Ticket Categories
Categories define the types of tickets your server accepts. Each category has its own Discord channel location, naming pattern, welcome message, support roles, creator restrictions, logging, and automations.
Common examples are Support, Bug Reports, Billing, Appeals, and Partnerships.
Create a category
Open Categories
In the dashboard, select your server and open Categories.
Create the category
Click Create Category, then enter a name, optional emoji, and short description.
Pick the Discord category
Choose the Discord category where ticket channels should be created. Add overflow categories only if your server regularly hits Discord's channel limit.
Set messages and permissions
Write the ticket welcome message, choose support roles, and decide whether only certain member roles can create tickets.
Save and test
Save the category, then open a test ticket from a panel or command.
Important settings
| Setting | What it does |
|---|---|
| Name and emoji | Label shown in the dashboard, panels, and select menus |
| Description | Short explanation shown to users when choosing a category |
| Naming pattern | Channel name format, such as ticket-{number} or {username}-ticket |
| Max open tickets per user | Prevents one user from opening too many tickets in this category |
| Discord category | Parent category where ticket channels are created |
| Overflow categories | Additional parent categories used when the main one is full |
| Welcome message | First message shown when a ticket opens |
| Support roles | Staff roles that can see and manage tickets |
| Allowed user roles | Member roles allowed to create tickets |
| Log channel | Where ticket events are posted |
| Transcript channel | Where saved transcripts are posted |
Naming variables
Use variables in the naming pattern:
| Variable | Example output |
|---|---|
{number} |
42 |
{username} |
alex |
{category} |
support |
{date} |
2026-06-30 |
Recommended patterns:
ticket-{number}for most servers{category}-{number}when you have several ticket types{username}-{number}when staff need to spot the creator quickly
Permissions
Category permissions are split:
- Support Roles decide who can view and manage tickets in the category.
- Allowed User Roles decide who can create tickets in the category.
Leave Allowed User Roles empty if everyone can create tickets. Add roles only when the category should be restricted, such as staff-only, VIP-only, or customer-only support.
Automations
After a category is saved, use its Automations link to attach actions such as welcome messages, priority changes, reminders, auto-close rules, webhooks, or support flows.
Workflow Buttons
Workflow buttons are extra buttons on a category's ticket-opening message, next to the default Close / Claim / Add Note buttons. Clicking one starts a support flow — useful for actions staff use often, like escalating to billing or requesting more information.
Open the Buttons tab
In the dashboard, open the category and go to its Buttons tab.
Add a button
Click Add button, then choose the flow it should run, a label (up to 80 characters), an optional emoji, and a style. Button styles use the same four Discord colors as panel buttons — see Button Styles.
Choose the layout
Toggle Inline layout to place workflow buttons on the same row as Close / Claim / Add Note, or leave it off to give them their own row below.
Reorder or remove
Use the arrows next to a button to reorder it, or delete it when it's no longer needed.
Who can use them
Only staff with support-role access to the category can see and click workflow buttons. If the linked flow is deactivated, the button still shows but won't run the flow — reactivate the flow or point the button at a different one.
Good defaults
| Server type | Suggested categories |
|---|---|
| Community | Support, Reports, Appeals |
| Product or SaaS | General Support, Billing, Bugs, Feature Requests |
| Marketplace | Buyer Help, Seller Help, Disputes |
| Gaming | Support, Player Reports, Ban Appeals |
Start with fewer categories. Add more only when staff genuinely need different permissions, forms, messages, or routing.
Troubleshooting
| Problem | Check |
|---|---|
| Ticket channel is created in the wrong place | The category's Discord category setting points to the right parent category. |
| Staff cannot see tickets | Their Discord role is listed under Support Roles. |
| Members cannot open tickets | Allowed User Roles is empty or includes one of their roles. |
| Channel names look wrong | The naming pattern uses supported variables and no unsupported characters. |
| Logs are missing | A log channel is selected and the bot can send messages there. |