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❓ Questions

Hi there! This guide will explain what a question is in Open Ticket and how it works.

A question is a prompt that users must answer before creating a ticket. It helps collect important information upfront, making ticket management more efficient. Questions are displayed in a Discord modal before the ticket is created.

Questions

What are Open Ticket questions?

❓ What Are Questions?​

A question in Open Ticket is a customizable prompt that users must answer when creating a ticket. Questions allow you to gather relevant information from users before a ticket is submitted, ensuring that staff have all necessary details.

When a user starts the ticket creation process, all configured questions are displayed in a Discord modal, where they can fill in their responses.

🎯 Purpose of Questions​

Questions are great for the following purposes:

  • ✅ Collecting information before a ticket is created.
  • ✅ Reducing back-and-forth by gathering essential details upfront.
  • ✅ Ensuring users provide structured input, improving support efficiency.
Example of a question modal made using Open Ticket.Example of a question modal made using Open Ticket.
advanced questions

If you need more and complexer questions, we recommend the OT Ticket Forms Plugin. It can also provide multiple choice and dropdown questions.

📍 Where Are Questions Used?​

Questions are defined in the questions.json file and are referenced in the options.json config.
To use a question, its id must be added to the "questions" array in options.json.

  • File: questions.json → Defines all available questions.
  • File: options.json → Determines which questions are used in tickets.

🎨 Customization Options​

Questions in Open Ticket can be fully customized to match your needs. Here are some key customization options:

  • Input Types – Choose between a short single-line input or a paragraph for longer responses.
  • Required or Optional – Decide if a question must be answered before creating a ticket.
  • Placeholders – Provide example text inside the input field to guide users.
  • Character Limits – Set minimum and maximum lengths for responses.

💡 Best Practices​

✔️ Use clear and concise question names.
✔️ Set "required": true only for important questions.
✔️ Avoid excessive "length" limits that may frustrate users.
✔️ Use "placeholder" to guide users on how to answer.

🏆 Summary​

Congratulations! Now you know how questions work. 🚀

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Next Steps​

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