# Alert staff about tickets waiting for a reply (/tickets/staff-reminders)















Inactivity notifications watch for tickets where a member is waiting on your staff. When nobody on staff has answered for a while, Tickety posts a notice in a staff channel and pings the roles you pick. They apply to every panel.

A staff reply is any message from someone who is not a member of the ticket, sent in Discord, from the dashboard, or through `/ticket resolve`. It stops the notifications for that ticket.

<Steps>
  <Step>
    ### Open Inactivity Notifications [#open-inactivity-notifications]

    Open your [dashboard](https://tickety.top/dashboard) and pick your server. In the sidebar, under **Tickets**, click **Configuration**, then click **Inactivity Notifications**.

        <img alt="Inactivity Notifications on the Ticket Configuration page" src="__img0" />
  </Step>

  <Step>
    ### Turn notifications on 👑 [#turn-notifications-on-]

    Go to **Notification Behavior**.

        <img alt="Inactivity Notifications and Notify After" src="__img1" />

    1. Turn on **Inactivity Notifications**.
    2. Set **Notify After** in days, hours and minutes: how long a ticket may wait for a staff reply before the first notice. It starts at 1 hour.
  </Step>

  <Step>
    ### Set the repeats 👑 [#set-the-repeats-]

    Scroll to **Repeats**.

        <img alt="Maximum Notifications and Repeat Every" src="__img2" />

    1. Set **Maximum Notifications**: how many notices one wait can send, from 1 to 10. It starts at 1.
    2. Set **Repeat Every**: how long after one notice the next is sent. It starts at 1 hour.
  </Step>

  <Step>
    ### Pick the channel and pings 👑 [#pick-the-channel-and-pings-]

    Scroll to **Destination**.

        <img alt="Notification Channel and Pinged Roles" src="__img3" />

    1. Open **Notification Channel** and pick a channel your staff watch. **Default** uses the **Logging Channel** from **Settings**.
    2. Open **Pinged Roles** and pick up to 10 roles. Leave it empty to post the notice without a ping.
  </Step>

  <Step>
    ### Decide about claimed tickets [#decide-about-claimed-tickets]

    Under **Claimed Tickets**, pick what **On Claim** does once a staff member claims the ticket:

    * **Stop notifying**: no more notices while it is claimed. This is the default.
    * **Notify the claimer**: the notice pings the claimer instead of the roles.
    * **Keep notifying**: nothing changes.

        <img alt="On Claim under Claimed Tickets" src="__img4" />
  </Step>

  <Step>
    ### Save [#save]

    Press **Save Changes** in the bar at the bottom of the page.
  </Step>
</Steps>

In the staff channel, a notice looks like this:

<img alt="A Ticket Awaiting Reply notice in Discord" src="__img5" />

The wait starts when a ticket opens, or at the member's first message if notifications were off when it opened. Later member messages do not reset it. Tickety checks every few minutes, so a notice can come a little after the exact time.

## It did not work? [#it-did-not-work]

<Accordions>
  <Accordion title="No notices are sent at all">
    Inactivity notifications need premium. Also check that **Notify After** is not 0.
  </Accordion>

  <Accordion title="Notices stopped and never came back">
    The **Notification Channel** is on **Default** with no **Logging Channel** in **Settings**, or Tickety cannot post there. A ticket skipped this way stays quiet until staff reply. Pick a channel Tickety can see and write in, with Send Messages and Embed Links.
  </Accordion>

  <Accordion title="Only one notice was sent">
    **Maximum Notifications** is 1, or **Repeat Every** is 0. After the last notice, nothing more is sent until staff reply.
  </Accordion>

  <Accordion title="A claimed ticket stopped notifying">
    **On Claim** is set to **Stop notifying**. If the ticket is unclaimed while still waiting, the notices start again.
  </Accordion>

  <Accordion title="Managing inactivity notifications for a ticket requires a premium subscription">
    `/ticket inactivity` is premium, like the rest of this feature.
  </Accordion>
</Accordions>

<Callout type="info" emoji="👑">
  Features marked with a crown (👑) need a [Premium Subscription](https://tickety.top/premium).
</Callout>