Ticket Categories
Create and manage ticket categories to organize different types of support requests and route them appropriately.
Overview
Ticket categories allow you to organize different types of support requests. Each category can have its own naming scheme, staff assignments, and custom settings. Users select a category when opening a ticket, which determines how that ticket is handled.
Categories help route tickets to the appropriate staff members and keep your ticket system organized and efficient.
Creating Ticket Categories
Create new ticket categories for different types of support:
Category names should be descriptive and concise. Examples: "Support", "Billing", "Partnerships", "Appeals", "Bug Reports".
Category Management
Manage your ticket categories with these commands:
/ticket category list | View all categories |
/ticket category edit <id> <name> | Rename a category |
/ticket category delete <id> | Delete a category |
/ticket category description <id> <text> | Set category description |
/ticket category color <id> <hex> | Set category embed color |
Category Naming Patterns
Configure how ticket channels are named based on their category:
Example patterns:
ticket-{category}-{id} → ticket-support-1234{category}-{username} → support-johnticket-{user} → ticket-123456789Ticket Routing
Route tickets to specific staff members or roles based on their category:
/ticket category assign-role <id> <role> | Assign staff role to category |
/ticket category assign-user <id> <user> | Assign staff member to category |
/ticket category remove-role <id> <role> | Remove role assignment |
/ticket category remove-user <id> <user> | Remove user assignment |
Common Category Examples
Support
General support and questions
Billing
Payment and subscription issues
Bug Reports
Report bugs and technical issues
Partnerships
Partnership and business inquiries
Appeals
Appeals for bans or punishments
Feature Request
Suggest new features and improvements
Category Permissions
Control who can create tickets in each category:
Public Categories
Any user can create tickets in public categories. These are ideal for general support requests.
Role-Restricted Categories
Only users with specific roles can create tickets in these categories. Useful for partnerships or staff requests.
Staff-Only Categories
Only staff members can create and view these tickets. Useful for internal issues or staff reports.
Setting Category Permissions
Configure who can access each category:
/ticket category access add <id> <role> | Allow role to create tickets |
/ticket category access remove <id> <role> | Restrict role from creating |
/ticket category public <id> | Make category public |
/ticket category private <id> | Make category private |
Tips & Best Practices
- • Create categories that reflect your actual support workflow
- • Use consistent, descriptive category names (e.g., "Support", not "Supp" or "Help")
- • Assign staff roles to categories to ensure tickets reach the right team
- • Keep the number of categories reasonable (5-10 is ideal) to avoid overwhelming users
- • Use consistent naming patterns across all categories for professional appearance
- • Set category descriptions to help users choose the right category
- • Review and adjust categories periodically based on ticket patterns
- • Archive or delete unused categories to keep the system clean
Organization Strategy
Start Small
Begin with 3-5 main categories and expand only if needed. Users often get confused with too many options.
Hierarchical Naming
Use consistent naming schemes that group related categories. For example: "Support - Account", "Support - Technical", "Support - Billing".
Clear Descriptions
Add descriptions to categories so users understand which one to choose. This reduces misdirected tickets.
Troubleshooting
Users cannot see a category
Check category permissions. The category may be restricted to specific roles or staff members only.
Category doesn't appear on panel
Ensure you've added a button for this category to the ticket panel. Categories won't appear unless they have associated buttons.
Wrong staff seeing tickets
Verify category role assignments. Check that the correct roles are assigned to each category.
Category naming looks incorrect
Check the naming pattern and ensure variables are correctly formatted. Use {category} not {Category} or {CATEGORY}.