# Choose who can see and answer tickets (/tickets/who-can-see-tickets)











Tickets have two kinds of staff. The **admin role** is one role that handles tickets from every panel. **Support roles** are set per panel, so one team can answer support while another answers reports. A role is a group you give members in Discord, like Moderator.

Both are full ticket staff, not just viewers: they can add and remove people, close, claim, rename and transfer tickets. Members with Discord's Manage Channels permission can act on tickets too.

<Steps>
  <Step>
    ### Open Settings [#open-settings]

    Open your [dashboard](https://tickety.top/dashboard), pick your server, then click **Settings** in the sidebar.

        <img alt="Settings in the sidebar" src="__img0" />
  </Step>

  <Step>
    ### Pick the admin role [#pick-the-admin-role]

    Under **Admin Role**, open **Administrator Role** and pick the role for your ticket admins. Tickety opens no tickets at all until one is set.

    This is a Tickety role, separate from Discord's Administrator permission.

        <img alt="Administrator Role under Admin Role" src="__img1" />
  </Step>

  <Step>
    ### Save [#save]

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

  <Step>
    ### Open a panel [#open-a-panel]

    In the sidebar, under **Tickets**, click **Ticket Panels**, then click the panel whose staff you want to set.

        <img alt="A panel on the Ticket Panels page" src="__img2" />
  </Step>

  <Step>
    ### Pick the support roles [#pick-the-support-roles]

    On the **General** tab, under **Panel Settings**, open **Support Roles** and pick the roles that answer this panel's tickets. A panel needs at least one.

        <img alt="Support Roles in Panel Settings" src="__img3" />
  </Step>

  <Step>
    ### Save [#save-1]

    Press **Save Changes** in the bar at the bottom of the page. New tickets from this panel let these roles in. Tickets that are already open keep the roles they were opened with.
  </Step>
</Steps>

Neither role opens the dashboard for its members. To let staff use the dashboard, see [Give a role access to the dashboard](/server/staff-dashboard-access).

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

<Accordions>
  <Accordion title="A staff member cannot see an open ticket">
    The ticket was opened before their role was added, so the ticket channel does not know the role yet. Add them to that ticket with `/ticket add`. It can also be claiming: by default, claiming a ticket shuts the rest of the team out. See [Let staff claim tickets](/tickets/claiming).
  </Accordion>

  <Accordion title="Staff see You need one of the following to access this feature">
    They have none of the admin role, this panel's support roles, or Manage Channels. Give them one.
  </Accordion>

  <Accordion title="Members see Admin Role Not Set">
    No admin role is saved. Do steps 1 to 3.
  </Accordion>

  <Accordion title="Staff cannot open the dashboard">
    The admin role and support roles only work in Discord. Dashboard access is set separately, under **Access Control** in **Settings**.
  </Accordion>
</Accordions>