Staff Hub shows how your team handles tickets and applications, and gives you the tools to run that team: ranks with trial periods, strikes, admin notes, leave, alerts and a weekly report. It's on the dashboard under Staff, and it needs Plus or Max premium. For what to measure and how to keep it fair, read how to track Discord staff activity.
Who counts as staff
Anyone with one of these roles is listed:
- A staff role from any ticket panel, or the default staff roles on the Ticket panels page
- A reviewer role from any application form
- A rank role from Staff › Setup
The bot keeps this list up to date as members join, leave and get or lose roles. When you change which roles count as staff, it rebuilds the list; on very large servers that takes a few minutes, and the overview says when it's still working.
People who claimed, closed or reviewed something without a staff role are listed separately under Also handled tickets, with their name, username and ID from their most recent ticket or application. Their work still counts in the totals.
The overview
Staff › Team overview covers the last 7, 30 or 60 days:
- Tickets closed, median time to claim, tickets waiting past your alert time, and applications reviewed for the whole team.
- Team activity: each member's claims, closes, median time to claim, reviews, a daily activity chart and their status.
- Needs attention: quiet staff, tickets nobody has claimed, trials ending within 3 days, members at the strike limit and leave requests.
- Leave: pending requests you can approve or deny, and who is on leave now.
A member's status is one of:
| Status | Meaning |
|---|---|
| Active | Has claimed, closed or reviewed something recently |
| Quiet | No activity for longer than your Flag staff quiet after setting |
| Trial | On a trial rank that hasn't ended yet. Moving them to another rank, on the dashboard or in Discord, ends the trial |
| On leave | Has approved leave covering today |
Activity comes from ticket and application records, which are kept for 60 days, so Staff Hub can't look further back than that.
A member's profile
Click a member to open their profile. It shows their numbers next to the team median, a daily activity chart, their most recent claims, closes and decisions, and their trial goals, strikes, notes and leave.
From the profile you can:
- Add a note. Notes are only visible on the dashboard.
- Give a strike. Strikes expire after the number of days you choose in Setup.
- Promote or demote them to the next rank. The bot swaps their rank's roles for the new rank's, and roles both ranks share stay.
- Extend or end a trial.
- Add leave for them, or end their current leave early. Leave added by an admin is approved straight away.
- Remove them from staff, which takes away every staff role. Their history, notes and strikes stay.
You can also do this from Discord. These commands need Manage Server by default; to let other roles use them, set required roles for them under Advanced › Commands on the dashboard. Like editing roles in Discord, you can only promote, demote or remove someone whose highest role is below yours, and only to ranks whose roles are below your highest role. Nobody but the server owner can change their own staff roles. The same rules apply on the dashboard.
| Command | What it does |
|---|---|
/staff promote member:@name | Moves them up one rank. Someone with no rank gets your first rank. |
/staff demote member:@name | Moves them down one rank. |
/staff remove member:@name | Takes away every staff, reviewer and rank role. |
Setup
Staff › Setup has three parts.
Ranks
Ranks are optional. List them lowest to highest and give each one up to 5 roles. Many servers give every rank a shared role, like Staff or The Council, plus the rank's own role, like Helper, Mod or Admin. A member's rank is the highest one whose roles they all have, so holding only the shared role doesn't count as a rank. Remove from staff takes away every rank's roles.
Extra roles to remove lets you pick up to 5 more roles, like a staff chat or ping role, that Remove from staff and /staff remove take away along with every staff, reviewer and rank role. Leave takes them off too, and gives them back when it ends.
Turn on Only show members with a rank to leave out ticket staff and reviewers who don't hold a rank. They're no longer listed as staff, flagged as quiet or included in the weekly report, but their work still shows under Also handled tickets.
A rank with trial days puts members who get its role on a trial for that many days, starting the first time the dashboard sees them with it. You can also give the trial goals: a number of tickets to claim and a median time to claim. Their progress shows on the member's profile.
The bot's highest role must be above all the rank roles, and it needs Manage Roles to promote, demote or remove staff.
Alerts
Pick an alert channel. The bot posts there when:
- A staff member has had no activity for longer than Flag staff quiet after. Each member is reported once per quiet spell, and members on leave are skipped.
- A ticket has been open longer than Alert when a ticket waits without anyone claiming it. The bot mentions the ticket panel's staff roles once.
- Someone asks for leave with
/staff leave.
Set either number to 0 to turn that alert off. Strike limit adds a "Needs attention" item when a member reaches that many active strikes, so you can decide whether to remove them.
Weekly report
Pick a channel, a day and a time (in UTC; the page shows the matching time where you are). Each week the bot posts the team's totals, every active member's claims, closes, reviews and time to claim, and who is quiet or on leave.
Leave from Discord
Staff can ask for time off with:
/staff leave days:7 reason:ExamsLeave starts today and lasts up to 90 days. With Leave needs approval on, the request waits for an admin to approve it on the overview. Otherwise it starts straight away. Each member can have one request waiting at a time, and /staff back withdraws it. While someone is on leave, quiet alerts skip them.
While someone is on leave, the bot takes their staff, reviewer and rank roles off, plus any Extra roles to remove, and gives them any Leave roles you picked in Setup › Strikes & leave (up to 3, such as an On break role). When the leave ends, on its end date, with /staff back or with End now on their profile, the bot gives the staff roles back and takes the leave roles off. Roles above the bot's own role aren't changed, so keep the bot's role above your staff roles.
Back early? Run:
/staff backTheir leave ends today and stays on their profile, and the alert channel is told they're back. A request still waiting for approval is withdrawn instead. Admins can do the same from the member's profile with End now.