Allow Changing Ticket Categories Dynamically #22
Description
Is your feature request related to a problem?
Yes. Users sometimes open tickets under the wrong category (e.g., selecting "report" when they actually need "discord support"). This leads to confusion and inefficiency, as the wrong handlers may be notified and the relevant team might miss important requests. Furthermore, escalation scenarios require moving tickets to a new category and changing access accordingly.
Describe the solution you'd like.
Introduce functionality that allows moderators to change a ticket’s category after creation. When the category changes:
- The ticket channel should be moved to the appropriate category in Discord.
- Roles/users associated with the old category should be removed from access.
- Roles/users relevant to the new category should be added.
- The ticket's internal metadata (e.g., logs or database entries) should reflect this change.
Commands could be something like:
/ticket change-category<new-category>
Describe alternatives you've considered.
- Manually deleting and recreating the ticket in the correct category. This leads to data loss and poor user experience.
- Tagging or labeling tickets but leaving them in the wrong category. This still leads to poor visibility and miscommunication.
Other
This would improve moderation workflow and ensure that users receive the proper support, even when they select the wrong ticket type. This can also help with escalations and support handoffs between internal teams.