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feat: added Forum Support docs and updated feature comparisons - #148
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Pull request overview
This PR expands the SCNX Support Bot documentation to cover the new Forum Support system, and updates existing docs/navigation so Forum Support appears alongside Modmail, Ticket System, and Voice Support.
Changes:
- Add a full Forum Support doc section (intro, configuration, claiming/queue, commands, topics, AI auto-answer, feedback).
- Update Support Bot overview + feature comparison tables (EN + DE) and troubleshooting to include Forum Support.
- Update homepage product links/translation keys and sidebar navigation to surface Forum Support.
Reviewed changes
Copilot reviewed 23 out of 23 changed files in this pull request and generated 9 comments.
Show a summary per file
| File | Description |
|---|---|
| src/pages/index.module.css | Allow product sub-links to wrap on smaller screens. |
| src/pages/index.js | Add “Forum Support” sub-link and update Support Bot product blurb. |
| sidebars.js | Add “Forum Support” category with generated index + autogenerated items. |
| i18n/de/docusaurus-plugin-content-docs/current/support-bot/troubleshooting.md | Add German troubleshooting section for Forum Support issues. |
| i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md | Update German Support Bot intro to reflect four systems + add links. |
| i18n/de/docusaurus-plugin-content-docs/current/support-bot/feature-comparison.md | Expand German feature comparison to include Forum Support + at-a-glance section. |
| i18n/de/code.json | Update German homepage strings and add Forum Support nav label. |
| docs/support-bot/troubleshooting.md | Add English troubleshooting section for Forum Support issues. |
| docs/support-bot/ticket-system/configuration.md | Document %ticketID% placeholder + pinning behavior + more notification placeholders. |
| docs/support-bot/modmail/configuration.md | Document new pinning + reply-prefix mode + more notification placeholders. |
| docs/support-bot/modmail/basics.md | Add reply-prefix mode note; expand snippet command docs; add snippet variables reference. |
| docs/support-bot/intro.md | Update English Support Bot intro to reflect four systems + add links. |
| docs/support-bot/forum-support/intro.md | New Forum Support overview and getting-started page (early access). |
| docs/support-bot/forum-support/configuration.md | New end-to-end configuration guide for Forum Support. |
| docs/support-bot/forum-support/basics.md | New Forum Support starter guide. |
| docs/support-bot/forum-support/topics.md | New docs for tag→topic mapping and priority behavior. |
| docs/support-bot/forum-support/claiming.md | New docs for staff queue panel + claiming/step-away flow. |
| docs/support-bot/forum-support/ai-deflection.md | New docs for Forum Support AI auto-answer behavior. |
| docs/support-bot/forum-support/support-feedback.md | New docs for Forum Support feedback collection and reviews. |
| docs/support-bot/forum-support/commands.md | New reference for /forum commands and UI buttons. |
| docs/support-bot/feature-comparison.md | Expand English feature comparison to include Forum Support + at-a-glance section. |
| docs/support-bot/ai-faq/pre-ticket-gatekeeper.md | Update AI FAQ gatekeeper docs with new screening configuration explanation. |
| docs/support-bot/ai-faq/channel-mode.md | Document “Always show the open-ticket button” behavior. |
💡 Add Copilot custom instructions for smarter, more guided reviews. Learn how to get started.
| Which topics the gatekeeper screens is controlled in two layers: a **global default** and a **per-topic override**. | ||
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| Good candidates for skipping: | ||
| **Global default** — on the AI FAQ settings page, under **Default for topics**: |
| - **Screen all topics by default** _(default)_ - the gatekeeper runs on every topic unless a topic opts out. | ||
| - **Don't screen topics by default** - the gatekeeper runs on no topic unless a topic opts in. Handy when you only want the AI on a few high-volume topics (like a general "Question" topic) and want everything else to behave normally. | ||
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| **Per-topic override** — on each topic's settings page (Ticket Topics for [Modmail](https://scnx.app/glink?page=support-system/modmail/ticket-topics) or the [Ticket System](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics)), the **AI gatekeeper for this topic** option lets you override the default for that one topic: |
| | Nachrichten werden per DM weitergeleitet | ✅ | ❌ | ➖ | | ||
| | Anonyme Team-Nachrichten | ✅ | ❌ | ❌ | | ||
| | Snippets (wiederverwendbare Schnellantworten) | ✅ | ❌ | ❌ | | ||
| | Anpassbare Bot-Nachrichten (Willkommen, Schließen …) | ✅ | ✅ | ✅ | |
| | Snippets (wiederverwendbare Schnellantworten) | ✅ | ❌ | ❌ | | ||
| | Anpassbare Bot-Nachrichten (Willkommen, Schließen …) | ✅ | ✅ | ✅ | | ||
| | Thread nur für Ersteller & Team | ❌ | ➖ | ✅ | | ||
| | Knopf „Frühere Tickets ansehen“ | ✅ | ❌ | ❌ | |
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| | Knopf „Schließen“ / „Als gelöst markieren“ | ✅ | ✅ | ✅ | | ||
| | „Gelöst“-Tag beim Schließen anwenden | ➖ | ➖ | ✅ | |
| ✅ unterstützt · ❌ nicht unterstützt · ➖ für die Funktionsweise dieses Systems nicht relevant | ||
| ::: | ||
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| Die ausführlichen Tabellen unten vergleichen die drei **textbasierten** Systeme im Detail. Der **Sprachsupport** ist ein Live-Sprach-Flow statt eines Text-Ticket-Flows und wird daher in der Übersicht oben sowie in seiner eigenen [Einführung](/docs/support-bot/voice-support/intro) behandelt, nicht Zeile für Zeile hier. |
| Die ausführlichen Tabellen unten vergleichen die drei **textbasierten** Systeme im Detail. Der **Sprachsupport** ist ein Live-Sprach-Flow statt eines Text-Ticket-Flows und wird daher in der Übersicht oben sowie in seiner eigenen [Einführung](/docs/support-bot/voice-support/intro) behandelt, nicht Zeile für Zeile hier. | ||
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| :::info AI FAQ | ||
| [AI FAQ](/docs/support-bot/ai-faq/intro) ist ein Early-Access-Feature, das sich über Modmail und das Ticket-System legt (Forum-Support hat seine eigenen [eingebauten KI-Antworten](/docs/support-bot/forum-support/ai-deflection)). Es nutzt eine vom Team gepflegte Wissensdatenbank, um Fragen zu beantworten und einfache Anfragen abzufangen, bevor ein Ticket geöffnet wird - es ist also kein konkurrierendes System. Siehe die [AI-FAQ-Einführung](/docs/support-bot/ai-faq/intro). |
| @@ -0,0 +1,66 @@ | |||
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| sidebar_position: 2 | |||
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| :::note Reply-prefix mode | ||
| Your server can optionally flip this around: when **reply-prefix mode** is enabled, everything you type stays an internal note **unless** you start it with a configured reply prefix (for example `!r Your reply` or `+Your reply`). Snippets (`!!`) and anonymous replies (`!ar`) are still sent as normal. This is configured by an admin under the modmail settings. | ||
| ::: |
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