Staff work tickets in Discord with buttons and a small set of /ticket commands. Staff means anyone holding one of the category's staff roles, plus anyone with the Manage Server permission.
Claiming
Every ticket has a Claim button on its welcome message, and escalation briefings carry one too. Claiming marks the ticket yours: the welcome updates to show who owns it, and claims feed the performance and payroll reports. Unclaim to hand it back.
Priorities
Run /ticket priority with a level: Low, Normal, High, or Urgent. Urgent and High tickets sort to the top of the dashboard inbox with a colored tag, and the priority shows in the staff briefing.
The commands
/ticket closecloses the ticket (opener can close their own too)./ticket claimand/ticket unclaimmanage ownership./ticket add-userbrings another member into the ticket./ticket prioritysets the priority level./ticket pinand/ticket unpinexempt a ticket from the inactivity timers and move its channel to the top of its Discord category. The move needs the server-level Manage Channels permission, and thread tickets cannot be reordered at all, so the exemption is the part you can always count on.
Your own stats
On paid plans, staff can run /mystats anywhere in the server for a private summary of their own numbers: tickets closed, replies, median first reply, and median time to close for the last 24 hours, last 7 days, and the current month, plus pay so far this month when pay rules are configured. The reply is only visible to the staff member who ran it, and the numbers match the dashboard Performance and Payroll pages. No dashboard invite is needed.
Closing
Any close saves the transcript first, notifies the opener by DM with a link to it, and on paid plans asks the opener for a 1 to 5 star review. The channel is deleted shortly after; threads are archived instead.