docs: document category selection feature and commands

Author: Akinator31

docs/guides/commands.md

@@ -37,6 +37,24 @@ Check bot responsiveness.
 
 ## Ticket Management
 
+### category
+
+Manage ticket categories that users can select to direct their requests.
+
+| Slash | Text |
+|-------|------|
+| `/category <subcommand>` | `!category <subcommand>` |
+
+**Subcommands:**
+- `create` - Create a new category
+- `list` - List all configured categories
+- `rename` - Rename an existing category
+- `move` - Change the position of a category
+- `delete` / `remove` - Delete a category
+- `enable` / `disable` - Enable or disable a specific category
+- `on` / `off` - Enable or disable the entire category selection feature
+- `timeout` - Set the time limit (in seconds) users have to select a category before defaulting
+
 ### new_thread
 
 Create a new ticket for a user. Use when you need to initiate contact.

docs/guides/tickets.md

@@ -267,6 +267,21 @@ Cancel an alert:
 !alert cancel
 ```
 
+## Category Selection
+
+You can configure Rustmail to ask users to choose a category before their ticket is opened. This allows you to route tickets directly to specialized teams (e.g., Support, Billing, Escalations).
+
+### Managing Categories
+
+Staff can manage categories using the `/category` or `!category` command:
+
+- `!category create <discord_id> <name> | <description> | <emoji>` - Create a new category
+- `!category list` - View existing categories
+- `!category on` / `off` - Enable or disable the category prompt globally
+- `!category timeout <seconds>` - Change how long the bot waits for the user to make a choice before routing to the default inbox category.
+
+When the category prompt is enabled, the bot will hold the user's initial messages in a queue and present them with interactive buttons. Once a category is selected (or the timeout expires), all queued messages are forwarded to the newly created ticket channel.
+
 ---
 
 ## Moving Tickets