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Role Priority

When an option uses a mix of support roles, trainee roles, and global staff roles, the system resolves them in this order: Support ➔ Trainee ➔ Staff That means:
  • If someone has both a Support role and a Trainee role for a ticket option, they are treated as Support.
  • If someone has a Trainee role for a ticket option and also has a generic global Staff role, they are treated as Trainee.
  • Generic Staff roles do not override option-specific trainee behavior.

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Commands

The primary command for the system is tickets. It also supports aliases ticket and tix.
Most commands can be run directly using Discord slash commands - look for the badge next to commands below. You don’t need to use the tickets prefix (e.g., use /claim instead of tickets claim).
Some commands require the administrator permission. If you don’t want users to have access to server settings, you can use Fake Permissions to let specific roles use ticket management commands only.

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Configuration Commands

These commands let you configure the structure of the tickets system, as well as peek into ticket stats.
These require:
  • administrator permission
These require one of the following:
  • administrator permission
  • A configured global ticket Staff role
  • Any configured ticket option Support role
These require one of the following:
  • administrator permission
  • A configured global ticket Staff role
  • Any configured ticket option Support role
  • Any configured ticket option Trainee role

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Ticket Interaction Commands

Because ticket ecosystems have so many users and actions, permissions are strictly grouped depending on what command you try to run.
These require:
  • Claiming enabled on the panel
  • The ticket is not already claimed
  • The ticket creator cannot claim their own ticket
And one of the following:
  • Server owner / administrator permission
  • A configured option Support role
  • A configured option Trainee role with Trainees Can Claim enabled
  • A configured global ticket Staff role when no support roles are set on that option
These require one of the following:
  • The ticket creator, if Ticket Creator Can Close is enabled on that option
  • The current claimer
  • Server owner / administrator permission
  • A configured option Support role if the ticket is not currently claimed
  • A configured option Trainee role with Trainees Can Close enabled if the ticket is not currently claimed
  • A configured global ticket Staff role if the ticket is not currently claimed and the option has no support roles
For modifying ticket channels, these all share the same main access rule (Delete, Reopen, Move, Transcript, Allow, Deny, Allow List, Unclaim).These require one of the following:
  • The current claimer
  • Server owner / administrator permission
  • A configured option Support role if the ticket is not currently claimed
  • A configured global ticket Staff role if the ticket is not currently claimed and the option has no support roles
Extra notes:
  • tickets allow and tickets deny require the bot to have Manage Channels.
  • tickets delete is strict for trainees. A trainee cannot delete a ticket.
  • tickets transcript by case ID falls back to archived transcript access. If there is no matching live ticket record, only the server owner or an administrator can access it.
Reason editing uses its own access rule. The following can update stored claim, close, reopen, and delete reasons:
  • administrator permission
  • The current claimer
  • Configured Support or Staff roles when the claimer is a trainee
  • Configured Support or Staff roles when the ticket is currently unclaimed
These commands manage permissions and roles for trainees.
If you need help with any of these commands, feel free to open a thread in our support server. One of us will be happy to help you out.