Roles & permissions
Clarify keeps two things separate: who can help with tickets inside Discord, and who can change your setup on the dashboard. They are controlled in different places and answer different questions. This page explains both so the right people have the right reach — and no more.
The layers at a glance
Support roles
The Discord roles that count as your team. Set during onboarding; Discord administrators always count.
Blacklist roles
Roles whose members are blocked from opening tickets at all — for muted or restricted members.
Support roles
Your support roles are the Discord roles allowed to work on tickets: reading and replying in the forum threads, claiming tickets, running the staff commands. Anyone with Administrator permission on the server counts as support as well, whatever roles they hold.
Support roles are chosen during onboarding — picked in the manual setup, or created for you by a preset (for example Support Team, Moderator, Game Master). There is no dashboard page to change them afterwards; the Danger Zone's Reset settings returns them to defaults (root account required), and support can adjust them for you.
What support roles unlock
| In Discord | Who |
|---|---|
Reading and replying in ticket threads, /add, /remove, /close | Any support role |
Claiming a ticket (/assign, the Assign button) | Any support role, or the category's handled groups when set |
| Assigning other supporters | Staff assign mode and the assigner roles of the Assignment module |
| Moving a ticket to another tier | Support roles, gated by the Escalation module's mode; super roles bypass the gates |
Posting a creation panel (/generate-creation) | Any support role |
Switching the delivery mode (/deliverymode) | Members with Manage Server |
| Opening tickets outside opening hours | Any support role, when the Opening hours module's Staff bypass is on |
How staff appear to members
With message mirroring on, staff reply in the forum thread and Clarify relays the message to the customer through the bot — the customer sees the bot, not the staff member, and personal accounts stay out of the conversation. With mirroring off, your team writes directly in the customer's ticket under their own name. See Tickets & delivery modes.
Blacklist roles
Blacklist roles do the opposite of support roles: any member who holds one of these roles cannot open a ticket — not from a panel, not by DM, not through Open anyway. They see "You are not allowed to open tickets on this server." Presets create a Muted role for this; manual setup lets you pick your own.
Dashboard access
Signing in to the dashboard uses your Discord account; there is no extra password. Which servers you see, and what you may change there, follows your Discord permissions on each server — administrators of a server manage its Clarify configuration.
Two things are stricter:
- Ticket actions from the dashboard — Close, Reopen and Escalate — are carried out by the bot, which re-checks that you are staff on that server or a participant of that ticket before acting.
- Destructive actions in the Danger Zone (Reset settings, Delete server) require a Clarify root account.
Which layer do I need?
Give them a support role in Discord. They don't need the dashboard to read, reply, claim or close tickets.
They need Administrator on the Discord server; then they can sign in to the dashboard and manage it.
Give them your blacklist role in Discord. They can no longer open a ticket.
Remove their support role in Discord — they lose access to new tickets and the staff commands immediately. Release their open assignments from the ticket pages if needed.
Cards & placeholders
How Clarify turns payment lookups and connector responses into rich Discord cards, and how %placeholder% tokens are filled with live data.
Onboarding
The four-step wizard that sets up Clarify for a new Discord server — add the bot, choose a preset or manual setup, and connect your forums, category and support team.