What Ticket Claiming Is
When a staff member claims a ticket, Ticket King records them as the person handling it. That is the part every server gets: no more two people answering the same question in parallel, and no more tickets sitting untouched because everyone assumed someone else had it.
What claiming does to channel access is up to you, and that is what the four claim modes below control. Only one staff member can hold a claim on a ticket at a time — there is no multi-claim.
Claiming is free. All four modes, Roles to Add on Claim, and the /claim, /unclaim, and /transfer commands are included on every server. Several other Discord ticket bots charge for claiming. Claiming from the web dashboard is the one Premium part.
The Four Claim Modes
Set one for your whole server in Settings → Ticket Claiming → Ticket Claiming Mode.
Enabled - Private on Claim
Default@everyone loses View Channel. Only the bot, the ticket author, the claimer, and any Roles to Add on Claim can see it.
Pick this when: Most servers. It keeps a member's issue between them and the one staff member handling it.
Enabled - Read-Only for Others
Send Messages is removed from every role except the author, the claimer, and the bot. Other staff can still read along.
Pick this when: Teams that want oversight and training visibility without two people replying at once.
Enabled - No Changes
Records the claimer and adds any configured roles, but leaves channel permissions exactly as they were.
Pick this when: Small teams who just want a marker for who is handling what, and are happy to coordinate themselves.
Claiming Disabled
The Claim button is hidden and /claim reports that claiming is off.
Pick this when: Servers where every staff member handles every ticket together.
The two modes that change permissions need Discord’s Manage Roles permission on the channel. The recommended invite already includes it, so they work without extra setup.
Roles to Add on Claim
Pick up to 25 roles that are granted access to a ticket the moment someone claims it. This is what makes Private on Claim workable on a larger team: the ticket narrows to the claimer, but a senior or supervising role comes along with them.
Escalation cover
Add a Senior Staff role so a junior moderator’s claimed ticket is still visible to someone who can step in.
Quality review
Add a Support Lead role so ticket handling can be reviewed without opening every channel back up to the whole team.
Ping Ticket Author on Claim is on by default and pings the member when their ticket is claimed, so they know someone has picked it up.
Claiming, Releasing, and Transferring
/claim
Run it in the ticket, or press the Claim button on the ticket message. You become the assigned staff member and your mode’s permission changes are applied.
/unclaim
Releases your claim and puts the ticket back in the pool for anyone on the team to take.
/transfer @user
Hands a claimed ticket to someone else — the shift-handover command. The ticket must already be claimed, and the person you transfer to must be the server owner or hold one of your support roles. Access follows the claim, and a “Ticket Transferred” notice is posted in the channel.
If the staff member who claimed a ticket leaves the server, the claim does not release on its own — another staff member can run /transfer to take it over.
Setting It Up
- 1
Open your Ticket Claiming settings
In the dashboard, pick your server and open Settings. The Ticket Claiming group is where every option on this page lives.
- 2
Choose a claim mode
Private on Claim is the default and suits most servers. Pick Read-Only for Others if you want the rest of the team to be able to read along.
- 3
Add Roles to Add on Claim (optional)
Pick the roles that should keep access to a claimed ticket — usually a senior or supervising role.
- 4
Tell your staff
Claiming only works if people use it. Ask staff to run /claim before they reply, and /unclaim if they hand a ticket back.
Best Practices
- Claim before you reply: The claim is only useful if it happens first. A ticket answered but never claimed still looks unhandled to everyone else.
- Pair Private on Claim with Roles to Add on Claim: Otherwise a claimed ticket becomes invisible to the rest of your team, including whoever needs to cover when the claimer goes offline.
- Transfer instead of unclaiming at handover: /transfer names the person taking over. /unclaim leaves the ticket for nobody in particular.
- Use priority alongside claiming: /priority marks how urgent a ticket is so the team claims the right one next. It is free too.
Set Up Ticket Claiming Today
Four claim modes, roles added on claim, and transfers between staff — free on every Ticket King server.