A category is a ticket type — billing, tech support, a report, a purchase. Every ticket arrives pre-labelled and complete because its category decides where it lands, what the member is asked first, how the thread is named, which messages the bot posts, and who picks it up.
You manage categories under Settings → Categories. Every change saves automatically.
The page
- The list on the left shows every category with its emoji, name and forum channel — or a No channel warning when none is set yet. Drag the handle (or use ↑/↓ on it) to reorder: the order here is the order on your creation panels. A search box filters the list.
- The header shows the selected category. Click the emoji to change it, click the name to rename it inline, and use the … menu for Rename, Duplicate category, Move up / down and Delete category.
- Six sections below hold the settings — Forum Selection, Setup Inputs, Connector Queries, Thread Naming, Messages, Auto-Assignment. On wide screens a Help column explains the open section.
- The footer shows the save state: Changes save automatically, Saving…, Saved automatically · a moment ago. If a save fails, Clarify restores the last saved state and tells you.
Add, duplicate and delete
Create a category
Click New category at the bottom of the list. Give it a Name, pick an emoji, and choose a category to copy the configuration from — inputs, messages and settings start out as a copy of that one, so a new category is usable immediately.
Duplicate a category
… → Duplicate category creates "
Delete a category
… → Delete category, then confirm. Tickets already created in that category are kept. A server always keeps at least one category, so the last one cannot be deleted.
Forum Selection
Every ticket of this category is created as a thread inside this forum channel — the place where your team works on it.
Setup Inputs
The questions the member answers in a form before their ticket is created.
Inputs are server-wide: create one once with Create new input, reuse it in every category that needs it, and edit it in one place. The Live Preview shows the form exactly as Discord will render it, titled with the category's name. Every input type, its options and its limits are documented on the Ticket inputs page.
The answers appear as fields on the ticket's opening card, and the first five are available as %tag_input_value_01% … %tag_input_value_05% in thread names and messages.
Connector Queries
Run your own data connector operations when a ticket in this category is created — an order lookup against your shop, a customer record from your CRM — and post the result as a card into the thread.
- Ticket input — an answer from this category's form.
- Opener's Discord ID, Opener's username, Opener's e-mail — data of the member who opened the ticket.
- Fixed value — a constant, handy for a shop or environment id.
Queries run right after the ticket opens, in parallel, and never delay or block the ticket. A required query input that stays empty (for example an optional form field the member skipped) skips that query; a connector that is unavailable leaves a short notice instead of a card. Manage connectors takes you to the connector builder.
Thread Naming
Defines what the ticket thread is called. Variables are replaced with the ticket's data when it is created; the Live Preview shows the result.
| Variable | Becomes |
|---|---|
%user_name% | The member who opened the ticket |
%tag_name% | The category's name |
%created_at% | When the ticket was created, in your server's timezone and date format |
%tag_input_value_01% … %tag_input_value_05% | The member's answers to the first five text inputs — practical for an order number in the title |
%. Anything else appears exactly as written; a variable without a value is left out.Messages
Four moments where the bot posts automatically. Each one uses a blueprint — a reusable message template. Editing a blueprint updates every category that uses it; Create New Blueprint makes one for this phase only, and the Live Preview shows the selected card.
Variables available in these cards include %user_mention%, %user_avatar_url%, %ticket_id% and %tag_input_value_01% … %tag_input_value_05%. If a phase has no blueprint selected, Clarify falls back to your server's blueprint of that type, then to its built-in default.
Auto-Assignment
Automatically assign new tickets of this category to a supporter — the strategy and the participating groups are chosen here, per category. The global rules (who may claim or assign, markers, DMs) live in the Assignment module.
- Off — Manual claiming only — no auto-assignment.
- Round-robin — Rotate through the available members.
- FIFO — Longest-waiting supporter is next; returners queue at the back.
- Least load — The supporter with the fewest open assigned tickets.
Supporters who are marked Away on the assignment roster are skipped too. Auto-assignment is best-effort: when nobody is available, the ticket simply waits for a claim.
Categories and Discord forum tags
Categories that were imported from your forum's Discord tags during onboarding are those tags: renaming a tag or changing its emoji in Discord updates the category, and new tags on the forum appear as new categories. Categories you create in the dashboard are Clarify's own and are not created as Discord tags.
What's next
General settings
Choose where tickets live for your customers, whether your team works in a mirrored forum, set your timezone and formats, review your plan, and find the Danger Zone.
Ticket inputs
Every ticket input type — text, selection, channel/role/user pickers, file uploads — plus the ready-made payment and connector inputs Clarify offers automatically.