Managing Cases
Day-to-day operations for open cases: how they get created, how staff claim and handle them, how to bring in additional people, and how to close them out with an automatic transcript.
Day-to-day operations for open cases: how they get created, how staff claim and handle them, how to bring in additional people, and how to close them out with an automatic transcript.
What is this?
What the staff side of the inbox actually looks like. Cases open as private channels in your Support Inbox category, scoped to the user and staff. Staff click Claim to take ownership, Add Participant to bring others in, and Close when done. Closing saves an automatic transcript and removes channel access.
Why you might want it
You don't need to invent your own ticket-handling process. Claim, handle, close, transcript; every case follows the same shape. The per-user 3-case limit keeps the queue manageable, and the dashboard view lets you triage without opening every channel.
How a Case is Opened
User Clicks a Button
When a user clicks a button on your Support Inbox panel, the bot automatically:
- Optionally shows an intake form (if the button has one configured) and waits for submission
- Creates a private case channel visible only to the user and staff roles
- Posts an intro message in the channel with the case category, user identity, and a persistent action bar with Claim and Close buttons
- Logs the case creation in your configured log channel
The channel name follows the per-button prefix you configured (e.g. #gs-001-username for general support, #app-001-username for appeals) so cases are easy to identify. See Case Naming.
Per-User Case Limit
Each user can have a maximum of 3 open cases at any time, regardless of category. Attempting to open a fourth triggers an error prompting them to close an existing case first. This keeps spam down and the queue manageable.
Browsing Cases in the Dashboard
Open the Cases List
Navigate to Support Inbox in the dashboard sidebar. The list view shows every case with filtering and sorting:
- Status filter — Open or Closed
- Panel filter — Narrow to a specific case panel
- Sort — By creation date or last activity
Each row shows the case ID, user, category, status, created date, and a link to jump directly to the Discord channel.
Claim a Case
Two Ways to Claim
You can claim a case in two places:
- Click the Claim button on the persistent action bar inside the case channel
- Open
/support paneland select Claim Case from the dropdown
What Claiming Does
Claiming signals to other staff that you're actively working on the case. The bot updates the channel topic with your name, and only one staff member can be the active handler at a time. This prevents duplicate effort and gives a clear point of contact.
Add or Remove Users
Add a User to a Case
Open /support panel and select Add User. A user search prompt accepts a mention, Discord ID, or username. Submit and the bot grants the user access to read and send messages in the case channel.
Remove a User
Select Remove User from the same panel dropdown. The bot shows a list of everyone who currently has access to the channel; click a user to revoke their access. This is useful for pulling out someone who was mistakenly added or is no longer needed.
Close a Case
Close from the Channel or Panel
Two ways, just like claiming:
- Click the Close button on the persistent action bar inside the case channel
- Open
/support paneland select Close Case
A confirmation dialog appears before the channel is archived so you don't close cases by accident.
What Closing Does
On confirmation, the bot:
- Archives the channel (no new messages can be sent)
- Saves a transcript of the conversation for the audit trail
- Logs the closure to your configured log channel with closer, timestamp, and case metadata
Support Inbox Reference
Every case-handling action is also available from the Support Inbox inside Discord. Open it with /support panel.