--- title: "Discord support server: layout, roles and permissions" description: "A Discord support server layout with announcements, help, bug reports and a private staff area, who sees and posts where, and the one prompt that builds it." canonical_url: "https://www.bondbot.gg/guides/discord-support-server" last_updated: "2026-10-02" --- # 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: - Info: #announcements, #faq - Help: #get-help, #bug-reports, #feature-requests - Community: #general, #showcase, Office Hours (voice) - Staff: #staff-chat, #escalations Who sees and posts where: | Category | Channel | Everyone | Support Team | | --- | --- | --- | --- | | Info | #announcements | Reads only | Sees and posts | | Info | #faq | Reads only | Sees and posts | | Help | #get-help | Sees and posts | Sees and posts | | Help | #bug-reports | Sees and posts | Sees and posts | | Help | #feature-requests | Sees and posts | Sees and posts | | Community | #general | Sees and posts | Sees and posts | | Community | #showcase | Sees and posts | Sees and posts | | Community | Office Hours (voice) | Sees and joins | Sees and joins | | Staff | #staff-chat | Hidden | Sees and posts | | Staff | #escalations | Hidden | Sees and posts | 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. In #general: > **You:** @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. > **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 > > Buttons: Build it, Change something, Cancel. The example presses Build it. 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: - List channels - List roles - Ask questions - Create category - Bulk create channels - Create role - Set channel permissions - Check channel access > **Bond:** 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 - Add private tickets, a button that opens a thread for the member and your team: [how to make a ticket system in Discord](https://www.bondbot.gg/use-cases/ticket-system). - Slow a busy help channel down: [how to set slowmode](https://www.bondbot.gg/use-cases/slowmode). - Greet new members and point them at #faq: [how to make a welcome message](https://www.bondbot.gg/use-cases/welcome-messages). ## 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. ## Read next - [How to set up a Discord server](https://www.bondbot.gg/use-cases/set-up-a-server): Describe the server you want and Bond builds the categories, channels, roles and permissions to match, in one pass. - [AI Discord server builder that also runs your server](https://www.bondbot.gg/ai-discord-server-builder): Describe your Discord server in one message. Bond shows a plan, builds the channels, roles and permissions you approve, then stays to run it. Free to start. - [Discord gaming community server: layout and roles](https://www.bondbot.gg/guides/discord-gaming-community-server): A group that plays together and wants to grow past a friends server. - [How to make a private channel in Discord](https://www.bondbot.gg/use-cases/private-channels): Create a channel only certain roles can see, without opening the permissions tab and toggling twenty overwrites by hand.