Ticket categories & opening forms
Route private support to the right configured team.
Prepare the private spaces
Set the private ticket category, public panel channel, private transcript archive and default support roles. Ordinary members must not see other cases or their archive. Test channel overwrites with a normal account before publishing the panel.
Create category choices
Premium supports up to 500 categories. Each has a stable ID, name, button label, optional emoji, support roles and AI switch. An empty category role list inherits the main support team. Several roles can be selected. Keep category names understandable to members.
Ask useful opening questions
Add up to five questions per category, marking each required or optional. Ask only for information needed to address the issue. Do not request passwords, API keys, payment details or identity documents. The form is bound to the initiating member and expires; a stale form should be reopened from the panel.
Publish and maintain the panel
Save configuration, choose Embed or Container and publish. A single panel shows 20 category buttons per page with navigation controls when needed. New panels are not silently substituted for older messages: republish deliberately and remove obsolete public panels when appropriate.
Understand role snapshots
Category roles are captured when a ticket opens. Changing a category later does not automatically widen an existing private case. AI can route to a topic team only among roles already authorised for that ticket; it cannot grant access or assign roles.