Forum Support
Included in these plans
What is Forum Support?
Forum Support turns a public Discord forum channel into a structured support queue. Instead of DMing the bot (Modmail) or opening a private channel (Ticket System), members simply create a post (thread) in your forum channel - in the open, where everyone can read along and benefit from the answer.
For each new thread the bot creates a ticket, greets the author, can let an AI answer common questions first, and places the thread into a shared staff queue. Your team claims threads, replies in the open, and marks them solved. SLAs auto-close inactive threads, transcripts are saved, and everything feeds into analytics.
Forum Support runs as a fourth system alongside Modmail, the Ticket System and Voice Support - enable any combination of the four.
Forum threads are visible to your whole server. Forum Support is built for public, self-serve support where answers help everyone. For private one-to-one support, use Modmail or the Ticket System instead.
How the member flow works
- A member creates a post in your configured forum channel.
- The bot opens a ticket, posts a pinned welcome message, and (if enabled) lets the AI take a first pass at answering.
- If the AI answers, the member is asked whether that solved their problem. Yes closes the thread; No hands it to your team.
- The thread enters the staff queue. The member can keep replying; the bot tracks who's waiting on whom.
- A staff member claims the thread and helps in the open. When it's resolved, the thread is marked solved, tagged, and closed.
- The member can optionally be asked for feedback and sent a closing DM with a link and transcript.
Threads carrying a configured priority tag jump ahead in the queue.
How the staff flow works
- New threads appear in the staff queue panel (a live embed in a channel of your choice) and can optionally trigger a team notification.
- A staff member claims a thread - from the panel's Claim button, Assign me (claim the next unclaimed thread), or
/forum next. - Claiming unlocks the thread (if it was locked until claimed) and assigns it to that staff member. An optional AI summary of the conversation so far is DMed to them.
- Staff reply in the thread. If they need to step away, Step away /
/forum step-awayreturns the thread to the queue for someone else. - When resolved, staff (or the member, via the Mark as solved button) closes the thread with
/forum closeor the solve button.
Where a thread can be
At any moment, the bot knows whether a thread is waiting on your team or on the member. This is what drives the reminders, the auto-close timer and how threads are sorted in the staff queue:
| Status | What it means |
|---|---|
| New | Just opened - nobody has claimed or answered it yet. |
| Waiting on team | The member is waiting for your team to reply. |
| Waiting on user | Your team replied and is now waiting for the member. |
| Handed back | Someone claimed it, then returned it to the queue for another team member. |
| Closed | Resolved and closed. |
Main components
| Component | Purpose |
|---|---|
| Forum channel(s) | One or more Discord forum channels the bot manages. Each can have its own welcome/close messages, solved tag, locking, topics and overrides. |
| Staff queue panel | A live embed posted in a channel of your choice showing unclaimed, in-progress and handed-back threads, with Claim / Assign me buttons. |
| Topics (tags) | Map forum tags to topics for per-topic welcome messages and priority. See Topics. |
| AI auto-answer | Optional first-response AI that tries to resolve the thread before a human is involved, with "did this help?" deflect buttons. |
| Log channel | Optional channel that receives a close summary plus a transcript file for every closed thread. Can be set globally or per forum channel. |
Key features
- Shared staff queue - claim threads, hand them back, or pull the next one with one click or
/forum next. - AI deflection - let AI answer common questions first and only escalate to staff when needed.
- Tag-based topics - customize per forum tag with per-topic welcome messages and priority.
- Priority queue - bump threads to the front based on the asker's roles, a forum tag, or a priority topic.
- SLA auto-close & reminders - automatically nudge or close inactive threads, optionally only during opening hours.
- Volume-aware ETA - post an adaptive estimated wait time based on recent resolution times.
- Write restriction - optionally keep threads to the original poster and staff only, deleting other members' messages (with an optional explanation DM).
- Closed-hours notice - automatically tell members when they post outside your opening hours.
- Transcripts - save a full transcript of every thread to modmail.net.
- Log channel & close DM - post a close summary + transcript to a staff channel, and DM the member when their thread closes (both customizable, both settable per forum channel).
- Team notifications - ping your staff roles in a channel whenever a new thread opens.
- Feedback - ask members to rate their experience after a thread closes.
- Analytics - thread volume, response and resolution times, AI deflection rate, ratings and per-staff stats, surfaced in analytics and the dashboard.
Getting started
- Open Forum Support in your Support Bot dashboard.
- Create (or pick) a public forum channel in Discord for your support.
- Add it on the Forum Channels page and follow the configuration guide - set a staff queue panel channel and at least one staff member role.
- Flip the Enable Forum Support toggle.
- Use the
/forumcommands and the panel buttons to work the queue.