BETTERTICKET
Claiming Premium
Claiming lets a staff member take personal ownership of a ticket. Once a ticket is claimed, your team knows exactly who is responsible for it — reducing duplicate replies and making ticket distribution easier to manage.
Enabling Claiming
- 1Open the panel you want to enable claiming on.
- 2Navigate to the Claiming section in the panel settings.
- 3Toggle Enable Claiming on.
- 4Save your panel. A Claim button will now appear in every ticket opened from this panel.
Tip: Claiming is configured per panel, so you can have it active on some panels (e.g. your main support panel) and disabled on others (e.g. a quick contact form).
How Claiming Works
When a ticket is open and unclaimed, a Claim button appears in the ticket channel. Any staff member with access to the ticket can click it.
- The ticket is now marked as claimed by that staff member.
- The Claimed Message is posted in the channel to notify everyone.
- The channel can be renamed and moved to a different category automatically (see below).
- The Claim button changes to Unclaim.
Claiming Options
| Option | Description |
|---|---|
| Only Claimer Can Unclaim | When enabled, only the staff member who claimed the ticket can unclaim it. When disabled, any staff member with ticket access can unclaim it. |
| Allow Overwrite | When enabled, a second staff member can claim a ticket that is already claimed, reassigning it to themselves. When disabled, only unclaimed tickets can be claimed. |
Claim Name Template
When a ticket is claimed, BetterTicket can automatically rename the ticket channel to reflect who claimed it. Configure this using the Claim Name Template field.
Supported Variables
| Variable | Replaced with |
|---|---|
{claimer} | The username of the staff member who claimed the ticket |
{count} | The ticket number |
{user} | The username of the ticket opener |
{staff} | The username of the claimer (same as {claimer}) |
Example: A template of claimed-{claimer}-{user} would rename the channel to something like claimed-alex-john.
Tip: Leaving the Claim Name Template empty means the channel will not be renamed when claimed.
Claim Category
You can optionally move the ticket channel to a different Discord category when it is claimed. This is useful for separating "in-progress" tickets from new, unclaimed ones at a glance.
- Set the Claim Category to the Discord category ID you want claimed tickets to move to.
- When unclaimed, the ticket will remain in the claim category (it is not moved back automatically).
Role Changes on Claim / Unclaim
Claiming can automatically add or remove roles from the claimer and from the rest of the support team when a ticket is claimed or unclaimed.
- Add role on claim — Give the claimer a specific role when they claim a ticket (e.g. "Handling" role).
- Remove role on claim — Remove a role from the claimer when they claim a ticket.
- Support team permission changes — Optionally change what other support team members can do in the channel once a ticket is claimed (e.g. revoke their Send Messages permission so only the claimer can respond).
Claimed & Unclaimed Messages
You can configure what gets posted in the ticket channel when it is claimed or unclaimed. These are standard embed builders with the same variables available as the Ticket Message.
- Claimed Message — Posted when a staff member claims the ticket.
- Unclaimed Message — Posted when a ticket is unclaimed.
Configure both in the Claiming section of your panel settings.