Bond

Discord support server: layout, roles and permissions

A support server needs read-only announcements and answers, open channels for questions, bugs and requests, a community space, and a private area for the team. Build it by hand in Server Settings, or give Bond one message and approve the plan it shows.

A product, an app or a game that answers its users on Discord.

4 categories · 10 channels · 1 role

Channels and roles for a support server.

The channel list as members see it, and who can see and post in each channel.

The channel list

Product Support
INFO
announcements
faq
HELP
get-help
bug-reports
feature-requests
COMMUNITY
general
showcase
Office Hours
STAFF
staff-chat
escalations
Y
youonline

Who sees and posts where

ChannelEveryoneSupport Team
Info
#announcements
#faq
Help
#get-help
#bug-reports
#feature-requests
Community
#general
#showcase
Office Hours · voice
Staff
#staff-chat
#escalations
  • Sees and posts, or joins voice
  • Reads only
  • Hidden

Roles · Support Team

Who this is for.

You run a product, an app, a game or an open-source project, and your users ask for help on Discord. You want questions in one place, bugs in another, and news where nobody can bury it. Your team needs a room users cannot read, for the cases that need a second opinion.

This layout is for public help in open channels. For private one-to-one help, add tickets on top of it once it is built.

The one prompt to give Bond.

An example, not a recording: the plan Bond shows before it builds anything, and what it does once you approve it.

@Bond Set up a support server for my app: an info category with announcements and faq channels only the Support Team can post in, a help category with get-help, bug-reports and feature-requests channels, a community category with general and showcase channels and an Office Hours voice channel, and a private staff area with staff-chat and escalations. Make a Support Team role.

The plan Bond shows first

general
BondAPPexample

Support server layout

plan for @You

4 categories, 10 channels and 1 role. Your current channels stay as they are.

▼ INFO · 🔒 Everyone can read; Support Team can post

announcements Releases and incidents

faq Common answers

▼ HELP · Open to everyone (default)

get-help Ask a question

bug-reports Something is broken

feature-requests Ideas

▼ COMMUNITY · Open to everyone (default)

general Chat

showcase What people built

🔊 Office Hours Live help sessions

▼ STAFF · 🔒 Support Team only

staff-chat Team coordination

escalations Cases that need a second person

Roles · Support Team

Everyone can view #announcements and #faq but cannot send messages; Support Team can send there.

Only Support Team can view Staff and its channels.

Keeps Existing categories, channels and roles stay unchanged.

# grey planned · Expires in 10 minutes

Build itChange somethingCancel

After the plan, Bond asks before each change: 10 times in this example. Always allow on a card stops it asking about that kind of change.

What Bond does

The support server is built and access was checked.

  • Created Info with #announcements and #faq. Everyone can read them, and only Support Team can post.
  • Created Help with #get-help, #bug-reports and #feature-requests, open to everyone.
  • Created Community with #general, #showcase and the Office Hours voice channel, open to everyone.
  • Created Staff with #staff-chat and #escalations, visible only to Support Team.
  • Created the Support Team role. It has no members yet, so give it to your team.

The access check passed: everyone can see Info, Help and Community, and only Support Team can see Staff. Your existing channels were left unchanged.

This is an example, not a recording of a real run. Bond's own code draws the cards. The request, the plan, Bond's steps and its reply are written from how Bond handles a request like this one. The server, channel and member names are made up.

In Discord, without a bot.

  1. Create the Support Team role. Open Server Settings, Roles, Create Role, name it Support Team, and save.
  2. Create the Info category. Right-click the channel list, Create Category, name it Info, and add two text channels, announcements and faq.
  3. Make it read-only. Right-click the category, Edit Category, Permissions. For @everyone, set Send Messages to the red cross. Add the Support Team role and set Send Messages to the green tick.
  4. Create the Help category with three text channels: get-help, bug-reports and feature-requests.
  5. Create the Community category with two text channels, general and showcase, and one voice channel, Office Hours.
  6. Create the Staff category with Private Category switched on, pick the Support Team role, and add two text channels, staff-chat and escalations.
  7. Give the Support Team role to your team. Right-click a member, Roles, and tick it.

Channels created inside a category take the category's permissions, so each rule is set once on the category.

What to watch for.

  • Everything in Help is public. A user who needs to share an order number or an email address needs a private ticket, not #get-help.
  • The Support Team role is empty after the build. Give it to your team, or nobody but admins can post in #announcements.
  • The server owner and anyone with Administrator can read the Staff category.
  • Open channels get noisy as the server grows. Slowmode on #get-help, or one thread per question, keeps answers attached to their questions.
  • Bond does not read ordinary messages, so it does not answer questions in #get-help on its own. It acts when someone mentions it.
  • Building this uses tokens from your weekly allowance. A free account gets 600K tokens a week.

After the build.

Questions people ask.

  • What channels does a Discord support server need?

    Announcements and a FAQ that only your team posts in, a help channel, a bug reports channel, a feature requests channel, a general chat, a showcase channel, a voice channel for live help, and two private staff channels. That is ten channels in four categories.

  • Should support happen in channels or in tickets?

    Use open channels for questions other users can learn from, and tickets for anything private, such as account details or payments. Most support servers run both. This layout is the open half, and the ticket system page covers the private half.

  • How do I keep staff channels hidden from users?

    Put them in a private category. In Discord, create the category with Private Category switched on and pick your team's role. With Bond, name the role the staff area is for. Bond creates the category already hidden, then asks you to confirm before it lets the role in.

  • Can Bond answer support questions for my team?

    No. Bond manages the server: channels, roles, permissions, tickets and automations. It does not read ordinary messages, so it cannot watch a help channel and reply to users.

Ask for it in your own words.

Free to start. Bond never needs Administrator, and it shows you the plan before it builds anything.

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