Tickets

The Tickets page is your archive and audit trail for support on this server.

What you see

• Open and recently closed tickets
• Ticket type, user, status, assignee, and timestamps
• CSAT rating (👍 / 👎) when available
• Escalation and lockdown indicators
• Quick links to the full transcript

What you can do

• Search and filter by status and date range; use search for user, type, or subject text
• Open a ticket to view the full message history
• Download or view the transcript for any closed ticket
• Export closed transcripts by date range (all plans)
• Jump to the original Discord channel when it still exists

Staff queue

The Staff queue is a separate sidebar item under Support (not a sub-tab of Tickets):

Filter	Shows
All open	Every open ticket
Mine	Tickets assigned to you
Unclaimed	No assignee yet
Escalated	Reached staff or bot could not answer
Awaiting staff	Waiting on your team
Awaiting customer	Waiting on the ticket owner

Claim or release tickets from the queue. Assignment syncs with Discord — staff can also use /claim and /unclaim in the ticket channel.

Queue stats at the top show counts for open, mine, unclaimed, and escalated tickets.

Ticket detail

Opening a ticket shows the full message timeline, metadata (type, status, assignee, tags), CSAT feedback, and internal notes. Management-restricted tickets (closed under lockdown) are visible only to management roles in the dashboard.

Transcripts and retention

When staff run /close (or inactivity auto-close runs):

• A full transcript (messages, timestamps, participants) is saved.
• The transcript is posted to your ticket-transcripts Discord channel.
• The transcript is available in the dashboard regardless of whether the Discord channel still exists.

Control how long transcripts are kept in Settings → Data & retention or on the Data & retention page. After that window, they are permanently deleted. Free plan supports up to 30 days; Plus and Enterprise support longer periods and unlimited on Enterprise.

Lockdown

Sensitive tickets can be locked down by management with /lockdown in Discord. Regular staff lose channel access; only the customer and management roles remain. Closed lockdown tickets stay restricted to management in the dashboard.

Configure Management roles in Settings before using lockdown. See Commands → Lockdown.

Inactivity auto-close

When enabled in Settings → Tickets, Ogma closes tickets after a configured number of days without activity:

• Optional warning message N days before close
• Optional longer period for escalated tickets
• Customer messages only — staff replies reset the timer but do not count as activity

Auto-close archives the transcript and deletes the channel like a normal close.

Relationship to Discord

• Live work happens in Discord. Reply to users and run /close there.
• Triage happens in the queue. Claim and filter open work without scrolling every channel.
• Review and export happens here. Look up history, share transcripts, analyze patterns.

See How tickets work for the full lifecycle. See Support ops for assignment and SLAs. See Insights for aggregate performance.