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",[256,257,258],"strong",{},"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.",[252,261,262,263,266],{},"You manage categories under ",[256,264,265],{},"Settings → Categories",". Every change saves automatically.",[268,269,270],"note",{},[252,271,272,273,277],{},"New to the idea? Read ",[274,275,276],"a",{"href":48},"Categories & inputs"," for the concept, then come back here for the how-to.",[279,280,282],"h2",{"id":281},"the-page","The page",[284,285,286,302,327,337],"ul",{},[287,288,289,292,293,297,298,301],"li",{},[256,290,291],{},"The list"," on the left shows every category with its emoji, name and forum channel — or a ",[294,295,296],"em",{},"No channel"," warning when none is set yet. Drag the handle (or use ↑\u002F↓ on it) to reorder: ",[256,299,300],{},"the order here is the order on your creation panels",". A search box filters the list.",[287,303,304,307,308,311,312,315,316,315,319,322,323,326],{},[256,305,306],{},"The header"," shows the selected category. Click the emoji to change it, click the name to rename it inline, and use the ",[256,309,310],{},"…"," menu for ",[256,313,314],{},"Rename",", ",[256,317,318],{},"Duplicate category",[256,320,321],{},"Move up \u002F down"," and ",[256,324,325],{},"Delete category",".",[287,328,329,332,333,336],{},[256,330,331],{},"Six sections"," below hold the settings — Forum Selection, Setup Inputs, Connector Queries, Thread Naming, Messages, Auto-Assignment. On wide screens a ",[256,334,335],{},"Help"," column explains the open section.",[287,338,339,342,343,315,346,315,349,352],{},[256,340,341],{},"The footer"," shows the save state: ",[294,344,345],{},"Changes save automatically",[294,347,348],{},"Saving…",[294,350,351],{},"Saved automatically · a moment ago",". If a save fails, Clarify restores the last saved state and tells you.",[279,354,356],{"id":355},"add-duplicate-and-delete","Add, duplicate and delete",[358,359,361,366,381,385,399,403],"steps",{"level":360},"3",[362,363,365],"h3",{"id":364},"create-a-category","Create a category",[252,367,368,369,372,373,376,377,380],{},"Click ",[256,370,371],{},"New category"," at the bottom of the list. Give it a ",[256,374,375],{},"Name",", pick an emoji, and choose a category to ",[256,378,379],{},"copy the configuration from"," — inputs, messages and settings start out as a copy of that one, so a new category is usable immediately.",[362,382,384],{"id":383},"duplicate-a-category","Duplicate a category",[252,386,387,390,391,398],{},[256,388,389],{},"… → Duplicate category"," creates ",[294,392,393,394],{},"\"",[395,396,397],"name",{}," (copy)\""," with the same emoji and configuration.",[362,400,402],{"id":401},"delete-a-category","Delete a category",[252,404,405,408,409,412],{},[256,406,407],{},"… → Delete category",", then confirm. Tickets already created in that category are kept. A server always keeps at least ",[256,410,411],{},"one"," category, so the last one cannot be deleted.",[414,415,416],"caution",{},[252,417,418],{},"Escalation tiers and opening-hours schedules refer to categories. If you delete a category a tier uses, the escalation configuration reports it as missing the next time you save it; a schedule simply stops covering it.",[279,420,422],{"id":421},"forum-selection","Forum Selection",[252,424,425],{},"Every ticket of this category is created as a thread inside this forum channel — the place where your team works on it.",[427,428,429],"field-group",{},[430,431,434],"field",{"name":432,"type":433},"forumChannelId","select",[252,435,436,439,440,443],{},[256,437,438],{},"Forum channel"," — only forum channels of this server are selectable. The bot needs permission to create threads there. Use ",[256,441,442],{},"Reload"," to fetch the current channel list from Discord (once every 20 seconds). Changing the forum later affects new tickets only; existing threads stay where they are.",[445,446,447],"tip",{"to":43},[252,448,449,450,453,454,457],{},"Whether the customer's side of the ticket is a DM, a private thread or a channel is a server-wide choice — see ",[274,451,452],{"href":43},"Tickets & modes",". The forum is your team's side, and it is only created while ",[256,455,456],{},"Mirror to internal forum"," is on.",[279,459,461],{"id":460},"setup-inputs","Setup Inputs",[252,463,464],{},"The questions the member answers in a form before their ticket is created.",[427,466,467],{},[430,468,470],{"name":469,"type":433},"enabledInputs",[252,471,472,475,476,479,480,483],{},[256,473,474],{},"Active inputs"," — pick up to ",[256,477,478],{},"5"," inputs; Discord shows at most five fields in one form, and any beyond that are dropped. The list mixes your own inputs with the ready-made ones an active integration offers (Stripe, Tebex, Patreon, connectors), marked ",[256,481,482],{},"Module",". A category with no inputs skips the form and opens the ticket immediately.",[252,485,486,487,490,491,494,495,498,499,501],{},"Inputs are ",[256,488,489],{},"server-wide",": create one once with ",[256,492,493],{},"Create new input",", reuse it in every category that needs it, and edit it in one place. The ",[256,496,497],{},"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 ",[274,500,82],{"href":83}," page.",[252,503,504,505,509,510,513,514,322,518,326],{},"The answers appear as fields on the ticket's opening card, and the first five are available as ",[506,507,508],"code",{},"%tag_input_value_01%"," … ",[506,511,512],{},"%tag_input_value_05%"," in ",[274,515,517],{"href":516},"#thread-naming","thread names",[274,519,521],{"href":520},"#messages","messages",[279,523,525],{"id":524},"connector-queries","Connector Queries",[252,527,528,529,532],{},"Run your own ",[274,530,531],{"href":179},"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.",[427,534,535],{},[430,536,539,545,571],{"name":537,"type":538},"connectorBindings","list",[252,540,541,544],{},[256,542,543],{},"Active queries"," — each query is a connector plus one of its lookup operations. For every input the operation declares you choose where the value comes from:",[284,546,547,553,565],{},[287,548,549,552],{},[256,550,551],{},"Ticket input"," — an answer from this category's form.",[287,554,555,315,558,315,561,564],{},[256,556,557],{},"Opener's Discord ID",[256,559,560],{},"Opener's username",[256,562,563],{},"Opener's e-mail"," — data of the member who opened the ticket.",[287,566,567,570],{},[256,568,569],{},"Fixed value"," — a constant, handy for a shop or environment id.",[252,572,573],{},"An operation without inputs runs automatically on every new ticket.",[252,575,576,577,580],{},"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. ",[256,578,579],{},"Manage connectors"," takes you to the connector builder.",[279,582,584],{"id":583},"thread-naming","Thread Naming",[252,586,587,588,590],{},"Defines what the ticket thread is called. Variables are replaced with the ticket's data when it is created; the ",[256,589,497],{}," shows the result.",[427,592,593],{},[430,594,597],{"name":595,"type":596},"threadName","text",[252,598,599,602,603,606],{},[256,600,601],{},"Naming pattern"," — plain text plus variables. Click a variable chip to insert it at the cursor. Discord truncates thread names at ",[256,604,605],{},"100 characters",", so keep it short.",[608,609,610,623],"table",{},[611,612,613],"thead",{},[614,615,616,620],"tr",{},[617,618,619],"th",{},"Variable",[617,621,622],{},"Becomes",[624,625,626,637,647,657],"tbody",{},[614,627,628,634],{},[629,630,631],"td",{},[506,632,633],{},"%user_name%",[629,635,636],{},"The member who opened the ticket",[614,638,639,644],{},[629,640,641],{},[506,642,643],{},"%tag_name%",[629,645,646],{},"The category's name",[614,648,649,654],{},[629,650,651],{},[506,652,653],{},"%created_at%",[629,655,656],{},"When the ticket was created, in your server's timezone and date format",[614,658,659,665],{},[629,660,661,509,663],{},[506,662,508],{},[506,664,512],{},[629,666,667,668,670],{},"The member's answers to the first five ",[256,669,596],{}," inputs — practical for an order number in the title",[268,672,673],{},[252,674,675,676,679],{},"Variables always start and end with ",[506,677,678],{},"%",". Anything else appears exactly as written; a variable without a value is left out.",[279,681,682],{"id":521},"Messages",[252,684,685,686,689,690,693,694,696],{},"Four moments where the bot posts automatically. Each one uses a ",[256,687,688],{},"blueprint"," — a reusable message template. Editing a blueprint updates every category that uses it; ",[256,691,692],{},"Create New Blueprint"," makes one for this phase only, and the ",[256,695,497],{}," shows the selected card.",[427,698,699,708,717,726],{},[430,700,702],{"name":701,"type":688},"enabledEmbedConfig.opening",[252,703,704,707],{},[256,705,706],{},"Welcome — Support Thread Opening."," Posted automatically when the support thread is created in your forum: your team's first look at the ticket.",[430,709,711],{"name":710,"type":688},"enabledEmbedConfig.started",[252,712,713,716],{},[256,714,715],{},"Support — Initial User Message."," The first message the member receives immediately after creating a ticket. It carries their answers, the connector and payment lookups, and the Close and Assign buttons.",[430,718,720],{"name":719,"type":688},"enabledEmbedConfig.closed",[252,721,722,725],{},[256,723,724],{},"Closing — Ticket Closure Message."," Shown once the ticket has been closed, with the Reopen, Transcript and (optionally) Feedback buttons.",[430,727,729],{"name":728,"type":688},"enabledEmbedConfig.reopened",[252,730,731,734],{},[256,732,733],{},"Reopen — Ticket Reopened Message."," Sent when a previously closed ticket is reopened by the member or your staff.",[252,736,737,738,315,741,315,744,322,747,509,749,751],{},"Variables available in these cards include ",[506,739,740],{},"%user_mention%",[506,742,743],{},"%user_avatar_url%",[506,745,746],{},"%ticket_id%",[506,748,508],{},[506,750,512],{},". If a phase has no blueprint selected, Clarify falls back to your server's blueprint of that type, then to its built-in default.",[445,753,754],{"to":53},[252,755,756,757,326],{},"Blueprints, the editor and every placeholder are covered in ",[256,758,759],{},[274,760,52],{"href":53},[279,762,764],{"id":763},"auto-assignment","Auto-Assignment",[252,766,767,768,326],{},"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 ",[274,769,770],{"href":133},"Assignment module",[427,772,773,812,822],{},[430,774,777,786],{"name":775,"type":776},"assignment.strategy","radio",[252,778,779,782,783],{},[256,780,781],{},"Distribution strategy"," — how a new ticket in this category picks a supporter. ",[256,784,785],{},"Default: Off.",[284,787,788,794,800,806],{},[287,789,790,793],{},[256,791,792],{},"Off"," — Manual claiming only — no auto-assignment.",[287,795,796,799],{},[256,797,798],{},"Round-robin"," — Rotate through the available members.",[287,801,802,805],{},[256,803,804],{},"FIFO"," — Longest-waiting supporter is next; returners queue at the back.",[287,807,808,811],{},[256,809,810],{},"Least load"," — The supporter with the fewest open assigned tickets.",[430,813,816],{"name":814,"type":815},"assignment.handledRoles","role-select",[252,817,818,821],{},[256,819,820],{},"Handled groups"," — the support roles this strategy draws from. A member needs one of these roles to be auto-assigned, and to claim tickets, in this category. Empty means every support role.",[430,823,825],{"name":824,"type":433},"assignment.excludedSupporters",[252,826,827,830],{},[256,828,829],{},"Excluded supporters"," — individual members exempted from auto-assignment in this category. They can still claim manually.",[252,832,833,834,837],{},"Supporters who are marked ",[256,835,836],{},"Away"," on the assignment roster are skipped too. Auto-assignment is best-effort: when nobody is available, the ticket simply waits for a claim.",[279,839,841],{"id":840},"categories-and-discord-forum-tags","Categories and Discord forum tags",[252,843,844,845,848],{},"Categories that were imported from your forum's Discord tags during onboarding ",[256,846,847],{},"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.",[279,850,852],{"id":851},"whats-next","What's next",[854,855,856,863,868,873],"card-group",{},[857,858,860],"card",{"icon":859,"title":82,"to":83},"i-lucide-list-checks",[252,861,862],{},"Every input type you can add to a category's form.",[857,864,865],{"icon":173,"title":172,"to":179},[252,866,867],{},"Build the lookups your connector queries run.",[857,869,870],{"icon":55,"title":87,"to":88},[252,871,872],{},"The clickable message members use to open a ticket.",[857,874,875],{"icon":135,"title":132,"to":133},[252,876,877],{},"Claiming, markers and the roster behind auto-assignment.",{"title":879,"searchDepth":880,"depth":881,"links":882},"",1,2,[883,884,885,886,887,888,889,890,891,892],{"id":281,"depth":881,"text":282},{"id":355,"depth":881,"text":356},{"id":421,"depth":881,"text":422},{"id":460,"depth":881,"text":461},{"id":524,"depth":881,"text":525},{"id":583,"depth":881,"text":584},{"id":521,"depth":881,"text":682},{"id":763,"depth":881,"text":764},{"id":840,"depth":881,"text":841},{"id":851,"depth":881,"text":852},"Create and manage ticket categories — each with its own forum, questions, thread naming, messages, connector queries and auto-assignment.","md",null,{},{"icon":50},{"title":78,"description":893},"mAPmvWxGPJJUBWuPU3J8ScgRQe91H9iZtq8grWd0Y_0",[901,903],{"title":73,"path":74,"stem":75,"description":902,"icon":76,"children":-1},"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.",{"title":82,"path":83,"stem":84,"description":904,"icon":85,"children":-1},"Every ticket input type — text, selection, channel\u002Frole\u002Fuser pickers, file uploads — plus the ready-made payment and connector inputs Clarify offers automatically.",1792666271152]