One shared queue, claimed thread by thread
Every open thread lands in a single live queue. Staff claim threads one at a time so two people never work the same one - and anyone can hand a thread back if they get stuck.
Forum Support Queue
Live overview of every open thread, grouped by status. Priority threads appear first.
🟣 Unclaimed
Login loop on mobile Can't verify email
🟢 In progress
Billing question - @Mara
🟠 Handed back
Webhook setup - needs a new owner
Updates automatically as the queue changes
/forumnext
Thread claimed
“Login loop on mobile” is now assigned to you. The member can reply again - go help them out.
Use /forum step-away if you need to hand it back
Illustration only - actual interface and behavior may differ
From new thread to resolved, one owner at a time
A simple, predictable loop keeps every thread moving and makes sure nothing is worked twice.
Thread lands in the queue
Every new thread shows up in the live queue panel, grouped by status.
A staff member claims it
One click - or /forum next - assigns the thread to a single owner.
They help in the thread
The owner replies in the open thread until the question is answered.
Hand back or close
Stuck? Step away and it returns to the queue. Done? Mark it solved.
A live queue panel your team works from
The bot keeps one always-up-to-date message in your staff queue panel channel. It groups every open thread into Unclaimed, In progress, and Handed back - with priority threads sorted to the top - so your team always knows what to pick up next.
Forum Support Queue
Live overview of every open thread, grouped by status. Priority threads appear first.
🟣 Unclaimed
Login loop on mobile Can't verify email
🟢 In progress
Billing question - @Mara
🟠 Handed back
Webhook setup - needs a new owner
Updates automatically as the queue changes
/forumnext
Thread claimed
“Login loop on mobile” is now assigned to you. The member can reply again - go help them out.
Use /forum step-away if you need to hand it back
Illustration only - actual interface and behavior may differ
An AI recap the moment you claim
Turn on AI summary on claim and the bot DMs the claiming staff member a short recap of the conversation so far - perfect for long threads, so you walk in already knowing the context.
AI summary - thread you just claimed
The member is stuck in a login loop on iOS after the latest app update. They've already cleared the cache and reinstalled. Likely a stale session token.
Asker
@jordan
Topic
Login / Account
Sent the moment you claimed - catch up instantly
Illustration only - actual interface and behavior may differ
Pick up work however suits you
All three are equivalent - use whatever's handiest in the moment.
Claim a specific thread
Hit the Claim button on any thread in the panel to grab that exact one.
Assign me the next one
Assign me - or /forum next - grabs the next unclaimed thread automatically.
Track My assignments
The My assignments button (or /forum my-assignments) shows what's on your plate.
Hand a thread back, cleanly
Can't finish a thread? Click Step away or run /forum step-away. It's unassigned, returned to the queue under Handed back, and re-locked if you use lock-until-claimed - so the next available teammate can take over without missing a beat.
Returns to the queue
The thread reappears under Handed back, ready for a new owner.
Re-locked automatically
With lock-until-claimed on, it locks again until someone new picks it up.
/forumstep-away
Thread handed back
This thread is back in the queue under “Handed back” and re-locked, so the next available teammate can take over cleanly.
No work is lost - the next person picks up where you left off
Illustration only - actual interface and behavior may differ
Lock until claimed
Enable Lock until claimed on a forum channel and new threads stay locked until a staff member picks them up. The member can still read the welcome and any AI answer - they just can't pile on more messages before someone is assigned. Claiming unlocks it automatically.
Built for real support teams
Claiming keeps a busy public forum organized no matter how many hands are on deck.
Multiple staff, zero collisions
One owner per thread means two people never reply over each other.
Shift handoffs without dropped balls
Step away returns threads cleanly, so the next shift knows what's open.
Calm, focused first contact
Lock-until-claimed keeps new threads tidy until a human is ready.
Frequently Asked Questions
No. Each thread is claimed by a single staff member, so two people never end up answering the same one. Anyone can hand a thread back to the queue if they get stuck, and someone else can then pick it up.
Claim picks up a specific thread you choose in the panel. Assign me (or /forum next) grabs the next unclaimed thread automatically. They're equivalent - use whichever is handier.
The thread is unassigned and returned to the queue under Handed back. If you use lock-until-claimed, it's re-locked, so the next available teammate can take over cleanly.
No, it's optional. When enabled, the bot DMs the claiming staff member a short recap of the conversation so far. It uses your server's AI Coins, the same as other SCNX AI features.
No. Lock-until-claimed temporarily locks a new thread until a human picks it up, then unlocks on claim. Keeping a thread to the asker and staff only is a separate setting that removes other members' replies while the thread stays open.
Explore more of Forum Support
Claiming pairs naturally with the rest of the toolkit.
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