LunAI
Enable TicketWave's AI copilot to prioritise tickets automatically and summarise long conversations.
Guide to LunAI
LunAI is the AI copilot built into TicketWave. It reads new tickets, decides how urgent they are and turns long conversations into a summary your staff can read in seconds.
LunAI is a premium feature. You can also unlock premium with Vote Coins.
Enable LunAI
Flip the master switch
The hero card at the top has one toggle. When it is on, the card reads LunAI is Active — Processing tickets in real-time.
The master switch controls everything. While it is off, the individual features below stay greyed out no matter how they are configured.
Configure the features
Below the hero card, every feature has its own card with a Configure button.
Changes take effect immediately and apply to this server only.
Available Now
Auto-Prioritization
LunAI reads every new ticket and assigns a priority level — Low, Medium, High or Urgent — based on tone, keywords and ticket history. No manual tagging needed.
| Setting | Description |
|---|---|
| Notify on Urgent | Sends a direct message to each support staff member when a ticket is classified as Urgent |
This is where LunAI pays for itself. A security report at 3 a.m. reaches your team the same minute instead of waiting behind twenty "hello" tickets.
Ticket Summarization
Long ticket threads are condensed into a short summary at the top of the ticket channel. Your staff grasps the full context in seconds instead of scrolling through forty messages.
Staff can also request a summary on demand with /ticket summary — including a private thread variant the member never sees.
Coming Soon
The LunAI page also lists features that are not released yet. They are marked with a Coming soon badge and cannot be enabled:
| Feature | What it will do |
|---|---|
| Auto-Reply | Draft a context-aware first response the moment a ticket is created |
| Smart Escalation | Ping the right team member when urgency or VIP status is detected |
| Analytics Insights | AI-generated reports on patterns, bottlenecks and staff performance |
| AI Tips & Coaching | Personalised suggestions for each staff member based on their ticket history |
Coming soon means exactly that — they are on the roadmap, not in the product. Nothing on that list is billed or active today.
Getting Good Results
LunAI works with the text it is given. You can make that text better:
- Ask for structure with ticket steps. A ticket that already says "Bug Report / Version 2.4" is easier to classify than "hi".
- Use categories. Context helps both the AI and your staff.
- Do not rely on priority alone. Auto-prioritization is a first pass — staff can always correct it with
/ticket priority.
Troubleshooting
| Problem | Fix |
|---|---|
| The toggle is disabled | Premium is not active for this server |
| Features stay greyed out | The master switch at the top is off |
| No priority is assigned | LunAI needs an actual message to read — an empty ticket cannot be classified |
| No urgent notification | Notify on Urgent is off, or the staff members have DMs disabled |
Next Steps
- /ticket summary (Ask for a summary on demand)
- /ticket priority (Correct a priority manually)
- Analytics (See the priority distribution over time)
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