Ticket types and forms

Each ticket type (called an "option" in the dashboard) stands alone: it has its button, its category, its welcome message and its form.

Example: one panel offers "Technical support", "Billing" and "Report a member", and each of those requests lands in a different category, with a different welcome and a different team.

Appearance

Label, emoji, button colour (blurple, grey, green, red).

Category and channel name

• Opening category: where the channel is created.
• Closed tickets category: where it is moved on closing. Left empty, it stays put.
• Overflow categories: used when the previous one hits Discord's 50 channels.
• Name template: ticket-{ticket.number} by default, with padding to 4 digits (ticket-0042).

Welcome message

The first message posted in the ticket: a text, an optional embed, and three role lists:

• roles to mention on opening;
• roles to add to the member who opens;
• roles to remove from the member who opens.

The last two serve servers that track a state ("being processed", for instance).

Opening form

Enable it to ask questions before the ticket opens. Discord limits a form to 5 questions.

Each question has a label, a placeholder, a minimum and maximum length, whether it is required, and a short or long format.

The attach answers to the welcome message option shows a summary directly in the ticket: the staff has the context without having to ask for it again.

A good form saves an entire round trip. Two well-chosen questions beat five generic ones.