A Discord FAQ bot lets members search a library of question-and-answer entries themselves with a slash command, instead of opening a ticket for something already answered. Noxyr's FAQ system is built into the ticket module: staff write entries with a question, an answer and optional keywords, and any member can run /ticket faq to search them privately. This guide covers how the search actually matches, how to manage entries, and when a plain FAQ beats an auto-responder.
How /ticket faq searches
Run /ticket faq with no search words and it lists the newest entries. Run it with words - /ticket faq refund - and it matches against the entry's question, its answer text, and its keywords, returning up to eight results. Results are ephemeral, visible only to the person who asked, so browsing the FAQ never clutters a channel or tips off other members to what someone's asking about.
Because it checks the answer text too, not just the question and keywords, a member searching a word that only appears in the answer still finds the right entry - you don't have to anticipate every phrasing in the keyword list for search to work.
Managing entries
/ticket faq-add- add an entry with a question, an answer, and comma-separated keywords./ticket faq-edit- change an existing entry. Use "none" as the keywords to clear them./ticket faq-remove- remove an entry./ticket faq-list- list every entry in the server, for a full audit rather than a search.
The same entries can be managed from the dashboard under Tickets → FAQs if you'd rather write longer answers in a text box than a Discord modal. Answers display up to 1,024 characters each - long enough for a real explanation, not long enough for a full policy document, so link out to a longer page for anything that doesn't fit.
What to actually put in your FAQ
The best FAQ entries are the questions your staff are visibly tired of typing. Before writing entries from scratch, skim a week of recent tickets or your ratings/close-reason notes for repeats: refund policy, delivery time, "is this legit," how to redeem a code, what payment methods you take. Five to fifteen well-written entries covering your actual repeat questions beat fifty vague ones nobody searches correctly.
- Keep answers self-contained. A member reading the FAQ result has no other context - don't answer with "see the pinned message," link or repeat the actual info.
- Add keywords for how people actually phrase it, not how staff phrase it. If members say "didn't get my order" more than "delivery issue," add that as a keyword even if the question is written formally.
- Review it after a policy changes. A stale FAQ answering an old refund window is worse than no FAQ, since it actively tells members the wrong thing.
FAQ vs auto-responders
Both live in the same module and solve overlapping problems differently. An FAQ entry waits to be searched - the member has to think to run the command. An auto-responder fires the instant a trigger word is typed, with zero effort from the member. A good setup uses both: auto-responders for the two or three questions asked so constantly you want them answered without anyone lifting a finger, and a broader FAQ library for everything else worth documenting but not worth an automatic interrupt. See our auto-responder guide for the trigger side, or the combined auto-responders & FAQ docs for the full reference.
Where the FAQ can't help
The FAQ only answers what staff have written down. A member asking something genuinely specific to their order, account, or situation still needs a ticket - the FAQ is a filter for repeat questions, not a support replacement. If AI-generated answers are more your speed for open-ended questions, that's a separate feature: see AI chat for Discord support, which can be turned on alongside the FAQ, not instead of it.
A simple rollout order
Don't try to write the whole FAQ in one sitting before turning it on - it doesn't need to be complete to be useful. A practical order: write the three or four questions you can answer from memory right now, turn the FAQ on with just those, then add one new entry every time a staff member types out an answer they recognize as something they've typed before. Within a few weeks the library reflects what your server actually gets asked, instead of a guess at what it might get asked.
It's also worth telling members the FAQ exists somewhere they'll actually see it - a line in your ticket panel's welcome message ("try /ticket faq before opening a ticket") catches people before they open a channel for something already answered, which is the entire point of having one.
Common questions
Can members add or suggest FAQ entries? No, adding and editing entries is staff-only via /ticket faq-add/faq-edit or the dashboard.
Does the FAQ require the Tickets module? Yes, both the FAQ and auto-responders are part of the Tickets module - if it's off, neither will respond.
How many entries can I have? There's no documented hard cap; keep the list to genuinely repeated questions so search results stay relevant rather than noisy.
Are FAQ searches visible to staff or the whole channel? No, results are ephemeral - only the person who searched sees them.
Is the FAQ system free? Yes, it's included in Noxyr's ticket module with no paid tier.
Add Noxyr and start building your FAQ from the Tickets page, or see the ticket bot page for the rest of the module.