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Categories & Routing

Categories let you route tickets to the right staff team automatically, set response SLAs, and control which roles can see and claim each type of ticket.

Creating a category

  1. Go to Dashboard > Tickets > Categories
  2. Click New Category
  3. Give the category a name (e.g. "Ban Appeal", "Technical Support", "Player Report")
  4. Choose which staff roles can see tickets in this category
  5. Optionally set a response SLA (e.g. 2 hours for critical, 24 hours for general)
  6. Optionally enable AI auto-response for this category
  7. Click Save

Recommended categories for RP servers

CategoryRouted toNotes
General SupportAll staffDefault catch-all. AI auto-response recommended.
Whitelist IssueWhitelist teamFor applicants with questions about their application status.
Ban AppealSenior staffRoute to senior staff or admin only. AI not recommended.
Bug ReportDeveloper / adminFor reporting server script bugs or glitches.
Staff ReportAdmin onlyRestrict visibility to admins — staff should not see reports about themselves.
Player ReportModeratorsReports of rule violations. Include evidence requirements in the description.
Department ApplicationDepartment commandRoute directly to department heads for each faction.

Routing logic

When a member opens a ticket using /ticket new, Docket currently assigns tickets to the general ticket notification channel. To use category-based routing, members can select a category from a dropdown when opening the ticket — you configure which categories are selectable in the dashboard.

Staff with roles that match the category's allowed roles will see the ticket alert. Staff without matching roles will not be pinged or shown the ticket.

Response SLA

Setting a response SLA on a category causes Docket to post a reminder in the staff notification channel if no staff member has responded within the SLA window. This helps prevent tickets from going stale during busy periods.

SLA timers start when the ticket is opened, not when it is assigned. A ticket without a staff response that exceeds its SLA is marked Overdue in the dashboard queue.

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