Forms
Forms reduce back-and-forth by collecting the information you always need. Each form can publish a Discord panel (buttons) and create tickets with preset tags, priority, and routing.
Tip
Keep the first form short. You can always ask follow-ups after the ticket opens.
Field types
| Field | Use case | Example |
|---|---|---|
| Short text | IDs and concise values | Order ID, Username |
| Long text | Descriptions and steps to reproduce | Bug report |
| Dropdown | Structured categories | Issue type |
| Multi-select | Multiple attributes | Platforms affected |
| Attachment | Proof and screenshots | Invoice, error screenshot |
Routing rules
Routing rules decide the team, default owner (optional), creation target (category/channel), and SLA policy. Routing can be based on form answers, Discord signals, or AI tags.
Routing rule (pseudo-config)
when:
form.issue_type == "Billing"
then:
set.team = "Ops"
add.tags = ["billing"]
set.priority = "high"
set.sla_policy = "billing-high"Priority and SLA
Priority is a label; an SLA policy drives timers and alerts. Keep them separate so you can change SLA behavior without breaking reporting.
Warning
Avoid priority inflation. If everything is “High”, nothing is.
Templates
Templates prefill first messages, internal notes, and canned follow-ups. Use templates to standardize your playbooks.
Canned reply template
Hey! Thanks for reaching out.
To help quickly, can you share:
1) Your order ID
2) What you expected to happen
3) A screenshot of the error (if any)
Once we have that, we’ll take a look right away.