Escalation

Features

• Escalate a ticket to a higher support level by transferring it to a preconfigured topic.
• Request assistance from other team members by pinging a configured role - without transferring the ticket.
• Optionally include a reason when escalating or requesting assistance for better context.
• Both commands are per-topic: each ticket topic can define its own escalation target and assistance role independently.
• Works in both Modmail and the Ticket System.

Setup

• Visit the ticket topics page for your system in your dashboard (Modmail ticket topics or Ticket System ticket topics).
• Enable the escalation or assistance feature for each topic where you want it available.
• For escalation: set the target topic that tickets should be escalated to.
• For assistance: set the role that should be pinged when assistance is requested.

Commands

Understand the documentation

In these docs, name:<Type> is an option of a slash-command with name name and the type Type. Options that not required, are described as [name:<Type>]. If the action of a command is vastly different between required and not-required options, we might list them separately.

Examples

• /moderate ban user:<Member>: This command (/moderate ban) has an required option with the name "user" that only accepts one member as a value.
• /moderate ban victim:<Member> reason:<Text>: This command (/moderate ban) has an required option with the name "victim" that only accepts one member as a value and another required option with the name "reason" that accepts any text as an value.
• /moderate ban victim:<Member> reason:<Text> [proof:<Attachment>]: This command (/moderate ban) has an required option with the name "victim" that only accepts one member as a value, another required option with the name "reason" that accepts any text as an value and a not-required option with the name "proof" which allows one attachment as its value.

Command	Description
/ticket escalate [reason:<Text>]	Escalates the current ticket to the next support level by transferring it to the configured target topic. Optionally specify a reason. Requirement Only available if an escalation target is configured for the current ticket's topic.
/ticket assistance [reason:<Text>]	Requests assistance from other team members by pinging the configured role in the ticket channel. The ticket stays in its current topic. Optionally specify a reason. Requirement Only available if an assistance role is configured for the current ticket's topic.

Configuration

Per-topic settings

These fields are configured per ticket topic in your dashboard - available for both Modmail ticket topics and Ticket System ticket topics.

Field	Description
Escalation target topic	The topic this ticket should be transferred to when escalated. If not set, escalation is unavailable for this topic.
Assistance role	The role to ping when a team member requests assistance in this topic. If not set, assistance is unavailable for this topic.

How it works

Escalation

When a team member runs /ticket escalate:

1. A system message is posted in the ticket channel (e.g. "@StaffMember escalated this ticket - reason").
2. The ticket is transferred to the configured target topic - just like a regular topic transfer, including permission changes, category moves, and optional role pings.
3. If ticket claiming is enabled with "Remove assigned team member on transfer", the current assignment is cleared so the new team can claim the ticket.

Assistance

When a team member runs /ticket assistance:

1. The configured assistance role is pinged in the ticket channel with a message (e.g. "@SeniorSupport @StaffMember requested assistance in this ticket - reason").
2. The ticket stays in its current topic - no transfer occurs.
3. Other team members with the pinged role can then join the conversation to help.

tip

Use escalation when a ticket needs to be handed off to a different team. Use assistance when you just need help from someone without moving the ticket.