Working a ticket
Claim, add people, rename, hand over, close and reopen.
Everything here runs inside the ticket thread.
The usual flow
Claim it, answer, close it. The buttons on the first message cover all three, and the commands below do the same thing when you need more control.
Close requests
/tickets close-request asks the opener to confirm rather than closing on them
mid-sentence. They get Yes and No buttons; either way the thread does not sit open
for a week waiting.
Reopening
A closed ticket can be reopened by staff for 7 days. After that the thread stays archived and the transcript is the record.
Deleting
/tickets delete removes the thread entirely. The row and its transcript are kept,
so it still appears in reports and dashboard search — but the conversation in Discord
is gone and cannot be brought back.
Commands
/ticket
Ticket actions, used inside a ticket thread
| Subcommand | What it does |
|---|---|
/ticket claim | Claim this ticket |
/ticket close | Close this ticket |
/tickets
Work a ticket: add people, rename it, hand it over
| Subcommand | What it does |
|---|---|
/tickets add | Add someone to this ticket |
/tickets remove | Remove someone from this ticket |
/tickets rename | Rename this ticket |
/tickets transfer | Hand this ticket to another staff member |
/tickets close-request | Ask the opener if it can be closed |
/tickets remind | Nudge the person who opened it |
/tickets reopen | Reopen a closed ticket |
/tickets delete | Delete this ticket and its thread. Cannot be undone. |