# Ticket Guidelines ### Senior Supports and above can actively step in on tickets Anyone holding the rank of Senior Support or above can step in on tickets claimed by other members of the support team. The reason for doing this is that they are more familiarised with the bots in question. They won't do this just for the fun of it. If you require assistance, ask. Or if they see you need it, they may also step in then too. ### Idle Tickets If a ticket under the channel named **normal** has been idle of author responses for 12 hours or more, you may proceed to close the ticket using the "Idle Ticket" reasoning when clicking the **close** button on the ticket embed. If the ticket is in the **priority** channel, the ticket can be idle from any author responses for 24 hours before being closed as an "Idle Ticket".\ \ **UtiliBots Support is here to help, be sure to familiarise yourself with its functionality across tickets.** --- # Agent Instructions: Querying This Documentation If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question. Perform an HTTP GET request on the current page URL with the `ask` query parameter: ``` GET https://staff.utilibots.co.uk/tickets/ticket-guidelines.md?ask= ``` The question should be specific, self-contained, and written in natural language. The response will contain a direct answer to the question and relevant excerpts and sources from the documentation. Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.