Staff Roles
Configure staff roles and permissions for managing tickets and supporting your users.
Overview
Staff roles determine who can manage, close, and respond to tickets. SYNTHET allows you to assign different permission levels based on roles, ensuring your support team has appropriate access to tickets. You can set up multiple support tiers with different responsibilities.
Proper role configuration ensures that your support team can efficiently handle tickets while maintaining security and organization.
Staff Role Levels
Define different tiers of staff access:
Support Agent
Can view and respond to assigned tickets, add notes, and manage specific categories. Cannot close or delete tickets.
Support Manager
Can manage all tickets, close resolved tickets, assign tickets to other staff, and view analytics. Cannot delete or modify categories.
Administrator
Full access to all ticket system features including category management, staff assignment, transcripts, and system configuration.
Assigning Staff Roles
Add Discord roles to the ticket staff system:
Replace {role} with a Discord role and {level} with: agent, manager, or admin.
Permission Management
Configure specific permissions for staff roles:
/ticket staff permission <role> <action> <true/false> | Set specific permissions |
/ticket staff view-all <role> | Allow role to view all tickets |
/ticket staff close-tickets <role> | Allow role to close tickets |
/ticket staff delete-tickets <role> | Allow role to delete tickets |
/ticket staff manage-categories <role> | Allow category management |
/ticket staff view-transcripts <role> | Allow transcript access |
Category Assignment
Assign staff members to specific ticket categories so they only see relevant tickets:
Staff assigned to a category will see only tickets in that category and receive notifications when new tickets are created.
Detailed Permission List
view_assigned
View tickets assigned to them
view_all
View all tickets in server
respond
Send messages in tickets
claim
Claim unassigned tickets
assign
Assign tickets to staff
close
Close resolved tickets
delete
Delete ticket channels
manage_staff
Add/remove staff roles
manage_categories
Create/edit categories
access_transcripts
Access ticket transcripts
manage_panel
Edit ticket panel
add_notes
Add notes to tickets
Example: Three-Tier Support System
Level 1: Support Agent (@Support Agent)
Can view and respond to assigned tickets only. Good for newer staff members.
Permissions: view_assigned, respond, add_notes
Level 2: Support Manager (@Support Manager)
Can manage all tickets and see analytics. Can assign tickets and mark as resolved.
Permissions: view_all, respond, claim, assign, close, add_notes, access_transcripts
Level 3: Support Admin (@Support Admin)
Full system access. Can modify categories, manage staff, and configure the entire system.
Permissions: All permissions enabled
Tips & Best Practices
- • Use meaningful role names that clearly indicate responsibility (e.g., "Support Tier 1")
- • Assign category-specific roles to prevent staff from seeing all tickets
- • Review and audit staff permissions regularly
- • Limit administrative access to trusted team members only
- • Provide clear role descriptions when assigning permissions
- • Consider having a separate admin role for system configuration
- • New staff should start with Agent-level permissions
- • Remove staff roles promptly when members leave the team
- • Document your permission structure for team reference
Escalation Workflow
Set up an escalation path for complex tickets:
Standard Flow
Agent handles ticket → If unresolved after 24 hours → Escalate to Manager → Manager assigns to specialist
Escalation Notification
Use the `/ticket escalate` command to notify higher-tier staff. Automatically adds escalation notes to ticket.
Reassignment
Managers can reassign tickets to other staff members using /ticket assign <user>.
Troubleshooting
Staff cannot see tickets
Verify the role is properly assigned with correct permissions. Check if they're restricted to specific categories.
Staff can see all tickets when they shouldn't
Check that view_all permission is not enabled. Verify category assignments restrict visibility properly.
Cannot manage categories as admin
Ensure the admin role has manage_categories permission enabled. Check that the role is actually assigned to the user.
Permissions not taking effect
The user may need to rejoin the server or refresh their session. Sometimes role updates take a few seconds to apply.