Claim System
The claim system lets staff take ownership of a ticket to prevent duplicate responses and track accountability.
Enabling claim mode
Dashboard → General → Claim Mode toggle, or:
/config claim onClaiming a ticket
/claimStaffSlashPrefix5s cooldownAssigns the ticket to you. Updates the channel topic and, if Mute Until Claimed is enabled, restores SendMessages for the opener.
/claim | !claim
Permission guard
You need at least one configured Support Role or Manage Server permission. Others receive an ephemeral error.
Mute Until Claimed
Enable Dashboard → General → Mute Until Claimed to silence ticket openers until a staff member claims.
| Action | Effect on opener |
|---|---|
| Ticket opens | SendMessages: Deny — opener cannot chat |
/claim runs | SendMessages: Allow — opener can now reply |
/unclaim runs | SendMessages: Deny — silenced again |
Releasing a claim
/unclaimStaffSlashPrefix5s cooldownReleases your claim so another staff member can take over. Only the claimer or a Manage Server admin can unclaim.
/unclaim | !unclaim | !release
Transfer instead
Use /transfer @staff to hand a ticket directly to someone else without going through unclaim.