# Support roles

A support role is a Discord role you mark as part of your support team. When a ticket opens, members of that support role:

* Get access to the new ticket channel.
* Are pinged at the top of the ticket, if pinging is turned on.
* Can claim, close, and manage the ticket.

You can set support roles at three levels: server-wide, per panel, and per option.

## Server-wide support roles

Set these in **Settings**, under **Support Roles**. Up to 25 roles. They apply to every ticket on the server, no matter which panel opened it. Most servers set one or two server-wide support roles, such as a Support Team or Moderators role.

## Per-panel support roles

In a panel's panel-wide defaults, set **Default Support Roles**. These apply to every option on that panel, unless an option sets its own.

## Per-option support roles

In a single option's Advanced tab, set **Support Roles**. These apply only to that one option.

## How the levels combine

Server-wide support roles always apply. Per-panel and per-option support roles are added on top of them. So a role can manage every ticket (server-wide), every ticket from one panel (per panel), or only one option's tickets (per option).

### Example

Say you have a server-wide support role called Support, and a panel with three options: General, Billing, and Partnership.

| Level               | Set to           | Result                         |
| ------------------- | ---------------- | ------------------------------ |
| Server-wide         | Support          | Applies to every ticket.       |
| Option: General     | Inherit          | Uses Support.                  |
| Option: Billing     | Add Billing      | Gets Support and Billing.      |
| Option: Partnership | Add Partnerships | Gets Support and Partnerships. |

When a Partnership ticket opens, both Support and Partnerships are added and pinged. The server-wide Support role always applies in addition to the per-option roles.

## Who can manage a ticket

The bot lets a user claim, close, and manage a ticket if any of these is true:

1. They have Discord Manage Channels or Manage Server.
2. They are the server owner.
3. They hold a support role that applies to that ticket.

A server-wide support role manages every ticket. A per-option support role manages only the tickets opened from that option.

## Pinging

Whether the bot pings support roles when a ticket opens is controlled by **Settings**, under **Ticket Style and Claiming Settings**, with the **Ping Support Roles** toggle. When it is on, the bot pings the support roles in the new ticket. When it is off, the roles are added to the channel but not pinged.

There is also a per-option **Custom Pings** option in the Advanced tab (<i class="fa-crown">:crown:</i> Premium) that pings a different set of roles for that option.

## Changing support roles later

Editing the support-role list takes effect for future tickets. Tickets that are already open keep the roles they had when they opened. To change a role on an existing ticket, edit that channel's permissions in Discord.

{% hint style="warning" %}
**Ticket King's role must sit above your support roles** in the Discord role list, or the bot cannot give support roles access to ticket channels. Drag the Ticket King role up in **Server Settings**, then **Roles**.
{% endhint %}

## Related

{% content-ref url="/pages/aHGH6BOJh48aZHUVoiWW" %}
[Per-option settings](/docs/panels/per-option-settings.md)
{% endcontent-ref %}

{% content-ref url="/pages/lReMpkp1b1eGwoyCCw1X" %}
[Panel-wide defaults](/docs/panels/panel-wide-defaults.md)
{% endcontent-ref %}


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