Staff, teams and permissions
The three levels
| Level | Who | Can |
|---|---|---|
| Bot Admin | Server owner, members with Administrator, and anyone added with /addadmin | Change every setting, see every ticket, use every dashboard page |
| Support | Added with /addsupport or a member of a staff team | See and answer the tickets their team handles, use the Tickets, Transcripts and Blacklist pages |
| Everyone else | Open tickets (unless blacklisted) |
Prefer adding roles rather than individual users so new staff are covered automatically.
Staff teams
Teams let different groups handle different panels: a Moderation team for reports, an Applications team for staff applications, and so on. Create teams under Staff Teams, add roles or users, then pick the team on each panel.
The default support team is everyone added with /addsupport. Panels include it unless you untick Include the default support team.
Claiming
When a staff member claims a ticket with /claim or the Claim button, other support staff can still read it but can no longer type. Bot admins are never locked out. /unclaim releases it and /transfer @staff hands it to a colleague.
Claim behavior on panel switch (Settings) decides what happens to a claim when a ticket moves to another panel.
Blacklist
/blacklist add @user (or a role) stops them opening tickets. Staff cannot be blacklisted. The dashboard Blacklist page shows everyone on the list with the reason.
Dashboard access
Anyone who is a bot admin or support staff can log in to the dashboard with Discord and manage the servers they have access to. The permission checks are the same as in the bot.