Categories & ticket fields
Every ticket in Clarify has a category — its type. Billing, Tech support, Report a player, Buy a rank: whatever your server needs. A category decides where the ticket lands in your forum, what a member is asked before it opens, how the thread is named, which messages the bot posts, and who picks it up. Get your categories right and every ticket arrives pre-sorted and complete, so your team can start helping instead of asking "what's this about?".
What a category is
Think of a category as a labelled tray. When a member opens a ticket, they pick a category (a panel button in your server, or a choice in the bot's DM), and Clarify drops the ticket into the matching tray — a thread in the category's forum channel, tagged with the category where it is one of the forum's tags, so your team can filter the whole forum down to just Billing, or just Reports, in one click.
Categories give you three things:
Organised forum
Each ticket is tagged with its category, so your forum stays sorted and searchable instead of one big pile.
The right questions
Each category asks its own set of fields, so a Billing ticket collects an order number and a Report collects the player and channel.
Routing & context
Categories point tickets at the right forum channel, name the thread, set the bot's messages, run connector lookups and pick a supporter — all per type.
A server always has at least one category. Most have a handful — one per kind of request they actually get.
Ticket fields (the create modal)
When a member starts a ticket in a category, Clarify shows them a small form — Discord calls it a modal. The fields in that form are the ticket inputs for that category. This is where you collect what you need up front: an order number, a description, a screenshot, the player they're reporting.
Because you set the fields per category, a member only ever sees the questions that matter for their request. No "please describe your issue" catch-all — the Report category asks for the offender and the evidence, the Billing category asks for the order number.
Kinds of field
You can build a form from these input types. Each is documented in full on the Ticket inputs how-to page.
| Field | What the member does |
|---|---|
| Text input | Types free text — short, or a paragraph for a description. |
| Selection | Picks one or more options from a dropdown you define. |
| Channel / Role / User select | Picks one or more Discord channels, roles or members. |
| File upload | Attaches up to ten files or screenshots. |
Predefined module inputs
When you activate an integration or build a data connector, Clarify offers you extra, ready-made inputs you can enable in a category — no setup needed. They capture exactly the value that integration needs to run a lookup, and the answer becomes a lookup card on the ticket instead of a plain field.
For example:
- Stripe offers order, payment intent, charge, checkout session, customer, customer e-mail, subscription and invoice IDs.
- Tebex offers a transaction ID, a subscription reference and a basket ID.
- Patreon offers a member ID and a Patreon e-mail.
- Data connectors provide the inputs they declare — and many of their lookups need no input at all, because they resolve the member from their Discord account.
Add one of these to a category and the member's answer flows straight into a payment or data lookup, so the result appears on the ticket for your team — without anyone copying IDs by hand. See Integrations and Data connectors for what each can look up.
How it fits together
A member picks a category
They click a category button on one of your panels, or pick the category in a DM with the bot.
They fill in the fields
Clarify shows the modal for that category — only the fields you set.
The ticket opens, pre-sorted
The thread opens in the category's forum, named to your pattern, with your opening message. Module inputs and connector queries kick off their lookups, and auto-assignment picks a supporter if the category has a strategy.
Your team sees full context
The answers, and any payment or connector results, are right there on the ticket from the first message.
Where to set this up
This page is the idea. To actually create and edit categories and their fields, use the how-to pages:
Tickets & delivery modes
What a Clarify ticket is, the three delivery modes that decide where the customer's side lives, message mirroring, and how to browse and act on tickets in the dashboard.
Cards & placeholders
How Clarify turns payment lookups and connector responses into rich Discord cards, and how %placeholder% tokens are filled with live data.