/claim & /unclaim

/claimStaffSlashPrefix5s cooldown

Claims the ticket. Sets claimedBy in the database, updates the channel topic, and restores SendMessages for the opener if Mute Until Claimed is enabled.

/claim | !claim

/unclaimStaffSlashPrefix5s cooldown

Releases your claim. Only the claimer or a Manage Server admin can unclaim. Re-mutes the opener if Mute Until Claimed is on.

/unclaim | !unclaim | !release

Aliases: release

One claim at a time

Attempting to claim an already-claimed ticket shows: "This ticket is claimed by @User. They must run /unclaim first."

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Transfer

Use /transfer @staff to hand a ticket directly to someone else in one step.