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Managing Ticket Types

Learn how to create, modify, and delete different ticket categories in your Docket setup.

What Are Ticket Types?

Ticket types allow you to categorize different types of support requests. Instead of all tickets being the same, you can have different types like "Bug Report", "Feature Request", and "General Support" — each with its own settings.

Why Use Ticket Types?

Ticket types help organize your support workflow, route tickets to appropriate teams, and provide context-specific welcome messages.

Creating a Ticket Type

  1. Go to your server's dashboard
  2. Find the "Ticket Types" section
  3. Click "Create New Ticket Type"
  4. Fill in the required fields:
    • Name— What users see (e.g., "Bug Report")
    • Description — Explain what this type is for
    • Number Format — Template for ticket IDs
    • Channel — Where these tickets are created
    • Staff Role — Optional role with access
  5. Click "Create" to save

Field Details

  • Name— Keep it concise: "Bug Report", "Feature Request", "Support", "Billing Question"
  • Description— Help users understand when to use this type: "Report bugs or issues you've encountered"
  • Number Format — Use {number} as placeholder: ticket-{number} → ticket-1, BUG-{number} → BUG-1
  • Channel — Select from your Discord channels. Route different types to different channels
  • Staff Role — If set, this role automatically gets access to all tickets of this type

Example Setup

Create a "Bug Report" type with: Name: Bug Report, Description: Report bugs you've found, Number Format: BUG-{number}, Channel: #bug-reports, Staff Role: @Developers

Editing a Ticket Type

  1. Go to the Ticket Types section
  2. Find the ticket type you want to edit
  3. Click the "Edit" button
  4. Make your changes
  5. Click "Update" to save

You can edit: Name, Description, Number Format, Channel, and Staff Role.

Impact of Changes

Editing a ticket type affects new tickets going forward, not existing ones. Already-created tickets keep their original settings.

Deleting a Ticket Type

  1. Go to the Ticket Types section
  2. Find the ticket type you want to delete
  3. Click the "Delete" button
  4. Confirm the deletion when prompted

Permanent Action

Deleting a ticket type is permanent and cannot be undone. Existing tickets remain accessible, but new tickets can't use that type.

Before Deleting

Make sure no one is actively using this type, you've exported any needed ticket history, and users understand they won't see this option anymore.

Best Practices

Type Organization

  • Keep the number of types manageable (3-7 is usually ideal)
  • Use clear, descriptive names that users will understand
  • Group related types together logically

Naming Conventions

  • Be consistent with capitalization and formatting
  • Avoid abbreviations that users might not understand
  • Use customer-facing language, not internal jargon

Channel Usage

  • Keep tickets organized by using different channels per type
  • Or funnel everything to one channel if your volume is low
  • Make sure staff members have access to relevant channels

Common Examples

Tech Support Setup

  • Bug Report → #bug-track
  • Feature Request → #feature-ideas
  • Technical Support → #support-tickets

Community Server Setup

  • General Support → #support
  • Moderation Appeal → #appeals
  • Partnerships → #partnerships

Business Setup

  • Support Request → #support
  • Billing Question → #billing
  • Enterprise Inquiry → #enterprise