Ticketing

Ticket Lifecycle

1. User opens a ticket request.
2. Staff claims ticket (/claim) if claiming workflow is enabled.
3. Staff handles conversation.
4. Staff closes (/close) or archives (/delete) when done.

Channel Behavior

• Channel names are prefixed by the ticket category prefix.
• Ticket views update with history lines for claim/close events.
• Optional user DMs can be sent on created/closed transitions.

Controls to Standardize

• Claim policy (required or optional).
• Unclaim policy.
• Archive policy after close.

Related

• Ticket Requests
• Setup: Ticketing