Managing Tickets
How staff work an open ticket from claim to close
Claiming a Ticket
Claiming signals that a staff member has taken ownership of a ticket. Claim from the Claim button on the ticket's welcome message, or with /ticket claim. Use /ticket unclaim to return it to the queue.
Responding
Staff reply simply by typing in the ticket channel. On the Custom tier, staff can also read and reply from the dashboard's Live Chat view. Saved Snippets can be sent with /snippet use to speed up common replies.
Staff Actions
| Action | How | Notes |
|---|---|---|
| Add a member | /ticket add user:@name | Grants a user access to the ticket channel |
| Remove a member | /ticket remove user:@name | Revokes their access |
| Rename | /ticket rename | Changes the ticket channel name |
| Transfer | /ticket transfer | Hands ownership to another user |
| Internal note | /ticket note | Posts a staff-only note in the ticket |
| Priority | /ticket priority | Low / Normal / High / Urgent (Premium) |
| Manual transcript | /ticket transcript | Generates a transcript without closing |
Closing a Ticket
Close from the Close button on the welcome message, or with /ticket close. A transcript is generated and the closed-ticket actions are posted. See Closed Ticket Actions for what happens next.
✓
Tip
Only members with a configured Support Role are treated as staff. Set your support roles in the dashboard's General Settings.