Categories
A category is a request topic — “Payment”, “Bug”, “Report” — and everything about how a ticket on that topic behaves: who sees it, the channel permissions, buttons and messages, limits, hours, claiming, where to create the channel and where to log. A category belongs to the server: the same one can be shown in several panels and behaves the same everywhere. An empty field takes the value from the server settings.
Where it is set up
| Way | What you can do |
|---|---|
| Web panel → Categories → category | Everything: the “General”, “Messages”, “Access”, “Buttons”, “Behavior”, “Limits”, “Hours”, “Logs” tabs. On the right — the result: how a member sees it, who can do what, the ticket's path, whether support is working right now, and the category check. Edits pile up and go out with the “Save” button. |
| Web panel → Panels → panel → Categories | Which panels show the category, in what order, with what label. |
| The “⋯” menu in the category header | Rename, copy (a new category with all the settings; it is added to a panel on the panel's “Categories” tab), delete. |
/category add [name] [panel], /category edit | Name, emoji, description, channel category, roles, welcome message, color. No panel given — the server's first panel. |
/category list | A list with roles. |
/category remove [name] | Deleting. |
General
- What it does
- Up to 100 characters. Shown in the pick list, on the button (the “category buttons” style), in the ticket's “Category” field, and becomes the ticket's subject.
- Default
- —
- What it does
- The emoji goes before the name; the description is the second line in the drop-down. A particular panel can label the category differently.
- Default
- empty
- What it does
- Blue, grey, green or red — for the “Category buttons” panel style.
- Default
- grey
- What it does
- 0 = low, 1 = medium, 2 = high. A new ticket gets this priority.
- Default
- 0
- What it does
- The Lolka channel category for open tickets. Empty — the server's ticket category.
- Default
- empty
- What it does
- The channel category for the “archive” action. Empty — the server's archive.
- Default
- empty
Reviews instead of tickets
A category can be turned into a review intake: “General” → “Reviews” → “Reviews instead of tickets”. Then the category’s button doesn’t open a ticket. The person fills in the category’s form (questions — the “Form” tab), then rates in a message only they can see — and the review appears in the reviews channel right away: the rating, the author and the form answers with the questions. There’s no ticket channel, and staff don’t need to do anything.
- What it does
- Where to publish. Required: without a channel the bot replies that reviews aren't accepted yet.
- Default
- —
- What it does
- ⭐ stars 1–5 or 👍 / 👎 — as buttons, you can't type in something else.
- Default
- stars
- What it does
- The review in the channel shows the person's nickname and avatar (through the reviews channel's webhook). The bot needs the “Manage webhooks” permission in that channel; without it the review is posted by the bot.
- Default
- yes
- What it does
- No; “Ask the author” — the rating has a “🙈 Anonymous” button and the person decides; “Always”. An anonymous review is posted by the bot with “Anonymous” instead of the name. The bot remembers the author only for the pause between reviews — it isn't shown in the channel or the panel.
- Default
- no
- What it does
- The pause between one person's reviews in this category: none, an hour, a day or a week.
- Default
- a day
- What it does
- The “Form” tab: as text or an embed, your own text, title, color, image. Placeholders:
{rating}— the rating as icons,{user}and{user_name}— the author (the mention doesn’t ping) and their name,{answers}— all form answers,{answer1}… — an answer by question number,{category},{guild}. Without its own title the embed has no title. A preview is on the right. - Default
- text: rating, author, answers
- What it does
- Same place: “Please rate” (
{channel}— the reviews channel), “Thanks for the review” ({channel}— the reviews channel) and “Refusal: too early for a new review” ({wait}— how long to wait). Only the author sees them. “Anonymous author name” (instead of “Anonymous”) is there too. - Default
- default
- What it does
- Same place: label, emoji and color of each button — stars 1–5 or 👍 / 👎 and the “Anonymous” toggle. Reviews have their own; the ticket rating isn't affected.
- Default
- ⭐ 1…5, 👍 Like / 👎 Dislike
In “Reviews” mode the category keeps only the tabs that affect a review: “General”, “Form” (questions and the review’s look) and “Access” (who can’t). The rest — channel permissions, buttons, behavior, limits, hours, logs — doesn’t apply to a review and is hidden. A reviews category isn’t offered as an escalation target or in “Ticket for a member”.
- •Without form questions — just the rating.
- •The blacklist and “Who can't open” work as for tickets (the blacklist is checked again on publishing). Support hours and ticket limits don't: a review can be left at any time, even if the person has an open ticket. Reviews have their own pause.
- •Mentions in the review text don't fire — you can't ping a role or everyone through a review.
- •A long review goes out as several messages (no more than three).
- •There are 15 minutes to rate after the form; if the bot restarted in the meantime, the button replies “the form is outdated” — fill it in again.
- •You can't open a review for a member (/ticket open member: or “+” in the inbox) — the person leaves the review themselves.
- •The results are in the web panel’s “Statistics”, the “Reviews” block: the average, the split by stars, by day and by category. Who left a review isn’t shown there — analytics.
Messages
The ticket’s welcome message is the face of the category, so it is set here. The other system texts are shared by the server and live in the server settings — you don’t have to write the same “Ticket closed” in every category. If the text should differ for this category, you can override it right here: such items are marked “differs from server” and come back with one button.
Each message has a text and, optionally, an embed (title, description, color, image, footer, author); on the right — a preview of how it will look in Lolka, and the form shown before opening. An empty field takes the server value, and if that’s empty too — the default text. Placeholders are in Templates and placeholders.
A category overrides only the texts that make sense to change per topic. Blacklist, per-period limit, server limit, transcript, “Member added”, “Ticket created”, the auto-close reason and the “this button isn’t for your roles” refusal are only in the server settings.
| Message | When it is shown |
|---|---|
| In the ticket | The first message in a new ticket's channel. |
| After the welcome | A plain message right after the welcome — mentions in it ping. A good place for {support} to call staff. |
| Close confirmation | The question before closing (two-step closing). |
| Close / reopen | After closing / reopening. |
| Close request | The author asks to close the ticket when closing needs approval. |
| Claim / unclaim | Staff claimed the ticket / released it. |
| Ticket transfer | A staff member handed the ticket to another. |
| Escalation | The ticket was moved to another category. |
| Refusals: per-person limit / category limit | This category's limits. Only the person who pressed sees it. |
| Rating | The rating question after closing and “Thanks for the rating”. |
- What it does
- Up to 5 questions: label (up to 45 characters), hint, required or not, a short (200) or long (1000) answer and the answer length “from … to …” — for example, a description of at least 20 characters. The answers arrive as the second welcome card and show in the ticket card. No questions — the ticket opens without a form.
- Default
- empty
The panel message itself (with the “Open ticket” button) is on the panel page.
Ticket button labels, emoji and colors are also shared by the server; the category sets which buttons to show and who may press them, and overrides the look if needed.
Access and permissions
- What it does
- Added to the server's staff. They see the category's tickets and can claim and close them. Handy when accountants see “Payment” and developers see “Bugs”.
- Default
- empty
- What it does
- See the channel but aren't staff: they don't claim, don't count in stats and aren't pinged. They don't see a private ticket (/ticket private).
- Default
- empty
- What it does
- Roles that can't open a ticket in this category: for example, “Reports” are closed to newcomers. Doesn't apply to admins and staff; the server blacklist works separately.
- Default
- empty
- What it does
- Given on open and reopen, removed on close.
- Default
- empty
- What it does
- For verification and whitelists. The role must be below the bot's role, otherwise the bot skips it and warns in the channel.
- Default
- empty
Roles the bot gives out itself (to the author during the ticket, after closing, to the claimer) can be set only by the server owner or a Lolka administrator: otherwise anyone could give themselves any role below the bot through a ticket.
Below is the “group × ticket state” matrix: for an open and a closed ticket you set separately what each group can do (allow / deny / leave as is). Channel permissions on Lolka: view the channel (together with history), send messages (together with files and links), manage messages (together with pinning), add reactions, voice messages, bypass slow mode.
- Open
- view, write, manage messages, reactions, voice, no slow mode
- Closed
- same
- Open
- view, write, reactions; voice — as on the server
- Closed
- view; no writing, reactions or voice
- Open
- view, write, reactions; voice — as on the server
- Closed
- view; no writing, reactions or voice
- Open
- nothing
- Closed
- nothing
Buttons
Buttons in the ticket channel: each has an emoji, label, color, “shown / hidden” and “who may press”. Empty — the look from the server (Settings → Texts and buttons), and if that’s empty too — the default. The “Open ticket” button belongs to the panel.
- Where
- Open ticket
- Default
- 🔒 Close, red
- Where
- Open ticket (if “Tickets can be claimed” is on)
- Default
- 👋 Claim, blue / ↩️ Unclaim, grey
- Where
- Open ticket
- Default
- ➕ Add / ➖ Remove, grey
- Where
- Open ticket; “Edit” and “Delete” are under the note itself
- Default
- 📝 Note, grey / ✏️ Edit, blue / 🗑️ Delete, red
- Where
- The close dialog
- Default
- Confirm, red / Cancel, grey
- Where
- The author's close request
- Default
- ✅ green / ❌ grey
- Where
- Closed ticket
- Default
- 🔓 green / 🗑️ red / 📄 grey
- Where
- The rating question after closing
- Default
- ⭐ 1–5 or 👍 Helped / 👎 Didn't help; 💬 Leave a comment
“Who may press”: empty — the usual rule (staff, and for “Close” and “Transcript” also the author). Roles set — only they can press; admins always can. A role narrows the circle, it doesn’t grant the right: someone who isn’t staff can’t press even with the role. This way “Delete” and “Reopen” can be left to senior staff, and “Claim” to whoever is on duty.
Above on the same tab are “Custom buttons”: up to 5 buttons with your label in a second row of the welcome message while the ticket is open. What a press does is set by an automation rule “Custom button pressed”.
Behavior
- What it does
- Archive or delete the channel. Empty — same as the server.
- Default
- same as server
- What it does
- Two-step closing: the “Close” button first asks for a reason and a confirmation.
- Default
- on
- What it does
- The author doesn't close the ticket but sends a request; staff approve or decline it.
- Default
- off
- What it does
- The “Reopen” button in the archived channel works for the author too.
- Default
- off
- What it does
- The first message with buttons is pinned in the channel. Without the permission to pin, the ticket opens without pinning.
- Default
- off
- What it does
- Whether to ask for a rating, its kind (stars or 👍 / 👎) and the reviews channel. Empty — same as the server (Settings → Ratings). More in Rating after closing.
- Default
- same as server
- What it does
- The “Claim / Unclaim” buttons and the /ticket claim, unclaim, transfer commands; “Where to move claimed tickets” — the channel category for claimed ones; a role for the staff member while the ticket is theirs.
- Default
- off
- What it does
- The ticket is assigned to the staff member who wrote in the channel first, without pressing “Claim”. Messages from the ticket author, bots and web panel replies don't count. Works when “Tickets can be claimed” is on. If “Claim” has “who may press” set, only those roles claim this way.
- Default
- off
- What it does
- While the ticket is claimed, other staff can read it but not write. Unclaimed or transferred — the permissions follow. Works when “Tickets can be claimed” is on.
- Default
- off
- What it does
- For an open, claimed and closed ticket. Placeholders:
{number},{user},{panel},{staff},{closed_by}— the legend is right under the fields. - Default
- ticket-{number}-{user} · [{staff}]-ticket-{number}-{user} · closed-{number}
- What it does
- Categories for
/ticket escalate. Empty — nowhere to escalate. From the web panel an admin can move a ticket to any category. - Default
- empty
Limits and hours
- What it does
- How many tickets of this category one person can have open. The server's per-person limit applies along with this. Empty or 0 — no limit of its own.
- Default
- empty
- What it does
- How many tickets of this category can be open at once. The server's overall limit applies along with this. Empty or 0 — no limit.
- Default
- empty
- What it does
- Its own target for the “on time” stats. Empty — same as the server. See Statistics → First reply target.
- Default
- same as server
- What it does
- Added to the server list from Settings → Limits.
- Default
- empty
- What it does
- “Same as server” — the schedule from the server settings; “own hours” — its own schedule, time zone, exceptions and text; “no limits” — always accept. “Reports” — around the clock, “Purchases” — during working hours.
- Default
- same as server
Logs and transcripts
Logs are a server setting (Settings → Logs): the channels, the event list and the transcript are set once for all categories. Here you see what comes from the server, and the same can be overridden for this category — the button next to it brings back the server version.
- What it does
- Turn it off for simple questions that aren't worth keeping. Your own value goes back with “Reset to server”.
- Default
- same as server
- What it does
- Empty — the server's channel. No transcript channel here or on the server — the file goes to the log channel if “Transcript” is logged. A private ticket's transcript isn't sent to channels.
- Default
- empty
- What it does
- An event filter. While there’s no list of its own, the server’s events are ticked and labeled “same as server”. Ticked or unticked a box — the category has its own list and the server’s doesn’t apply to it; “Reset to the server list” — back to the server. Unticked everything — also same as the server: you can’t turn the log off for one category only. The events themselves are in Transcripts and logs.
- Default
- same as server
Category and panels
| Items in the panel | What the member sees |
|---|---|
| 1 (default) | No pick — the ticket opens in this category right away. |
| 2…25 | A drop-down (the “Button in the channel” style) or a button per category (the “category buttons” style). |
- •One category can sit in several panels: “Payment” in both “Support” and “Shop” — with one set of settings.
- •Each panel has its own label, emoji, description and color for the category — the behavior doesn't change.
- •A panel always has a “default” category; a new panel gets the “General” category right away.
- •One panel holds up to 25 categories: that's how many fit in a message.
Where a value comes from
One rule: the category first; if it’s empty, the server.
They add up, not override.
Deleting
- •The category's tickets are not deleted — their category is cleared. History and stats are kept.
- •In the web panel a category can't be deleted while it's the only one in some panel — add another one there first.
- •The messages of panels that had the category are redrawn right away. If the bot is unavailable — on the next panel save or /panel send.
- •Lolka roles and channel categories are untouched — only the bot's record is deleted.