A support role can't close a ticket

A staff member with the support role can't close a ticket.

A staff member who holds your support role tries to close a ticket and the bot refuses.

Who can close a ticket

A ticket can be closed by any of these:

• Someone with a support role.

• Someone with Discord Manage Channels or Manage Server.

• The server owner.

• The member who opened the ticket, unless Close Requires Support Role is on.

So if your staff member has none of those, they cannot close the ticket.

1. Check the Close Requires Support Role setting

In Settings, under Ticket Close & Transcript Settings, find Close Requires Support Role.

• When it is off (the default), the ticket author can close their own ticket, and so can anyone with a support role or the permissions above.

• When it is on, the author can no longer close their own ticket. Only a support role or one of the permissions above can close it.

2. Confirm the staff member has the support role

In Discord, right-click the staff member and check their roles. Confirm they have the role you set as a support role. If they do not have it, the bot does not treat them as staff.

3. Check which support role applies

Support roles add up across levels: server-wide, then panel defaults, then per option. A server-wide support role can manage every ticket. A support role set only on one option manages only that option's tickets.

If a panel option uses its own support roles, a server-wide support role still applies on top of them. Make sure the staff member holds a role that applies to that ticket.

→ Support roles

4. The bot's role position

Even when a staff member is allowed to close, the bot must be able to act on the channel. If Ticket King's role sits below a role whose channel permissions stop the bot, the close fails.

Move Ticket King above your support roles in Server Settings, then Roles.

5. The claim mode is "Private on Claim"

If your claim mode is Enabled - Private on Claim and someone else has claimed the ticket, other staff lose access to it, so they cannot see or close it.

The person who claimed it can:

• Run /unclaim to release it.

• Run /close to close it.

• Run /transfer @newperson to hand it to another staff member.

Related

Closing a ticketSupport roles