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",[256,257,258],"strong",{},"ticket"," is a single conversation between a member and your team. It starts when a member clicks a panel button or DMs the bot, and it runs until someone closes it. Every message, the inputs the member filled in, the chosen category, the assignees and any payment or connector lookups live on that one ticket — so your team always has the full picture.",[252,261,262],{},"This page explains what a ticket is, the three places a ticket can live for the customer, what message mirroring does for your team, and how to find and act on any ticket from the dashboard.",[264,265,266],"tip",{"to":38},[252,267,268,269,272,273,276],{},"Tickets are built on the ",[256,270,271],{},"relay",". If you haven't read it yet, ",[274,275,37],"a",{"href":38}," explains how a message travels between the member and your team.",[278,279,281],"h2",{"id":280},"two-sides-of-one-ticket","Two sides of one ticket",[283,284,285,304],"ul",{},[286,287,288,291,292,295,296,299,300,303],"li",{},[256,289,290],{},"The customer's side"," — a simple 1:1 chat: their ",[256,293,294],{},"DM with the bot",", a ",[256,297,298],{},"private thread"," in a container channel, or a ",[256,301,302],{},"private text channel",". The delivery mode decides which. Members never see your forum, your staff notes or anyone else's tickets.",[286,305,306,309,310,313],{},[256,307,308],{},"Your team's side"," — with ",[256,311,312],{},"message mirroring"," on, a thread in the category's forum channel where staff read the inputs, see the lookups and reply. Customer messages are mirrored in under the member's name; staff replies are relayed out through the bot, so personal accounts stay out of it.",[252,315,316,317,320],{},"With mirroring ",[256,318,319],{},"off",", there is no internal thread: your team answers directly inside the customer's ticket, and the customer sees who replied.",[278,322,324],{"id":323},"the-ticket-lifecycle","The ticket lifecycle",[326,327,328,339],"field-group",{},[329,330,333],"field",{"name":331,"type":332},"Open","badge",[252,334,335,336,338],{},"The conversation is live. Messages relay both ways and the ticket appears under the ",[256,337,331],{}," filter.",[329,340,342],{"name":341,"type":332},"Closed",[252,343,344,345,348,349,352,353,356,357,359],{},"The conversation has ended. The closing card offers ",[256,346,347],{},"Reopen"," and ",[256,350,351],{},"Transcript",", and — with the ",[274,354,355],{"href":113},"Feedback module"," — a ",[256,358,112],{}," button. The forum thread is archived.",[252,361,362],{},"Closing takes a confirmation click in Discord; customers can close and reopen their own ticket. Every message is kept, so a reopened ticket carries its full history. Assignees are released on close.",[278,364,366],{"id":365},"delivery-modes","Delivery modes",[252,368,369,370,373,374,377,378,380,381,385],{},"The ",[256,371,372],{},"Ticket Delivery Mode"," decides where your ",[256,375,376],{},"customers"," read and answer their tickets. You choose it once in ",[274,379,73],{"href":74}," (or with ",[382,383,384],"code",{},"\u002Fdeliverymode"," in Discord); it applies to new tickets.",[387,388,389,405],"table",{},[390,391,392],"thead",{},[393,394,395,399,402],"tr",{},[396,397,398],"th",{},"Mode",[396,400,401],{},"Where the ticket lives for the customer",[396,403,404],{},"Notes",[406,407,408,427,440],"tbody",{},[393,409,410,421,424],{},[411,412,413,416,417],"td",{},[256,414,415],{},"DM Tickets"," ",[332,418,420],{"color":419},"primary","Default",[411,422,423],{},"Their DMs with the bot",[411,425,426],{},"Mirrors into your forum, always. A second open ticket, or closed DMs, overflows into a private thread in the container channel.",[393,428,429,434,437],{},[411,430,431],{},[256,432,433],{},"Thread Mode",[411,435,436],{},"A private thread inside a container text channel on your server",[411,438,439],{},"Clean, modern and channel-light. Your team gets a forum thread only while mirroring is on.",[393,441,442,447,450],{},[411,443,444],{},[256,445,446],{},"Server Channels",[411,448,449],{},"A dedicated text channel inside your support category",[411,451,452],{},"Classic behaviour for older setups. Forum thread only while mirroring is on.",[326,454,455,466,481],{},[329,456,459],{"name":457,"type":458},"Container Channel","select",[252,460,461,462,465],{},"The text channel private ticket threads are created in. Leave it empty and the bot creates a ",[382,463,464],{},"#tickets"," channel with the right permissions when it first needs one.",[329,467,470],{"name":468,"type":469},"Mirror to internal forum","toggle",[252,471,472,473,416,476,480],{},"On (default): a forum thread per ticket for your team. Off: no forum thread — staff answer inside the customer's ticket; the ticket card with its inputs, lookups and buttons is posted there instead. Always on for DM Tickets. Escalating a ticket without an internal thread needs the ",[274,474,475],{"href":118},"Escalation module's",[477,478,479],"em",{},"Move routing only"," setting.",[329,482,484],{"name":483,"type":469},"Mention customer on reply",[252,485,486],{},"Pings the customer on staff replies in threads and channels — the only reliable push notification outside of DMs. Off by default.",[488,489,490],"note",{},[252,491,492],{},"A member has one open DM ticket at a time; DMing the bot while another ticket of theirs is open points them to it. In a DM, the bot first asks which server the ticket is for when they share several with Clarify.",[278,494,496],{"id":495},"browsing-tickets-in-the-dashboard","Browsing tickets in the dashboard",[252,498,369,499,502],{},[256,500,501],{},"Tickets"," page lists every ticket on your server, newest first, 15 per page.",[504,505,507],"h3",{"id":506},"search-filters","Search & filters",[326,509,510,533,546,554],{},[329,511,514],{"name":512,"type":513},"Search","text",[252,515,516,517,520,521,524,525,528,529,532],{},"Find a ticket by its ",[256,518,519],{},"thread name",", ",[256,522,523],{},"category",", the member's ",[256,526,527],{},"username"," or the ",[256,530,531],{},"ticket ID",".",[329,534,536],{"name":535,"type":458},"Status",[252,537,538,520,541,543,544,532],{},[256,539,540],{},"All",[256,542,331],{}," or ",[256,545,341],{},[329,547,549],{"name":548,"type":458},"Category",[252,550,551,552,532],{},"Only tickets of one ",[274,553,523],{"href":79},[329,555,557],{"name":556,"type":458},"Assignee",[252,558,559,520,562,520,565,568],{},[256,560,561],{},"Any assignee",[256,563,564],{},"Unassigned",[256,566,567],{},"Assigned to me",", or a specific support member.",[504,570,572],{"id":571},"the-detail-drawer-and-the-ticket-page","The detail drawer and the ticket page",[252,574,575,576,579,580,583,584,587,588,590,591,594],{},"Selecting a ticket opens a drawer with the member's avatar and username, the ticket ID, the category, the created date and the status, plus the ",[256,577,578],{},"Customer rating"," (or a waiting placeholder) and the ",[256,581,582],{},"Timeline"," — created, assigned, escalated, rated, closed, reopened and more. ",[256,585,586],{},"Open ticket"," leads to the ticket's own page with the full ",[256,589,351],{},", the assignees and the info card; ",[256,592,593],{},"View profile"," opens the member's profile with their tickets and, for supporters, their stats and ratings.",[504,596,598],{"id":597},"acting-on-a-ticket","Acting on a ticket",[252,600,369,601,604],{},[256,602,603],{},"Actions"," menu — in the list and on the ticket page — offers:",[387,606,607,617],{},[390,608,609],{},[393,610,611,614],{},[396,612,613],{},"Action",[396,615,616],{},"What it does",[406,618,619,636,648,661],{},[393,620,621,630],{},[411,622,623,626,627],{},[256,624,625],{},"Claim"," \u002F ",[256,628,629],{},"Release",[411,631,632,633,532],{},"Assign the ticket to yourself, or release it, through the ",[274,634,635],{"href":133},"Assignment module",[393,637,638,643],{},[411,639,640],{},[256,641,642],{},"Escalate…",[411,644,645,646,532],{},"Move the ticket to another tier; the dialog lists every route and why a denied one is denied. See ",[274,647,117],{"href":118},[393,649,650,658],{},[411,651,652,626,655],{},[256,653,654],{},"Close…",[256,656,657],{},"Reopen…",[411,659,660],{},"Close or reopen the ticket with an optional staff-only reason. The bot carries it out and re-checks that you are staff or a participant.",[393,662,663,668],{},[411,664,665],{},[256,666,667],{},"Open in Discord",[411,669,670],{},"Jump to the thread.",[252,672,673],{},"The ticket page also lets assigners add or remove support members directly from the info card.",[488,675,676],{},[252,677,678,679,682,683,685],{},"The Tickets page is ",[256,680,681],{},"scoped to your server"," — you only see tickets from the server you are viewing. See ",[274,684,57],{"href":58}," for who can view what.",[278,687,689],{"id":688},"where-to-go-next","Where to go next",[691,692,693,699,705,711],"card-group",{},[694,695,696],"card",{"icon":40,"title":37,"to":38},[252,697,698],{},"The relay behind every ticket — how a message travels between the member and your team.",[694,700,702],{"icon":701,"title":73,"to":74},"i-lucide-settings-2",[252,703,704],{},"Set your delivery mode, mirroring, container channel and formats.",[694,706,708],{"icon":50,"title":707,"to":48},"Categories & inputs",[252,709,710],{},"Give each ticket type its own inputs, so tickets arrive pre-sorted and complete.",[694,712,713],{"icon":135,"title":132,"to":133},[252,714,715],{},"Claiming, auto-distribution and the markers that show who owns a ticket.",{"title":717,"searchDepth":718,"depth":719,"links":720},"",1,2,[721,722,723,724,730],{"id":280,"depth":719,"text":281},{"id":323,"depth":719,"text":324},{"id":365,"depth":719,"text":366},{"id":495,"depth":719,"text":496,"children":725},[726,728,729],{"id":506,"depth":727,"text":507},3,{"id":571,"depth":727,"text":572},{"id":597,"depth":727,"text":598},{"id":688,"depth":719,"text":689},"What a Clarify ticket is, the three delivery modes that decide where the customer's side lives, message mirroring, and how to browse and act on tickets in the dashboard.","md",null,{},{"icon":45},{"title":42,"description":731},"3jpcopRpJeQZjtkum-zdB8shzzd56OfXQAtd7BNV4Y4",[739,741],{"title":37,"path":38,"stem":39,"description":740,"icon":40,"children":-1},"The relay at the heart of Clarify — how a member's message becomes a team ticket, and how replies flow back, with staff kept private.",{"title":47,"path":48,"stem":49,"description":742,"icon":50,"children":-1},"How categories sort tickets into types and ticket fields collect what your team needs before a conversation begins.",1792666274146]