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, See-All and Administrator roles, and anyone added with /add.
• The welcome message updates to 🟡 Claimed by @staff, and a message announces the claim.
• Claiming doesn't affect First Response Time in analytics, which runs from when the ticket was opened to the first staff reply.

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. Access switches to the new category's support roles: staff from the old category lose access, and if the claimer can't handle the new category the ticket is unclaimed. People added with /add who aren't staff keep access.
/rename	Rename the channel; the ticket number suffix is preserved.
/add, /remove	Manage who can see the ticket.