Claiming & Ownership

Claiming lets one staff member take ownership of a ticket. It is controlled server-wide by Enable/Disable Claiming (default: enabled).

Claiming

Staff click ✋ Claim on the ticket's welcome message. When someone claims a channel ticket:

• Channel access narrows to the ticket owner, the claimer, and Administrator roles.
• The welcome message updates to 🟡 Claimed by @staff, and a message announces the claim.
• Claiming starts the clock used for First Response Time in analytics.

For thread tickets, the claimer is added to the thread instead.

Unclaiming

/unclaim releases the ticket. Channel access is rebuilt from the category's support roles (or the global roles), the welcome message returns to 🟢 Open, and the Claim button comes back.

Claiming disabled

With claiming off, the Claim button is hidden and /unclaim is unavailable. Every ticket stays visible to the full support pool for its category — a shared queue instead of individual ownership.

Also available to staff

Command	Use it to
/move	Escalate a channel ticket to another category.
/rename	Rename the channel; the ticket number suffix is preserved.
/add, /remove	Manage who can see the ticket.