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Docs/Configuration/Ticket types

Configuration

Ticket types

Ticket types let you categorize support requests so that each one routes to the right channel, pings the right role, and opens with the right welcome message.

DocketNøyra Docket team
6 min read
May 17, 2026

What are ticket types?

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

Tip

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

01

Create 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"
  • Description — Help users understand when to use this type
  • 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
Tip

A good starting type: Name: Support, Description: General player support, Number Format: NOY-SP{number:04d}, Channel: #support.

02

Edit 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.

Important

Editing a ticket type only affects new tickets going forward. Already-created tickets keep their original settings.

03

Delete 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
Important

Deleting a ticket type is permanent and cannot be undone. Existing tickets remain accessible, but no new tickets can use that type.

Tip

Before deleting, make sure no one is actively using this type and you've exported any ticket history you need to keep.

Best practices

Type organization

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

Common setups

  • Tech support — Bug Report → #bug-track, Feature Request → #feature-ideas, Technical Support → #support
  • Community server — General Support → #support, Moderation Appeal → #appeals, Partnerships → #partnerships
  • Business — Support Request → #support, Billing → #billing, Enterprise → #enterprise