Dashboard Guide

The DuffyBot dashboard is where you configure the bot, view analytics, manage tickets, and customize everything. This guide covers each section.

Logging In

Go to the dashboard and click "Sign in with Discord". You will be redirected to Discord to authorize the connection. After signing in, you will see a list of servers where you have Administrator permission and DuffyBot is installed.

Click on a server to access its dashboard.

Overview Page

The overview page shows a snapshot of your server's support activity:

  • Total tickets created
  • Open vs closed ticket counts
  • Average resolution time
  • AI response rate and accuracy
  • Recent ticket activity

Setup Wizard

If DuffyBot has not been configured for your server yet, you will see the setup wizard. It walks you through the essential steps: setting a ticket channel, choosing staff roles, and adding knowledge base content. See the Full Setup Guide for details.

Settings

The settings section is split into several tabs:

General

Basic server configuration including your business name and welcome message for new tickets.

Tickets

Configure the ticket channel (where the Open Ticket panel is posted), the ticket category (Discord channel category where tickets are created), and max tickets per user.

Staff

Manage which Discord roles and individual users have staff access to tickets. Staff can view all tickets, take over from the AI, and use staff commands.

Behavior

Control how the AI responds:

  • Conversation style: Professional, friendly, or casual
  • Response length: Concise, balanced, or detailed
  • Confidence threshold: How confident the AI needs to be before answering
  • Perspective mode: First person ("we") or third person ("the team")

Transcripts

Set the channel where ticket transcripts are posted after tickets close. You can also enable DM transcripts so users receive a copy of their conversation.

Categories

Manage ticket categories that appear as buttons on the ticket panel. Each category can have its own label, color, emoji, and optionally a pre-ticket form.

Knowledge Base

Manage the content DuffyBot uses to answer questions. Four sub-sections:

  • Channels: Index Discord channels and monitor their scraping status
  • Website: Add website URLs for scraping
  • GitHub: Import content from GitHub repositories
  • Manual: Write custom knowledge base entries by hand

For a full guide, see Knowledge Base.

Embeds

The embed editor lets you customize the appearance of DuffyBot's ticket panel and other bot messages. The editor is WYSIWYG (what you see is what you get), meaning you click directly on elements to edit them.

You can customize:

  • Ticket Panel: The embed posted in your support channel with the Open Ticket buttons
  • Ticket Created: The welcome message shown when a ticket opens
  • Ticket Closed: The message shown when a ticket is closed

After editing, click "Post to Channel" to send the updated embed to Discord.

Tickets

View all tickets for your server with filtering and search. For each ticket, you can see:

  • Status (open, escalated, staff, closed)
  • Category
  • Who created it and when
  • Message count
  • Full transcript

Click on a ticket to view its full conversation history, AI confidence scores, and analytics.

Analytics

The analytics page provides insights into your support operations:

  • Tickets over time (daily, weekly, monthly)
  • Resolution times
  • AI vs human response rates
  • Top ticket categories
  • Customer satisfaction scores
  • AI cost tracking

FAQs

Create pre-written FAQ responses that are matched before the AI is called. FAQs are instant and free (no AI tokens used). Ideal for your most common questions.

Each FAQ has a question (or keywords that trigger it) and a pre-written answer.

Canned Responses

Canned responses are pre-written messages that staff can quickly send in tickets using /canned use. Useful for common staff replies like "We're looking into this" or "Can you provide your account email?".

Organize canned responses into categories for easy access. They support Discord markdown formatting.

Forms

Create pre-ticket forms that collect information from users before their ticket is created. Forms appear as a popup modal in Discord. Each form can have up to 5 fields (short text or paragraph).

Forms can be assigned to specific ticket panel buttons, so different categories can collect different information.

Tip: Enable "Auto-respond" on a form to have the AI immediately generate a response based on the form answers, before the user sends any messages.

Corrections

When the AI gives a wrong or incomplete answer, staff can flag it as a correction. This helps you identify gaps in your knowledge base and improve AI accuracy over time.

Feedback

View satisfaction survey results from users who rated their ticket experience. This data also feeds into the analytics dashboard.

AI Overview

A dedicated page showing AI performance metrics: total responses, accuracy rate, average confidence, cost breakdown, and common intents detected.

AI ResponsesStaff Commands