Managing tickets
Claim, close, reopen, transcripts, snippets, priorities, blacklist and every staff action.
How staff work a ticket
Most operating happens inside the ticket channel, with the control buttons on the ticket and the ,tickets command (aliases ,ticket and ,tix). Each ticket posts a control message with buttons for Claim, Close, Reopen, and Add member, plus a More actions dropdown for transcript, priority and delete. You can do everything with commands too.
Note: Who can do what depends on the option's roles. Support roles can claim, close, reopen, transcript and manage access; trainee roles are limited by the option's trainee toggles; server admins can always act. See Setup for configuring these roles.
Claiming
Claiming marks a ticket as yours so two staff don't answer at once.
- Claim (button) or
,tickets claim— take the ticket. It may move to the claim category and rename (e.g.claimed-12). - Unclaim or
,tickets unclaim [#channel]— release it back to the queue. ,tickets reassign <staff>— hand a claimed ticket to another staff member.
If Allow claim takeovers is on for the option, another support member can claim a ticket that is already claimed. Trainees can only claim if Trainees can claim is enabled.
Replying
,tickets snippet <add|remove|list> [args]— manage saved canned replies (admins).,tickets reply <name>— send a saved snippet into the ticket.
Snippets are great for the answers your team types over and over.
Priority and tags
,tickets priority <low|normal|high|urgent>— set the ticket's priority.,tickets escalate [reason]— bump it to high priority and flag it for attention.,tickets tag <add|remove|list> [tag]— label tickets so you can filter them later.
Adding and removing people
- Add member (button) or
,tickets allow <member|role>— grant someone access to the ticket. There is also a dedicated,add <member>command. ,tickets deny <member|role>— remove their access.
Renaming, moving and reminders
,tickets rename <name>— rename the ticket channel.,tickets move <option> [reason]— move the ticket to a different option (handy when it landed in the wrong queue); support roles and category update to match the new option.,tickets remind <duration> [note]— set a reminder to follow up (,tickets remind cancelclears it).
Closing
Closing a ticket saves a transcript, restricts the channel, and schedules deletion after a short delay.
- Close (button) or
,tickets close [reason], or,close [reason]— close the current ticket. A transcript link is included in the confirmation.
Who can close:
- Server admins and the staff member who claimed it always can.
- If Creator can close is on for the option, the member who opened the ticket can close it.
- On an unclaimed ticket, any support or staff role can close; trainees only if Trainees can close is enabled.
- Once a ticket is claimed, only the claimer (or an admin) can close it — this prevents staff stepping on each other.
After closing, the channel is deleted after the panel's delete delay. If the option has CSAT enabled, the member is asked to rate their experience 1–5 (and can add a comment), which feeds the analytics on the Tickets → List page.
Reopening
- Reopen (button) or
,tickets reopen— bring a closed ticket back. The creator's access is restored and the channel moves back to its open category and name.
Deleting
Deleting removes the channel for good (a transcript is still saved first).
- Delete (from More actions) or
,tickets delete [reason], or,delete [reason]. - Admins and the claimer can always delete; on an unclaimed ticket, support and staff roles can. Trainees cannot delete.
Transcripts
Every ticket can produce an HTML transcript — a full record of the conversation.
- One is generated automatically when a ticket is closed or deleted, and the link is posted to the panel's Log channel.
- Generate or fetch one on demand with
,tickets transcript [case_id], or via More actions → Transcript.
Set a Log channel on the panel so transcripts and ticket logs have somewhere to go.
Reasons
,tickets reason <claim|close|reopen|delete> <text>— edit the stored reason for an action after the fact, so your logs stay accurate.
Bulk actions
For clearing out a queue (admins only):
,tickets bulkclose <filter>— close every open ticket matching a filter.,tickets bulkdelete <filter>— delete every open ticket matching a filter.
Finding tickets
,tickets list [open|closed|unclaimed|claimed|priority:<p>|tag:<t>]— list tickets, optionally filtered.- The Tickets → List dashboard page lets you browse, filter and review tickets with analytics (CSAT, first response and resolution times, and a staff leaderboard).
Stats and leaderboards
,tickets stats [window] [member]— ticket statistics for the server or a staff member.,tickets leaderboard [window]— a claim leaderboard so you can see who's pulling weight.
Blacklisting troublemakers
,tickets blacklist <member|role>— toggle a member or role on the ticket blacklist (admins). Anyone blacklisted is turned away when they try to open a ticket. You can also manage the blacklist on the dashboard under Tickets → Access.
Staff alerts
Each staff member can opt in to a DM when a new ticket they can handle opens:
,ticketalert on/,ticketalert off— toggle DM alerts for yourself. Keep your DMs open to receive them.
Profiles
If Profiles are enabled, each staff member can set their own claim category, channel name and claim message:
,tickets profile <view|enable|disable|category|rename|message> [value]— manage your own profile.,tickets profiles <view|enable|disable|member>— manage profiles server-wide (admins).