Permissions
How Help Buddy determines who can do what, and how to configure access for your team.
Permission Model
Help Buddy uses a two-level permission model: regular users who can open and interact with their own tickets, and staff members who have elevated capabilities across all tickets.
Support Role
The Support Role is the core of Help Buddy's permission system. Any user with this role is considered staff. You can configure more than one Support Role — all members of any configured support role are treated as staff.
| Action | Regular User | Staff |
|---|---|---|
| Open a ticket | Yes | Yes |
| View own ticket channel | Yes | Yes |
| View all ticket channels | No | Yes |
| Close a ticket | Own tickets only | Any ticket |
| Claim / Unclaim | No | Yes |
| Add / Remove members | No | Yes |
| Transfer ownership | No | Yes |
| Rename ticket | No | Yes |
| Post staff notes | No | Yes |
| Set priority | No | Yes (Premium) |
| Use snippets | No | Yes (Premium) |
| Generate transcript manually | No | Yes |
Ticket Opener Permissions
The user who opens a ticket can read and send messages in their own ticket channel and can close the ticket. They cannot use staff-only commands like /ticket note, /ticket priority, or /ticket claim.
Added Members
Users added via /ticket add receive the same channel permissions as the ticket opener: read and send messages, but no staff commands.
Dashboard Access
The web dashboard is accessible to any Discord user who has the Manage Guild permission on that server. Regular members and support staff without admin permissions cannot access the dashboard.
Bot Permission Requirements
Warning
| Permission | Required For |
|---|---|
| Manage Channels | Creating and deleting ticket channels |
| Manage Roles / Permissions | Setting per-channel overwrites |
| Send Messages & Embed Links | Posting embeds and button messages |
| Read Message History | Generating transcripts |
| Attach Files | Sending HTML transcript files |
| Use Application Commands | Registering slash commands |