> ## Documentation Index
> Fetch the complete documentation index at: https://docs.theabot.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Managing tickets

> Claim, assign, note, close, reopen, and review CSAT. Use /macro send for canned replies.

Staff work tickets in the private Discord channel and in **Tickets** in the dashboard.

## In Discord

| Action        | How                                                           |
| ------------- | ------------------------------------------------------------- |
| Claim         | `/ticket claim`                                               |
| Assign        | `/ticket assign`                                              |
| Release       | `/ticket unclaim`                                             |
| Internal note | `/ticket note` — the member never sees this                   |
| Saved reply   | `/macro send` — see [Saved replies](/community/saved-replies) |
| Close         | `/ticket close`                                               |
| Reopen        | `/ticket reopen`                                              |

Thea answers first from your docs. The first staff message in the channel makes it step back. Mention Thea if you want it to try again.

## In the dashboard

Open **Tickets**, pick a view (Active, Unassigned, Assigned to me, Escalated, Closed, **Rated poorly**, All), and open a ticket to:

* Read the transcript and form answers
* Add or read staff notes
* See CSAT score and comment
* See whether the response target was missed
* Download a transcript
* Reopen

## Close

On close, Thea:

1. DMs a transcript if **DM the member a transcript** is on
2. DMs a 1–5 satisfaction question and an optional comment
3. Removes the member's access to the channel

Ratings of 1 or 2 appear in **Rated poorly**. If you enabled the event, the rating also lands in the [ticket log](/community/server-logs).

## Response target

If you set a response target and an *escalated* ticket sits without a reply to the member, Thea pings the support role **once** in that ticket channel. Claiming the ticket does not count as a reply. Raid mode suppresses the ping.

## Transcripts

* Member: optional DM at close
* Staff: **Download transcript** on the ticket page at any time

The download includes the opening form answers, Thea's first answer, the conversation, and staff notes.

<AccordionGroup>
  <Accordion title="What happens when Thea answers in a ticket?">
    Thea searches your knowledge base and posts a cited answer if confidence is high enough. When a staff member sends a message, Thea stops. Mention it to pull it back in. Everything stays in the transcript.
  </Accordion>

  <Accordion title="Can I export moderation records from here?">
    Moderation is a different export. Open [Audit](/dashboard/audit) and download the **Moderation export**.
  </Accordion>
</AccordionGroup>