Discord server template
SaaS Support Desk Discord template
For SaaS, APIs and developer tools that answer support on Discord. Forum-based so answers stay findable from 50 to 50,000 members.
- SaaS support teams of 1 to 10
- Developer tools and APIs
- Open source maintainers
Channels and categories
START HERE
- # welcome text
Where to get help, support hours, links to docs.
Access: Everyone can read; only Staff can post
- # rules text
Rules and what not to post publicly (API keys, invoices, personal data).
Access: Everyone can read; only Staff can post
- 📣 status announcement
Incident updates from your status page via webhook. Members can Follow it into their own servers.
Access: Everyone reads; webhook and Staff post
- 📣 releases announcement
Release notes and changelog.
Access: Everyone can read; only Staff can post
HELP
- 💬 help forum
One post per question. Required tags: product area + Solved. Guidelines ask for version, steps, error text.
Access: Members can read and post
- # private-support text
Ticket panel for billing and account issues.
Access: Members open tickets
- 💬 faq forum
Locked, curated answers copied from solved posts.
Access: Everyone can read; only Staff can post
BUILD
- 💬 show-and-tell forum
What people built with the product.
Access: Members can read and post
- # integrations text
Third-party integrations and SDK chat.
Access: Members can read and post
- # general text
Everything else.
Access: Members can read and post
TEAM
- # support-queue text
Bot posts every new #help post here so nothing gets missed.
Access: Hidden from everyone except Staff
- # escalations text
Bugs confirmed for engineering.
Access: Hidden from everyone except Staff
- # mod-log text
Logs.
Access: Hidden from everyone except Staff
Roles and permissions
| Role (highest first) | Purpose | Key permissions | Assigned by |
|---|---|---|---|
| Admin | Founders and community lead | Manage Server, Manage Roles, Manage Webhooks | Owner |
| Support Team | Answers #help and tickets | Manage Threads, Manage Messages, Timeout Members | Admin |
| Engineer | Joins escalated threads | Manage Threads | Admin |
| Community Expert | Trusted users who answer well; can tag posts Solved | Manage Threads in #help | Support Team |
| Customer | Verified paying customers (optional priority) | Open priority tickets | Manual check or integration |
| Product pings | Opt-in release pings | None | Onboarding |
- #status and #releases: only Admin and the webhook can post. Webhooks are created per channel in Edit Channel > Integrations.
- Give Community Expert Manage Threads on #help only (channel override), not server-wide.
- #help forum: require tags so every post has a product area; turn on the forum guidelines.
- Never ask for API keys or invoices in public channels; move them to a ticket.
Onboarding questions
What do you use? (required, pick any)
- • {Product area 1} → Area role (filters #help tags and pings)
- • {Product area 2} → Area role
- • API / SDK → Default channel: #integrations
Ping me for releases? (optional, pick one)
- • Yes → Product pings role
- • No → Nothing
Onboarding needs Community enabled. Never grant paid, holder or client roles from an onboarding answer: anyone can pick any answer. See Discord's Onboarding help.
AutoMod rules
| Rule | Setting | Response |
|---|---|---|
| Block Mention Spam | On, with a low mention limit per message and raid protection enabled. | Block message + alert #mod-log + timeout member |
| Block Suspected Spam Content | On for all channels. | Block message + alert #mod-log |
| Custom regex rule: leaked secrets | Regex for your API key prefix (for example sk_live_ style patterns you issue). Block and alert, so keys never stay public. | Block message + custom message: 'Looks like a secret key. Rotate it and open a ticket.' |
| Custom keyword rule: scams | Keywords such as *free nitro*, *steam gift*, *dm me for*, *support team dm*, *refund dm*. Exempt Staff. | Block message + alert #mod-log + timeout member |
| Member profile filter | Block impersonation patterns like *admin*, *support*, *moderator*, *official* and your product name in usernames and nicknames. | Block member from interacting until they change their name |
Configure in Server Settings > Safety Setup > AutoMod. See scam and raid protection.
Recommended bots and why
Ticket Tool recommended
Private tickets
A button panel that opens a private channel between one member and staff, with transcripts.
Carl-bot recommended
Role menus, logging, tags
Button and reaction role menus for anything Onboarding doesn't cover, plus detailed mod logs and saved answers (tags).
Discord webhooks (built in) recommended
Status and release posts
Your status page, CI or changelog tool posts to a channel webhook. No bot needed.
Bot features and premium plans change; check each bot's site. Grant only the permissions a bot asks for, never Administrator.
Welcome messages
#welcome
Welcome to the {Product} community.
• Docs: {link}
• Need help? Open a post in #help: version, what you did, what you expected, the exact error.
• Billing or account issue? Use the ticket button in #private-support. Never post API keys or invoices publicly.
• Status updates appear in #status. Follow it to get them in your own server.
Support hours: {hours, timezone}.#help forum guidelines
Title = the problem in one line. Include version, steps to reproduce, expected vs actual, error text. Tag the product area. When solved, tag Solved.
Setup checklist
Structure
- ☐ Create roles
- ☐ Create #help forum with required tags
- ☐ Set #status and #releases as announcement channels
Wiring
- ☐ Create webhooks for status and releases
- ☐ Set up the ticket panel
- ☐ Route new #help posts to #support-queue
Launch
- ☐ Seed #faq with 10 real answers
- ☐ Link the server from your docs and app help menu
- ☐ Test a full ticket with an alt account
Guides for this setup
Get the SaaS Support Desk template
Import it in one click for $49, one-time. Includes the template link, JSON, checklist, welcome copy, AutoMod lists and bot notes.