Permissions

TicketBot allows you to configure granular Discord channel permissions for three distinct groups: ticket authors/creators, staff members, and staff who have claimed tickets. These permissions control what actions each group can perform within ticket channels.

How to configure permissions:

1. Select one of the three permission groups below
2. You'll see a list of Discord channel permissions
3. For each permission, choose one of three states:
   • Inherit (forward slash / in the middle) - Uses the server's default permission settings
   • Allow (green checkmark) - Explicitly grants this permission
   • Deny (red X) - Explicitly denies this permission

Each permission includes a brief description explaining its function. Customize these settings to create the perfect workflow for your support team and ensure users have appropriate access to their tickets.

User Permissions

These permissions control what the ticket creator (the user who opened the ticket) can do within their own ticket channel. By default, users can view and send messages, but you can customize this to allow or restrict additional capabilities.

Common use cases:

• View Channel - Essential; allows the user to see their ticket
• Send Messages - Required for users to communicate with staff
• Attach Files - Enable if users need to share screenshots or documents
• Add Reactions - Allow users to react to messages for quick feedback
• Read Message History - Let users see previous messages in the ticket

Customize these permissions based on your support workflow and security requirements.

Staff Permissions

These permissions determine what all staff members (users with the staff role) can do within ticket channels. Staff typically need broader permissions than regular users to effectively provide support and manage tickets.

Recommended permissions:

• View Channel - Required for staff to see tickets
• Send Messages - Essential for responding to user inquiries
• Manage Messages - Allows staff to delete inappropriate or spam messages
• Attach Files - Enable staff to send screenshots, guides, or documents
• Embed Links - Useful for sharing rich content and resources
• Read Message History - Lets staff review the full ticket conversation
• Add Reactions - Helpful for acknowledging messages or quick responses

Configure these permissions to give your support team the tools they need while maintaining appropriate access control. All staff members will have these permissions in every ticket they can access.

Claim Permissions Premium

When a staff member claims a ticket, you can restrict what other (non-claiming) staff members can do in that ticket. The staff member who claimed the ticket will always retain full Staff permissions, ensuring they can work on the ticket without restrictions.

Use cases for claim permissions:

This feature is ideal for creating private, one-on-one support experiences:

• Restrict viewing - Deny "View Channel" to prevent other staff from seeing sensitive tickets
• Prevent interference - Deny "Send Messages" so only the assigned staff member can respond
• Private conversations - Create a direct channel between one staff member and the user
• Specialized support - Ensure tickets are handled only by the assigned expert

Example workflow:

1. Staff member claims a ticket (e.g., for handling sensitive account issues)
2. Non-claiming staff lose "View Channel" and "Send Messages" permissions
3. Only the claimer and the ticket creator can see and interact with the ticket
4. Other staff can still see the ticket exists in ticket lists but cannot access the channel

This creates a secure, focused support environment while maintaining accountability through the ticket system.