Ticket Categories
Categories, also called Ticket Categories, are used to organize and classify tickets within the system. They help in grouping similar types of tickets together, making it easier for support staff to manage and prioritize their workload.
Category Options
Section titled “Category Options”A category has the following configurable options:
| Option | Description | Default | Notes |
|---|---|---|---|
| Name | The name of the category. | - | Must be unique per server. |
| Description | A brief description of the category. | - | This is only used for select menu options. |
| Naming | The template for naming ticket channels/threads. | "ticket-{username}" | Max length 64. |
| Emoji | An emoji to represent the category. | - | Max length 255. |
| Active | Whether the category is active and available for use. | true | - |
| Form | The ID of the form to use for ticket creation. | - | - |
| Role Config | Configuration for role-based access control. | No Roles are blacklisted | - |
| Use Threads | Whether to use threads for ticket conversations instead of text channels. | false | - |
| Notification Channel | The channel where ticket notifications will be sent. | - | Only usable and required if Use Threads is enabled. |
| Auto Threads | Whether to automatically create private threads for the staff in new tickets. | false | - |
| Staff Roles | Array of role IDs that can manage tickets in this category. | - (Only admin users can view tickets) | - |
| Open Per User | Maximum number of open tickets allowed per user. | 0 | Min 0 (unlimited), max 10. |
| Starter Message | The ID of the starter message for tickets. | - | - |
| Open Ticket Category | The Discord category channel for open tickets. | - | - |
| Closed Ticket Category | The Discord category channel for closed tickets. | - | - |
| Overflow Category | The category to move tickets to when the category for open tickets is full. | - | - |
| Close Behavior | Configure what happens when a ticket is closed. | Close | Close or Delete |
Role Config
Section titled “Role Config”The Role Config option allows you to set up role-based access control for the category. It consists of two properties:
roles: An array of role IDs that are either allowed or denied access based on themode.mode: Can be eitherblacklistorwhitelist. Inblacklistmode, the roles in therolesarray are denied access. Inwhitelistmode, only the roles in therolesarray are granted access.
Additional Information
Section titled “Additional Information”Category Emoji
Section titled “Category Emoji”The category emoji is used to visually represent the category in a category select menu in a custom message. It helps users quickly identify and select the desired category when creating a ticket.
Naming Template
Section titled “Naming Template”The naming template allows you to customize how ticket channels or threads are named when they are created. You can use the following placeholders in the template:
{username}: The username of the user who created the ticket.{index}: A unique index number for the ticket, starting from 1.{category}: The sanitized name of the category. E.g. “General Support” becomes “general-support”.
Form Management
Section titled “Form Management”You can select a form to be associated with the category. When a user selects this category while creating a ticket, they will be presented with the specified form to fill out.
Each form component has a unique ID, which can be used in the selected custom message to display the input/selected values.
Note, that no custom message if configured, the default message will be used and the form values will just be shown there.