Autonomous learning from resolved tickets
When learning is enabled, Atlas extracts Q&A from eligible resolved tickets, auto-approves high-confidence answers, and queues uncertain ones for staff review.
How learning works
With learning enabled, Atlas watches for eligible resolved tickets - conversations that reached a clear answer. From each one it extracts a question-and-answer pair that could help the next member with the same problem.
Auto-approval and the confidence score
Every extracted pair gets a confidence score. Pairs above your auto-approve threshold become searchable knowledge immediately; everything below it lands in a review queue for your staff instead. You control the threshold, so you decide how much autonomy Atlas gets.
- High confidence - approved automatically and marked as auto-approved, so you can always tell them apart from hand-approved entries.
- Uncertain - held as pending until a staff member approves, edits, or rejects it. Nothing uncertain becomes an answer on its own.
Where learned answers live
Approved pairs join your knowledge base alongside the sources you added yourself, and Atlas cites them like any other material. See knowledge-base sources for how the rest of the base is managed.
Plans and quiet mode
Learning that answers members runs on plans with AI access. On the free plan, TicketCord quietly measures what Atlas could have learned from your resolved tickets and shows you the opportunity in the dashboard - nothing is answered on your behalf until you upgrade and enable it.
To manage what has been learned, see reviewing learned Q&A from Discord.