Ticket Claiming

Features

• Enable claiming of tickets to prevent tickets from being worked on twice.
• Automatically assign the first team member who responds to a ticket.
• Hide tickets that aren't assigned to a team member.
• Lock the channel before a ticket is claimed so only the assigned team member can respond.
• Configure whether non-assigned team members can view or write in claimed tickets.

Setup

• Visit the Ticket Claiming page in your dashboard.
• Configure the available options.

Commands

Understand the documentation

In these docs, name:<Type> is an option of a slash-command with name name and the type Type. Options that not required, are described as [name:<Type>]. If the action of a command is vastly different between required and not-required options, we might list them separately.

Examples

• /moderate ban user:<Member>: This command (/moderate ban) has an required option with the name "user" that only accepts one member as a value.
• /moderate ban victim:<Member> reason:<Text>: This command (/moderate ban) has an required option with the name "victim" that only accepts one member as a value and another required option with the name "reason" that accepts any text as an value.
• /moderate ban victim:<Member> reason:<Text> [proof:<Attachment>]: This command (/moderate ban) has an required option with the name "victim" that only accepts one member as a value, another required option with the name "reason" that accepts any text as an value and a not-required option with the name "proof" which allows one attachment as its value.

Command	Description
/modmail claim	Claims the current ticket and assigns it to you.
/modmail remove-claim	Removes your assignment from the current ticket.
/modmail assign user:<User>	Assigns a specific team member to the current ticket.

Configuration

Main configuration

Field	Description
Enable ticket claiming?	Enables or disables the claiming feature for your Modmail system.
Require ticket claiming?	If enabled, team members must claim a ticket before they can respond to it. Requirement Only available if "Enable ticket claiming?" is enabled.
Claimed tickets visible to all staff?	If enabled, all team members can see claimed ticket channels. If disabled, only the assigned team member can see them. Requirement Only available if "Enable ticket claiming?" is enabled.
Non-assigned staff can write?	If enabled, non-assigned team members can write in claimed ticket channels (messages will not be transmitted to the user). Requirement Only available if "Enable ticket claiming?" is enabled.
Remove assigned team member on transfer?	If enabled, the assigned team member is removed when transferring the ticket to another topic. Requirement Only available if "Enable ticket claiming?" is enabled.
Auto-assign first responder?	If enabled, the first team member to respond in the ticket channel is automatically assigned as the responsible team member. Requirement Only available if "Enable ticket claiming?" is enabled.

Advanced message configuration

Field	Description
Send assignment message?	If enabled, a message is sent to the user when a team member is assigned. Requirement Only available if "Enable ticket claiming?" is enabled.
Assignment message	This message is sent to the user when a team member is assigned to their ticket. Requirement Only available if "Send assignment message?" is enabled.
Send un-assignment message?	If enabled, a message is sent to the user when a team member is removed from the ticket. Requirement Only available if "Enable ticket claiming?" is enabled.
Un-assignment message	This message is sent to the user when the assignment is removed. Requirement Only available if "Send un-assignment message?" is enabled.
Send pending assignment message?	If enabled, a message is sent to the user while no team member has been assigned yet. Requirement Only available if "Require ticket claiming?" is enabled.
Pending assignment message	This message is sent while the ticket is waiting for a team member to claim it. Requirement Only available if "Send pending assignment message?" is enabled.