Staff Queue & Claiming
Forum Support gives your whole team one shared queue. Threads are claimed by a single staff member so two people never work the same thread, and anyone can hand a thread back if they get stuck.
Features
- A live queue panel showing every open thread, grouped by status.
- One-click claim and assign me (grab the next thread automatically).
- Step away to return a thread to the queue for someone else.
- Optional lock until claimed so a thread waits quietly until a human picks it up.
- Optional AI summary on claim - the bot DMs the claiming staff member a recap so they catch up instantly.
The queue panel
The panel is a live message the bot keeps up to date in your staff queue panel channel. It groups threads into:
| Group | Meaning |
|---|---|
| Unclaimed | Waiting for someone to pick them up. |
| In progress | Currently claimed and being worked on. |
| Handed back | Were claimed, then returned to the queue and need a new owner. |
Priority threads (see Topics and per-channel Priority) appear first within each group.
Picking up a thread
There are three ways to claim, all equivalent - use whatever's handiest:
- Claim button on a specific thread in the panel.
- Assign me button (or
/forum next) - grabs the next unclaimed thread automatically. - Claiming unlocks the thread if it was locked until claimed, so the member can reply again, and posts a "claimed" message.
If you turned on AI summary on claim, the bot DMs you a short recap of the conversation so far the moment you claim - handy for long threads.
Use /forum my-assignments (or the My assignments button) to see what's currently on your plate.
Handing a thread back
Can't finish a thread? Click Step away (or run /forum step-away). The thread is unassigned, returned to the queue under Handed back, and re-locked if you use lock-until-claimed - so the next available team member can take over cleanly.
Lock until claimed
Enable Lock until claimed on a forum channel to lock new threads until a staff member picks them up. The member can still read the welcome (and any AI answer), but can't pile on more messages before someone is assigned. Claiming unlocks it automatically.
Commands
The buttons above all have slash-command equivalents - see the full Commands & Buttons reference.