Feature Toggles
The Features page is where you turn ticket behaviors on or off for a single server. Access it from Dashboard → Features in the sidebar. The page header reads "Turn ticket behaviors on or off for this server."
Editing features needs the manageSettings dashboard permission (the Admin role). Read-only staff can view the page, but the toggles are disabled and the Save changes button is hidden for them.
Changes are not auto-saved
Flip the toggles you want, then click Save changes at the bottom. The button stays disabled until you have made a change, and your edits apply to this server only.
What each toggle does
The page is grouped into three cards of toggles: Ticket access, Staff & replies, and Channel behavior, plus an AI Assist card that links to the AI Control page. The table below lists every toggle with its default.
| Toggle | Default | What it does |
|---|---|---|
| Private tickets | Off | Lets staff run /private to hide a ticket from other support roles. |
| Claim to reply | Off | After a ticket is claimed, other staff can't reply until it's unclaimed. |
| Claim on first response | Off | The first staff member to reply claims the ticket automatically. |
| Anonymous staff replies (Pro) | Off | Web replies and /reply post under your brand name and avatar. |
| "From web" reply tag | On | Appends a (from Web) tag to dashboard replies. |
| Mentions in replies | Users only | Which mentions in dashboard replies and /reply actually notify people. |
| Warn owner of permission issues | On | DMs the server owner when the bot is missing important permissions. |
| Users can close their own tickets | On | Lets the ticket opener close with /close or the close button. |
| Users can add others | On | Lets the ticket opener add other users with /add. |
| Ping support on open | Off | Mentions the category's support roles when a ticket opens. |
| Rename channel with ticket | On | Renames the Discord channel when a ticket is renamed. |
Ticket access
Control who can see and reply inside ticket channels.
Private tickets
Off by default. When on, staff can run /private to hide a ticket from other support roles, and /unprivate to restore access. Server administrators always keep access regardless of this setting.
When you enable it, a Mandatory roles picker appears. Roles you choose there always keep access to private tickets (for example an HR or management role), even while a ticket is private. See the private tickets behavior in Managing Tickets for the staff workflow.
Claim to reply
Off by default. When on, once a staff member claims a ticket, other staff can't reply until it's unclaimed. The person who claimed it and server admins can always reply, and the user who opened the ticket is unaffected.
Pairs with claim/unclaim
This toggle reinforces the /claim and /unclaim workflow so two staff don't
answer the same ticket at once. Leave it off if you want any staff member to
jump in at any time.
Claim on first response
Off by default. When on, the first staff member to reply to an unclaimed ticket claims it automatically, whether they reply in Discord or from the dashboard. The opening message updates to show them as the assignee, and anyone can still unclaim as normal.
A ticket someone has already claimed is left alone, so this never takes a ticket off the staff member holding it. Turn it on when you want assignment to follow whoever actually answers, instead of asking staff to remember to press Claim.
Works well with claim to reply
Enable both and the first responder claims the ticket and locks it to themselves in one step, with nobody pressing a button.
Staff and replies
How staff actions and replies behave.
Anonymous staff replies (Pro)
Pro feature
Anonymous replies require the Pro plan (or a server an organization plan provides the Pro tier to). Off by default. On Free and Community the toggle is disabled with an upgrade prompt.
When on, web replies and /reply post under your brand name and avatar instead of the individual staff member's identity. Staff can still see who actually replied in the dashboard. Set the brand name and avatar in Settings → Branding before turning this on.
"From web" reply tag
On by default. Appends a (from Web) tag to dashboard replies so it's clear they came from the web rather than typed in Discord. Turn it off to show just the staff member's name.
Mentions in replies
A dropdown rather than a toggle. It controls which mentions in dashboard replies and /reply actually notify people, because webhook-based replies can otherwise ping @everyone and roles. Options:
| Option | Behavior |
|---|---|
| Users only | Default. Only user mentions ping. |
| Roles & @everyone | Role mentions and @everyone also ping. |
| No pings | Mentions render as text but notify nobody. |
Warn owner of permission issues
On by default. DMs the server owner a summary when the bot is missing important permissions, with a pointer to /debug. It is sent at most once, and only re-sent if the missing permissions change or about a week passes.
Users can close their own tickets
On by default. Lets the ticket opener close their own ticket with /close or the close button. When off, only staff can close.
Users can add others
On by default. Lets the ticket opener add other users to their ticket with /add. When off, only staff can add. Removing users with /remove is always staff-only.
Channel behavior
What happens to the ticket channel itself.
Ping support on open
Off by default. When on, the bot mentions the category's support roles when a new ticket opens, so staff get notified right away.
Rename channel with ticket
On by default. Renames the Discord channel when a ticket is renamed, whether from the web dashboard or the /rename command.
Discord rate limits renames
Discord rate-limits channel renames (roughly twice per ten minutes per channel). Frequent renames may not apply immediately. The ticket title in the dashboard updates regardless.
AI Assist (Pro)
The AI settings that used to live on this page (the ticket viewer tools, reply defaults, and grounding sources) now live on the AI Control page. The Features page keeps an AI Assist card with an Open AI Control button that takes you there.
See AI Control for the full set of AI settings, and the AI Assist guide for how staff use the tools inside a ticket.
Related commands
Several toggles change how the matching slash commands behave:
| Command | Affected by |
|---|---|
/close |
Users can close their own tickets |
/add |
Users can add others |
/reply |
Anonymous staff replies, "From web" reply tag, Mentions in replies |
/rename |
Rename channel with ticket |
/private, /unprivate |
Private tickets |
/claim, /unclaim |
Claim to reply, Claim on first response |