Claim Mode
Claim mode ensures only one staff member actively handles a ticket at a time.
Quick config
Dashboard → General → Claim Mode toggle, and optionally Mute Until Claimed below it.
| Configuration | Effect |
|---|---|
| Claim Mode Off | Staff reply freely. /claim works silently but no Claim button in welcome embed. |
| Claim Mode On | Claim button shown prominently in welcome embed. Staff reminded to claim. |
| Mute Until Claimed On | Opener silenced until /claim is run — best paired with Claim Mode On. |
| Both On | Full triage workflow: opener silenced, staff must claim before conversation begins. |
Database tracking
When claimed: ticket.claimedBy = claimer's Discord ID, ticket.claimedAt = timestamp.
When unclaimed: both reset to null.