Claiming

Premium. Claiming tells the team who takes care of a ticket. A support member presses Claim or runs $claim, and everybody knows the ticket is in hand.

#Turn it on

Nothing in this group applies until Enable claiming is on. Remember to show the Claim button under Buttons.

#Who may do what

• Only the claimer can release. Off: any support member can run $unclaim.
• Only the claimer and the owner use ticket actions. Close, reopen, transcript and delete are then reserved for those two. Claiming itself is not affected.
• Take over instead of release. When somebody claims a claimed ticket, they become the new claimer instead of releasing it.
• Owner can claim. Lets the ticket owner claim their own ticket. Only works while change support permissions is off.

Dashboard roles, administrators and the server owner are never blocked by these settings.

#Claim on behalf of someone

$claim @member {reason} assigns the ticket to another support member. {claim.reason} holds the reason.

#Name and category

• Claim name. Rename the channel when claimed, for example claimed-{count}. Releasing restores the open name.
• Claim category. Move the channel to another category when claimed. Several categories work as overflow, like in Category.

#Roles for the owner

Add or remove roles of the ticket owner on claim and on release.

#Support permissions while claimed

When on, the other support roles get the permissions you set here once a ticket is claimed. The default lets them read but not write, so only the claimer answers. The claimer keeps the normal support permissions.

#Messages

• Claimed message. Default: {author} has claimed this ticket.
• Released message. Default: {author} has released this ticket.

Use {claim.user} for the claimer and {time.claimed.age} for how long the ticket waited.

Thread tickets cannot be claimed.