use /kb search, /kb browse and /kb send to find and share published articles inside Discord.
Automate the repetitive parts
Keep staff focused on the conversation while Sephie handles routine timing and routing.
Inactivity & auto-close
Warn inactive tickets and close them after the delay you choose.
Support hours
Set your timezone and opening hours so members get the right message when support is offline.
SLA policies
Track response and resolution targets for workflows where timing matters.
Rules
Use automation rules for routing, labels, priority and other supported actions based on ticket conditions.
See what is happening without reading every ticket
Reports help server administrators understand volume and how the support workflow performs over time.
Analytics
Review ticket volume, response time, resolution time, sources, panels, close reasons, labels and staff activity.
Feedback
Enable exit surveys to collect ratings and optional comments after a ticket closes.
Transcripts
Use the transcript view to find closed conversations and their archived context later.
Connect Sephie to your own tools
Server administrators can create guild-scoped API keys, signed webhooks and HTTP integrations from the dashboard.
Developer API
Use authenticated REST endpoints to list tickets, open a ticket, send a message or close a ticket. Raw API keys are shown only once.
Webhooks
Send ticket events to your own endpoint. Sephie signs supported webhook requests so your receiver can verify them.
Useful commands
/help Quick Sephie help and links /about About Sephie, website and status /open Open a support ticket /setup Initial server setup /config show Review server configuration /panel create Publish a simple panel in the current channel /ticket ... Manage the current ticket /kb search Search your server's published guides /kb browse Browse published guides /kb send Share a guide in the current channel /stats server Server support statistics /invite Add Sephie to another server
Common questions
Why don't I see my server in the dashboard?
Make sure Sephie is installed in that server and your Discord account has the required server or Sephie permissions, then refresh the server list.
Why didn't /setup create a ticket channel?
Ticket channels are created when members open tickets. /setup prepares the categories, staff roles and transcript channel.
Where does the ticket button go?
Run /panel create in the channel where you want the panel, or publish a configured panel from the dashboard.
Does Sephie use AI to read tickets?
No generative AI is required for ticketing or knowledge-base suggestions. Guide suggestions use your own published content and local matching logic.