Categories & Routing
Categories are your departments — Support, Billing, Appeals, and so on. Each one has its own destination, staff, questions, naming scheme, and welcome message.
Setting one up
- 📂 Manage Categories → ➕ Add Category and name it.
- 📁 Set Category Channel — pick where tickets are created.
- Optional: 🛡️ Category Support Roles to give this category its own staff.
- Optional: 📁/🧵 Switch to Threads/Channels to change the ticket type.
Channels vs. threads
| Type | Best for | Notes |
|---|---|---|
| Channel (default) | Sensitive support needing strict permissions | Created inside a Discord category. Can be moved with /move. |
| Thread | High-volume, lightweight requests | Private threads inside one text channel. The assigned location must be a text channel, not a category. Threads can't be moved between categories. |
Support roles per category
If a category has its own support roles, those roles (and Administrators) manage its tickets. If it has none, the global support roles apply. See Support Roles.
Moving tickets
Staff can escalate a channel ticket with /move category:<name>. The channel is re-parented to the target category's
Discord location and the ticket's category is updated. Existing permission overwrites are kept as they are.
Limits
Categories are stored per server; the dashboard's category selector shows up to 25.