Tickets

Categories & forms

Sort tickets by topic and ask the right questions up front.

What a category is#

Categories are the topics players can open tickets about, like “Store & payments” or “Player report”. They decide which form the player fills in, which roles are pinged, and what the AI assistant may do for those tickets.

Manage them in Settings → Categories, or in Discord with /config area: Categories. You can add, edit, reorder, turn off and remove categories. Removing a category keeps the history of its existing tickets.

Category fields#

Field	Limits	Notes
Name	1–45 characters	Shown on the panel, in the form and to staff.
Emoji	Optional	Shown next to the name on the panel and in menus.
Description	1–300 characters	Shown on the panel. The AI also uses it to sort tickets.
Key	lowercase, digits and `_`, up to 32	Made from the name when you create the category, and stays the same afterwards. Used in imports and /sources test.
Staff roles	Up to 10	Extra roles that count as Support for this category only, and get pinged for it. Empty: your normal Support roles.
Enabled	On / off	Turned-off categories disappear from the panel but keep their tickets.

Form questions#

By default the ticket form asks for a subject and a description. Give a category its own questions and they replace the description field, so players answer exactly what your team needs, like an in-game name or an order ID.

Each question has a label (up to 45 characters) and can have placeholder text (up to 100).
Short (one line) or long (paragraph) answers.
Required or optional.

Editing questions in Discord

In /config → Categories → pick a category → Form questions, write one question per line. Add options in square brackets at the end: long for a paragraph answer, optional for a question players may skip.

Your in-game name
What happened? [long]
Proof (links to screenshots or video) [long, optional]

Clear all lines to go back to the plain subject and description form. Answers are saved on the ticket, shown in the welcome message, used by the AI and kept in transcripts.

At most 4 questions

A Discord form holds five fields and the subject always takes one, so a category can have up to four questions. Extra lines are ignored.

Tip

With the one-button panel, players pick the category before they see its questions. Players who already have the form open when you change the questions can still submit it.

AI per category#

Every category has its own AI settings, so the assistant can help with general questions while staying out of appeals. Set them in Settings → Categories or in Discord under /config area: AI assistant.

Setting	Options	Default
AI access	Allow (may answer on its own once it has earned it), Ask (drafts, staff approve), Block (never used)	Ask
Gather details first	Off, Assist (staff notified now, AI asks meanwhile), Gate (staff notified once the details are in)	Off
Required info	Up to 10 items, 120 characters each	Empty
Suggest actions	On / off. Staff-only, works even when access is Block	Off
Instructions	Up to 1500 characters of extra guidance	Empty

All of this is explained in AI assistant.

Limits#

At most 25 enabled categories, because a Discord menu holds 25 options.
At least one enabled category is needed to publish.
Keys must be unique.