Enhancing Student Engagement and Support With a Discord Ticketing and AI-driven FAQ System

As the CS 202 Coordinator overseeing seven sections per semester, I introduced a Discord-based ticketing system to streamline student support and engagement. Traditional methods like office hours and email often created delays, whereas the ticket system allows students to receive timely help from any available TA, regardless of section. To further enhance accessibility, we added a public FAQ channel that displays resolved tickets, helping students quickly find answers without combing through chat logs. This approach supports learners with shorter attention spans and builds a shared knowledge base. Additionally, we are compiling these interactions to train an AI chatbot capable of instantly answering common questions, allowing human staff to focus on more complex issues and continuously improving the course’s instructional support.