Configure Marno for tickets

Select Agents → Marno.

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Settings

Choose whether grounded ticket answers are sent automatically or held as drafts for review. You can also configure:

• public Discord channels where Marno may answer without a mention
• the per-person public answer cooldown
• ticket opens per hour
• the wait after a customer closes a ticket
• AI replies allowed per ticket
• inactivity warning and automatic close timing

A teammate reply takes over the ticket. Marno then stays silent. Tickets assigned to a teammate or work role, and escalated tickets, are protected from automatic close.

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Office hours

Select the workspace timezone and weekly open windows. Sandbox Ticket tests use these hours too.

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Knowledge and activity

Marno’s Knowledge tab contains the sources it searches directly. Specialists keep separate sources and return a brief when Marno asks them. Activity shows Marno’s recent ticket work and specialist consultations. Marno has no Tools tab. Connected apps belong to specialists.