Assignment puts a name on every ticket. Supporters claim a ticket with one click or /assign, teams can hand tickets to each other, and each category can distribute new tickets automatically — round-robin, first-in-first-out, or to whoever has the least on their plate. The assignee shows up as a notice in the thread, as a forum tag, in the thread name, and in the dashboard.
How it works
A ticket opens
If its category has a distribution strategy, Clarify picks a supporter from the category's handled groups and assigns them straight away. Otherwise the ticket waits for a claim.
Someone claims it
The Assign button on the ticket card, /assign inside the ticket, or Claim in the dashboard's ticket list. Who may claim follows the category's handled groups; without any, every support role may.
Discord shows the owner
A notice is posted in the thread, the supporter's forum tag is applied, the thread is renamed — whichever markers you switch on below. The assignee gets a DM.
The ticket closes
Assignees are released and their forum tags cleared, so tags stay available for open work.
This page holds the global settings. Which supporters a category draws from and how it picks one is set per category under Settings → Categories → Auto-Assignment — see Categories.
Who assigns?
- Self-claim — Supporters claim tickets themselves.
- Staff assign — Assigner roles may also assign other supporters, with
/assign user:or from the dashboard.
How does it show in Discord?
Notifications & lifecycle
Per-category distribution
Auto-assignment is decided per category, because a billing queue and an abuse queue rarely want the same rule. In Settings → Categories, open a category's Auto-Assignment section:
| Setting | What it does |
|---|---|
| Distribution strategy | Off (manual claiming only), Round-robin (rotate through the group), FIFO (whoever has waited longest is next; returners queue at the back), Least load (the supporter with the fewest open assigned tickets). |
| Handled groups | The support roles the strategy draws from, and the roles allowed to claim in this category. Empty means every support role. |
| Excluded supporters | Members skipped by auto-assignment in this category. They can still claim manually. |
Supporters who are marked Away on the roster are skipped as well. Auto-assignment is best-effort: if no candidate is available, the ticket simply waits for a claim.
The roster
The module page lists your support members with two things per person:
- Available / Away — away supporters are skipped by auto-assignment. Supporters set this themselves with
/away hours:(1 to 720 hours) and/away back:true; coming back places them at the end of the FIFO queue. - Tag emoji — the emoji of their personal forum tag when supporter tags are on.
Commands
| Command | Who | What |
|---|---|---|
/assign | Any supporter allowed in the category | Claim the current ticket. |
/assign user:@Sam | Assigner roles (Staff-assign mode) | Assign another supporter. |
/unassign · /unassign user: | Assignee · assigner roles | Release yourself, or someone else. |
/away hours: · /away back:true | Any supporter | Pause or resume your auto-assignment. |
From the dashboard, Claim and Release in the ticket list act on your own Discord account; the ticket page lists all assignees and lets assigners add or remove supporters.