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

# Work in the support inbox

> Reply to a private ticket, assign staff and save a transcript.

Open **Support → Inbox** to find tickets for your configured staff teams. You need **Manage support conversations** and the ticket's staff role. The server owner can open every support conversation without that role. Server configuration or installation-operator access alone does not grant conversation access.

## Read and reply

Open a ticket to read its current messages. Replies name the staff member and show whether Discord confirmed delivery. Retry a failed reply from the conversation; refreshing the page does not resend it.

![Alex asks about a step-free weekend walk and Maya replies in the support inbox.](https://mintcdn.com/pup-15c61ad9/7A8_OyKz3be9aqRt/images/guides/support-inbox-light.png?fit=max\&auto=format\&n=7A8_OyKz3be9aqRt\&q=85\&s=1f562fed0188e9df72f7710be4bcaf86)

Internal notes stay with the staff team and server owner. They are never sent to Discord. Use them for a handoff or information the requester should not receive.

## Private ticket creation

Submitting a [ticket panel](https://docs.pup.run/ticket-panels.md) saves the request, then opens a private Discord channel. The requester, configured staff role and pup receive access; Discord's owner and administrator access still applies. If channel creation fails, staff can retry the saved request. The member does not need to submit it again.

If the channel disappears or its permissions need repair, the ticket shows the problem. Staff can repair the original ticket. Added staff participants must belong to the team saved with that ticket.

## Ticket lifecycle

The **standard** workflow opens a ticket ready for staff. **Staff review** opens it paused until a staff member claims it or receives the assignment.

Staff can claim, assign or transfer a ticket, set its priority or deadline, and pause it with a reason. **Standard** allows any authorized staff member to reassign work. **Staff review** requires the current owner to transfer it and explain the handoff.

Closing a channel ticket lets the requester keep reading while stopping new posts. Reopening restores pup's posting changes and keeps any later manual permission changes. Thread tickets cannot use this close/reopen operation because Discord cannot make a thread read-only for just the requester.

Archiving keeps the private Discord channel and stops the requester posting. Deleting a support record leaves its Discord channel in place. Restoring a deleted record returns it to **Archived**; choose **Reopen** to resume it. Deleting the Discord channel does not close or delete the saved ticket.

The ticket history shows assignments, status changes and repairs. Existing tickets keep the staff team and settings they opened with.

## Transcripts

Opening a conversation reads its current messages without saving a transcript. Staff and the server owner can separately save the latest 1–100 messages, using the message limit chosen when the ticket opened. Later panel edits do not change that limit.

Saved transcripts contain messages in time order, without attachment links or files. Read, search, export or delete them from the private ticket view. Deleting a transcript requires confirmation and leaves Discord messages in place. See [Data and privacy](https://docs.pup.run/privacy.md) for storage and deletion.

To give members an entry point, [publish a ticket panel](https://docs.pup.run/ticket-panels.md). [Modmail](https://docs.pup.run/modmail.md) has its own inbox policy.


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