Tickets

Team roles & permissions

Support, Staff and Management: who can do what.

The three tiers#

Tikkora sorts your team into three tiers. Each tier can do everything the tiers below it can. The same rules apply in Discord and on the web dashboard.

Tier	Meant for	Can
Support	Helpers and support staff	Handle tickets: claim, reply, close, move, add people. Review AI answers. Run Support-level actions like mute or whitelist.
Staff	Moderators	Everything Support can, plus Staff-level actions like ban and kick, approving learned solutions, and setting other members’ linked Minecraft accounts.
Management	Head admins	Everything Staff can, plus Management-level actions (console, restarts, files, permissions) and configuring the bot: setup, settings, costs, exports and the audit log.

Manage Server always counts as Management

Anyone with Discord’s Manage Server permission is treated as Management, even without a Management role. That way the server owner can never lock themselves out.

Who can do what#

Action	Lowest tier
Open a ticket, close your own ticket, rate it	Everyone (closing can be turned off)
Claim, close, move or reply to any ticket; add or remove people	Support
Approve, edit or reject AI drafts; rate practice answers	Support
See ticket AI costs (/ticket cost), the dashboard overview and tickets	Support
Approve learned solutions (they shape future answers)	Staff
/link set for someone else	Staff
Integration actions	Set per tool: Support, Staff or Management
/setup, /config, /status, /costs, /sources	Management
Dashboard costs, data import & export, audit log, settings	Management

Nobody can approve or run an integration action on their own ticket. See Integrations & actions.

Category roles#

A category can have its own staff roles. People with those roles count as Support for that category only, and those roles are pinged for its tickets instead of the general Support roles. Handy for a store team that should only see payment tickets, or partnership managers.

Setting the roles#

Dashboard: Settings → Team & roles.
Discord: /config area: Support team (or the Support team step in /setup).
Up to 10 roles per tier. You need at least one Support or Staff role to publish.
On publish, the bot gives these roles access to the staff and transcripts channels when it is allowed to (it needs Manage Roles for that).

Seeing the admin commands#

Admin commands like /setup, /config, /status, /costs and /sources are hidden by Discord for members without Manage Server. If you want members with your Management role (but without Manage Server) to use them in Discord, allow that role in Server Settings → Integrations → Tikkora. The bot still checks the tier itself every time, and those members can always use the web dashboard.