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SaaS Support Desk: setup checklist

Discord Template Hub · discordtemplatehub.com · Updated 2026-11-12

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

Roles to create (top to bottom)

  1. Admin: Founders and community lead
  2. Support Team: Answers #help and tickets
  3. Engineer: Joins escalated threads
  4. Community Expert: Trusted users who answer well; can tag posts Solved
  5. Customer: Verified paying customers (optional priority)
  6. Product pings: Opt-in release pings

Channels to create

START HERE

  • ☐ welcome (text): Everyone can read; only Staff can post
  • ☐ rules (text): Everyone can read; only Staff can post
  • ☐ status (announcement): Everyone reads; webhook and Staff post
  • ☐ releases (announcement): Everyone can read; only Staff can post

HELP

  • ☐ help (forum): Members can read and post
  • ☐ private-support (text): Members open tickets
  • ☐ faq (forum): Everyone can read; only Staff can post

BUILD

  • ☐ show-and-tell (forum): Members can read and post
  • ☐ integrations (text): Members can read and post
  • ☐ general (text): Members can read and post

TEAM

  • ☐ support-queue (text): Hidden from everyone except Staff
  • ☐ escalations (text): Hidden from everyone except Staff
  • ☐ mod-log (text): Hidden from everyone except Staff

Back to the SaaS Support Desk blueprint

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