Claiming Tickets

Claiming lets a staff member take ownership of a ticket. Once claimed, the ticket is assigned to that person — preventing multiple staff members from working on the same ticket simultaneously.

How Claiming Works

When a ticket is created, TixBot sends a Claim button in the ticket channel. Any staff member with access to the channel can click it. Once claimed, the ticket shows who claimed it and the button is removed.

Using /claim and /unclaim

• •`/claim` — claim the current ticket. Can only be used inside a ticket channel.
• •`/unclaim` — release your claim on the ticket so another staff member can pick it up.

Why Claiming Matters

• •No duplication — users don't get two different responses from two different staff members
• •Clear accountability — everyone can see who is handling each ticket
• •Easier handoffs — if a staff member needs to pass a ticket on, they unclaim it first
• •Better SLA tracking — claimed tickets are tied to a specific staff member in analytics