Staff workflow

A reference for staff handling tickets in chat.

When a new ticket opens

1. The ticket appears in your #mod-log (if Logging is on) and in Tickets → Tickets on the dashboard.
2. Open the channel/thread. The welcome embed at the top shows the opener's form answers.
3. Claim it with /ptickets claim. Other staff see the claim in the public claim embed. Avoids two people working the same ticket.

Working the ticket

• Just chat normally. Phantom logs every message into the ticket transcript.
• Use canned responses from your team's resources. Two equivalent triggers:
  • /ptickets can <name> — slash command, autocompletes from your server's list (shows the canned's category).
  • ?<name> — shortcode typed straight into the ticket channel. Phantom deletes your trigger message and posts the reply. If you also have a custom command with the same ?<name> prefix, the custom command wins — canned responses never silently shadow your existing commands.
  • When a canned reply is configured to send as staff, it posts under your display name and avatar so it reads like a personal answer.
• Use tags to categorise the ticket for later analytics (e.g. tag a billing ticket as refund or subscription for tracking).
• Add internal notes with /ptickets note — staff-visible only, not in the transcript shown to the opener.

Changing the ticket

• Re-categorise: /ptickets move <type> moves the ticket to a different type. Useful when the opener picked the wrong category. The destination type's welcome-ping config (staff toggle + role subset) is re-applied so a moved ticket pings the same set a freshly-opened one of that type would.
• Rename: /ptickets rename pops a modal prefilled with the current name. Phantom renames the Discord channel / thread and also stores a custom subject so the dashboard, ticket list, and search use your exact wording (Discord strips spaces and casing from channel names; the subject is kept untouched). If the rename to Discord fails or Phantom is missing Manage Channels, the dashboard still updates so you stay in sync.
• Add another user: /ptickets adduser @member adds them to the private channel.
• Change priority: /ptickets priority urgent — drives SLA timers + dashboard sorting.
• Pin: /ptickets pin — exempt from auto-close. Useful for long-running tickets.

Closing

• /ptickets close [reason] — closes the ticket.
• Opener gets a DM with a transcript link and (if enabled) a feedback prompt.
• The channel is auto-archived (channel mode) or auto-locked (thread mode) after a short delay.
• Reopen with /ptickets reopen if needed.

Lock close to staff only

By default both the ticket's opener and staff can close it. A per-ticket-type opener can close toggle (Tickets → Types → edit a type) lets you flip that so only staff (per-type roles, Discord Manage Channels, or the tickets.edit team permission) may close. Existing types default to "opener can close" so behaviour doesn't change unless you flip it.

Claiming + assigning

• Claim = "I'm working this." Self-service.
• Assign = "You'll handle this." External.
• They can diverge. A ticket can be claimed by Alex AND assigned to Beth (for cases where you're working on someone's behalf).
• Unclaim with /ptickets unclaim. Only the claimer (or staff) can unclaim.

Priorities + SLA

Priority	Suggested response time
urgent	15 minutes
high	1 hour
normal	4 hours
low	24 hours

Phantom tracks first-staff-response time per ticket and surfaces "SLA breached" on the dashboard when configured. SLA settings are per-type.

Pause SLA

/ptickets pause (if granted on your team's setup) marks the SLA as paused — useful when you're waiting on the opener for info and don't want the SLA clock to count against you.

What members see

Members only see the public messages — they don't see notes, system events beyond claim/close, or the staff-only channels.

Analytics

The Tickets → Analytics page shows:

• Open tickets right now (live)
• Median + p95 first-response time per priority
• Resolution time distribution
• Top categories
• Per-staff stats (cases handled, average rating)

Useful for monthly reviews + figuring out where the queue is leaking.

Permissions to staff a ticket

Three independent paths grant ticket-staff abilities:

1. Holding a Discord role listed in the ticket type's staff_role_ids (per-type override).
2. Having Discord Manage Channels or Administrator.
3. Having the tickets.edit team permission.

Any one suffices. See Team Roles for the new dashboard-driven path.

Related pages

• Tickets overview
• Panels & types
• Auto-Assist — let AI handle the first reply