Ticket Claiming System
The claiming system designates a single agent responsible for a ticket, preventing multiple team members from responding simultaneously.
Core Policies
Section titled “Core Policies”- Restrict Actions: Restricts typing and controls to the claiming staff member and ticket creator.
- Claimer Must Unclaim: Prevents other agents from overriding ownership without explicit release.
- Zero Permissions Mode: Hides the channel from other support agents once claimed.
Visual Indicators
Section titled “Visual Indicators”- Dynamic Channel Renaming: Updates channel name to
claimed-{user}. - Category Re-routing: Moves the ticket to an active “In Progress” category.