Ticket Permissions
Tickets have a permission matrix: 4 role tiers × 2 states (open/closed).
Role tiers
- Support team (
ticketSupportRoleIds) — staff who handle tickets - Additional roles (
ticketAdditionalRoleIds) — extra staff-like access (e.g. moderators) - Owner — the user who opened the ticket
- Everyone else (
@everyone) — no access by default
States
- Opened — ticket just created, active conversation
- Closed — ticket marked closed, waiting for deletion/reopen
Permission matrix
For each tier × state combination, you choose permissions:
- View — see the channel in the sidebar
- Send — send messages
- Attach — upload files
- Embed — post embeds/links
- Read history — see older messages
Common patterns:
Standard support
| Tier | Opened | Closed |
|------------|----------------|----------------|
| Support | View+Send+Attach | View+Send |
| Additional | View+Send | View |
| Owner | View+Send+Attach | View (read-only) |
| Everyone | — | — |
Staff-only workflow
| Tier | Opened | Closed |
|------------|----------------|----------------|
| Support | Full | Full |
| Additional | Full | Full |
| Owner | View+Send | — |
| Everyone | — | — |
Claim system
Support staff can claim a ticket — the ticket's support permissions narrow to just the claimer plus others who join explicitly via /add-ticket.
Claim settings:
- Claiming roles — which roles can claim (default: all support roles)
- Default "Support Team Only" — claim/delete/reopen/transcript buttons restricted to support
Button permissions
Each panel has 4 action buttons with independent permissions:
- Close — anyone (default)
- Delete — support only (default)
- Claim — support only (default)
- Reopen — support only (default)
- Transcript — support only (default)
Toggle per-panel from Ticket Settings → Buttons.
Escalation
You can configure escalation roles (escalateRoleIds) — these get pinged when a ticket is marked for escalation via the Escalate button.