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Ticket access is deliberately layered so you can run a mixed staff team without giving everyone the same reach.

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Global staff

Requires Administrator. These roles can configure the ticket system and see every ticket in the server. Keep the list short — this is the master key.

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Support roles

Full access to that option’s tickets: see, reply, claim, close. This is how you route different ticket types to different teams — general questions to @Support, user reports to @Moderator, appeals to @Admin. Run it with no roles to clear. Aliases: support.

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Trainee roles

Trainees can see the ticket, but everything else is toggled individually:
The intended shape is a trial staff member who can read tickets and reply, learning how things are handled, without being able to claim or close anything. Aliases: trainees.

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Permission flags

Aliases: perm.

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The claim flags

These two decide what claiming actually means in your server:
Everyone still sees and can help. Claiming marks who’s taking point, nothing more. Good for small, collaborative teams.
Everyone can read for oversight, but only the claimer replies. Stops the “three staff answering the same question differently” problem. This is the setting most servers want.
Only the claimer sees the ticket at all. Appropriate for appeals and reports where a smaller audience matters — but it removes oversight, so use it deliberately.

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creator_close

Lets members close their own ticket once it’s resolved. Reduces staff busywork on “never mind, figured it out” tickets. Turn it off for reports and appeals, where the member shouldn’t be able to end the conversation.

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Required roles

Roles a member must have to open the option at all:
any means one listed role is enough; all means they need every one. Aliases: requires / rolematch. When someone without the roles tries, they get the option’s denial message:

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Per-ticket access

Inside an open ticket:
Adds or removes one member or role from this ticket only. The usual case is pulling a third party into a report to give their side.

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Blacklists

Blacklisted members and roles can’t open tickets at all. The command toggles, and running it bare lists current entries. Requires ticket staff. Use it for people who open tickets to argue rather than to resolve anything.

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A worked configuration

A three-tier staff team:

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Command reference