# A 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](/docs/permissions-and-your-support-team/support-roles.md)

## 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

{% content-ref url="/pages/9dB72vzFglsTzKnh6Q2Z" %}
[Closing a ticket](/docs/tickets/closing-a-ticket.md)
{% endcontent-ref %}

{% content-ref url="/pages/UIA35ZwZnGsgiE5BmK60" %}
[Support roles](/docs/permissions-and-your-support-team/support-roles.md)
{% endcontent-ref %}


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