3.1.2. Claiming Tickets
Tickets can be claimed by a staff member, so other staff members cannot also reply to the ticket. The benefit of this is that tickets become less cluttered with many staff members talking at once. Alternatively, an admin could claim a ticket to keep the support team from seeing potentially sensitive issues.
Note:Those with Administrator permissions in your server will always have access to any claimed ticket, as well as the user who claimed it.
Commands Related to Claiming
| Command | Description |
|---|---|
/claim | Assigns you to a ticket |
/transfer @User | Transfers a claimed ticket to another user |
/unclaim | Removes the claim on the current ticket |
Claiming Configuration
Claiming can be configured in 3 ways:
All staff members can see the ticket, but only the claimer can reply
(Default) - This is the default configuration. All staff members can view the ticket, but only the staff member who claimed it can send messages.
All staff members can see the ticket, and all staff members can reply
All staff members can both view and send messages in the ticket, even if it's claimed. The claim status is still tracked but doesn't restrict access.
Only the claimer can see the ticket
When a ticket is claimed, only the staff member who claimed it can view and interact with the ticket. Other staff members will not be able to see the ticket channel.
You can configure which methodology is used on the dashboard's settings tab.
Panel Switch Behavior
Controls what happens to the ticket's claim state when a staff member uses /switchpanel to move a ticket to a different panel.
Auto Unclaim
(Default) - If the staff member who claimed the ticket doesn't have access to the new panel's support team, the ticket is automatically unclaimed. The panel switch proceeds.
Block Switch
If the claimer doesn't have access to the new panel, the switch is blocked. The staff member must unclaim the ticket first.
Keep Access
The switch proceeds and the claim is kept, even if the claimer's role isn't part of the new panel's support team. The claimer retains access.
Note:This only applies when a ticket is claimed. Unclaimed tickets switch panels normally regardless of this setting.
Note:/switchpanel is not available in thread mode.