Categories

TicketBot gives you complete control over the organization of your ticket channels within your Discord server. Discord categories help keep your server organized by grouping related channels together.

How it works:

• All ticket channels must be placed inside a Discord category
• If you don't select a category, TicketBot will automatically create a new one named "Tickets"
• You can change this at any time and use any existing category from your server
• Different ticket subjects can use different categories for better organization

This flexibility allows you to organize tickets by type, priority, status, or any other system that works for your server's workflow.

Ticket Categories

Ticket category

This setting determines where newly created ticket channels will appear in your Discord server. When a user opens a ticket, the channel will be created inside the category you select here.

Configuration:

• Choose from a dropdown list of all existing categories in your server
• All tickets created under this subject will be placed in the selected category
• You can use the same category for multiple subjects or give each subject its own category
• The category's permission settings will be inherited by ticket channels (unless overridden)

Best practices:

• Use descriptive category names like "Support Tickets" or "Bug Reports"
• Keep ticket categories separate from your main server channels for better organization
• Consider creating different categories for different ticket types (e.g., "General Support", "Technical Issues", "Sales Inquiries")

Automatically move answered tickets

Enable this feature to automatically organize tickets based on their response status. When activated, TicketBot will move ticket channels between categories depending on whether they're waiting for a user response or staff response.

How it works:

1. Enable the toggle switch
2. A new option appears to select an "Answered ticket category"
3. When staff reply to a ticket, it automatically moves to the answered category
4. When the user replies back, it moves back to the main ticket category

Benefits:

• Visual organization - Quickly see which tickets need staff attention vs. user responses
• Priority management - Focus on tickets in the active category that need staff replies
• Cleaner workspace - Separate active tickets from those awaiting user responses
• Better workflow - Staff can easily identify which tickets require immediate action

This feature is particularly useful for busy support teams managing many tickets simultaneously.

Answered ticket category

This setting appears when "Automatically move answered tickets" is enabled. Choose which category ticket channels should move to when a staff member responds and the ticket is waiting for the user to reply.

Ticket movement flow:

1. New ticket created → Appears in the main ticket category
2. Staff member responds → Ticket moves to the answered ticket category (waiting for user)
3. User replies back → Ticket moves back to the main ticket category (needs staff attention)
4. This cycle continues until the ticket is closed

Recommended setup:

• Name the category something like "Awaiting User Response" or "Pending User"
• Place this category below your main ticket category for clear visual separation
• Use category permissions to control who can see these pending tickets
• Consider creating a separate category for each ticket subject if you handle different types of requests

Example organization:

📁 Active Support Tickets (staff needs to respond)
   └── ticket-0001-user-issue
   └── ticket-0003-another-issue

📁 Awaiting User Response (staff has replied)
   └── ticket-0002-waiting-response

This creates a kanban-style workflow that helps support teams stay organized and prioritize their work effectively.