Ticket Claiming, Transfer, & Escalation

Efficiently distribute workload and escalate complex issues to the right departments.

---

Overview

Busybee provides built-in tools for staff to take ownership of tickets and move them between departments when necessary.

Ticket Lifecycle Actions

1. Claiming a Ticket

When a new ticket is opened, any eligible staff member can click the ✋ Claim button.

• Permission Lock: For channel-based tickets, claiming will restrict the channel view to the owner and the claiming staff member (plus Admins).
• Visibility: A message is sent to the channel announcing who claimed the ticket.
• Metrics: Claiming starts the "Response Time" clock for analytics.

2. Transferring (Moving) a Ticket

If a ticket was opened in the wrong category or needs escalation, staff can use the /move command.

1. [Run Command]: Type /move in the ticket channel.
2. [Select Category]: Choose the target category from the autocomplete list.
3. [Execution]: Busybee will move the channel to the new category's designated Discord parent and update the internal routing.

Step-by-Step Guide

1. [Claim]: Click the green ✋ Claim button at the top of a new ticket.
2. [Move]: Use /move category:Billing to escalate a support ticket to the billing team.

Reference & Configuration Options

Command	Action	Permission
Claim Button	Sets owner and locks channel.	Support Role
/move	Changes ticket category.	Support Role

---