diff --git a/docs/support-bot/ai-faq/channel-mode.md b/docs/support-bot/ai-faq/channel-mode.md index 66621bdc..f437d57c 100644 --- a/docs/support-bot/ai-faq/channel-mode.md +++ b/docs/support-bot/ai-faq/channel-mode.md @@ -80,6 +80,8 @@ When the AI can't find a good match in your FAQ, the answer message includes an If you later disable whichever subsystem you picked, the dashboard automatically switches the fallback back to "Don't show an Open Ticket button" so members aren't routed into something that isn't running. +By default the **Open a ticket** button only appears when the AI couldn't answer well. If you'd rather give members a way out on **every** answer, turn on **Always show the open-ticket button** - the button is then shown under every AI reply, not just the "I couldn't find an answer" ones. This still requires an escalation target (modmail or ticket system) to be selected above; with the target set to "Don't show an Open Ticket button", no button is shown. + ## What it costs {#cost} Every channel-mode answer uses some AI credits. The exact amount depends on what the AI actually did (rejected the message, chatted briefly without searching, or ran a full FAQ search) and which AI provider your server is on. The full breakdown is on the [Credits and pricing](/docs/support-bot/ai-faq/credits-and-pricing) page, along with tips on cutting spend. diff --git a/docs/support-bot/ai-faq/pre-ticket-gatekeeper.md b/docs/support-bot/ai-faq/pre-ticket-gatekeeper.md index bc3ee502..d20fe353 100644 --- a/docs/support-bot/ai-faq/pre-ticket-gatekeeper.md +++ b/docs/support-bot/ai-faq/pre-ticket-gatekeeper.md @@ -13,7 +13,7 @@ Members are never blocked from reaching your team - the "I still need help" butt ## Features {#features} - Switch on for [Modmail](/docs/support-bot/modmail/intro), the [Ticket System](/docs/support-bot/ticket-system/intro), or both. -- Skip the AI step on specific topics that always need a human. +- Screen every topic by default, or opt in only specific topics - your choice. - For Modmail, optionally use the member's first DM as the question so they don't see a pop-up at all. - Plays nicely with your existing [forms](/docs/support-bot/general/forms) - show the form after the AI, skip it, or skip the AI on form topics entirely. - "That solved it" / "I still need help" buttons let the member decide what happens next. @@ -26,7 +26,7 @@ Members are never blocked from reaching your team - the "I still need help" butt 3. Pick how the gatekeeper should behave when a topic has a required form - see [Topics with forms](#form-behavior) below. 4. (Modmail only) Decide whether the member's first DM should be used as the question without a pop-up - see [Modmail-specific options](#modmail-options). 5. Optionally customize the [modal labels and messages](#messages). -6. Optionally mark any ticket topic as "skip the AI gate" if it should always go straight to a human - see [Skipping the gate per topic](#per-topic-opt-out). +6. Choose which topics the gatekeeper screens - a global default plus a per-topic override on each topic - see [Choosing which topics to screen](#per-topic-opt-out). 7. Save and reload the bot. ## What members experience {#flow} @@ -74,11 +74,24 @@ If a member picks a topic that has a [form](/docs/support-bot/general/forms) att - **Skip the form entirely** - the ticket opens immediately when the member clicks **I still need help**, no form. Use this when the AI pop-up already captures everything the form would have asked for and you don't want to ask twice. - **Don't gate topics that have a form** - the AI gatekeeper is skipped entirely on topics with required forms. Members go straight to the form and the ticket flow as if the AI gatekeeper didn't exist. Best when your form is already a thorough pre-screen and adding the AI step would feel redundant. -## Skipping the gate per topic {#per-topic-opt-out} +## Choosing which topics to screen {#per-topic-opt-out} -You can mark individual ticket topics as "skip the AI gate" so members on that topic always go straight to a human. This is configured on each topic's settings page, under the topics list 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) (more on writing the topics themselves in the [Modmail](/docs/support-bot/modmail/ticket-topics) and [Ticket System](/docs/support-bot/ticket-system/ticket-topics) docs). +Which topics the gatekeeper screens is controlled in two layers: a **global default** and a **per-topic override**. -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. + +**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: + +- **Follow global default** - uses whichever default you picked above. +- **Always screen with AI** - the gatekeeper always runs on this topic. +- **Never screen (straight to a human)** - the gatekeeper is skipped for this topic; the ticket opens normally. + +So a typical opt-in setup is: set the global default to **Don't screen topics by default**, then set your high-volume topics to **Always screen**. A typical opt-out setup is: leave the default as **Screen all topics by default**, then set a few high-touch topics to **Never screen**. + +Good candidates for **Never screen**: - **High-touch topics** like refund disputes, partnership requests, or moderation appeals - things where you always want a human first. - **Internal-only topics** that shouldn't be in the AI's flow at all. @@ -108,7 +121,7 @@ You run support entirely through Modmail DMs and want the AI to catch the easy q - **Try AI before opening a modmail ticket:** on. - **Try AI before opening a ticket-system ticket:** off (you don't use it). - **Use the user's initial message as the question:** on. Members lead with their question in DMs, so there's no need for a separate pop-up. -- **Per-topic opt-out:** any "report a user" or "appeal" topic, since those always need a human first. +- **Per-topic override:** set any "report a user" or "appeal" topic to **Never screen**, since those always need a human first. ### Ticket System server with structured forms @@ -117,7 +130,7 @@ Your members open tickets via a button, and most topics have a [form](/docs/supp - **Try AI before opening a ticket-system ticket:** on. - **Try AI before opening a modmail ticket:** off (or on if you also use Modmail). - **When a topic has a required form:** **Show the form after the AI answer** - the gatekeeper runs first, then if the member clicks "I still need help" they fill in the form before the ticket opens. -- **Per-topic opt-out:** anything where you don't want the AI involved at all - typically partnership requests, refund disputes, or moderation appeals. +- **Per-topic override:** set anything where you don't want the AI involved at all to **Never screen** - typically partnership requests, refund disputes, or moderation appeals. ### Server where the form already collects everything diff --git a/docs/support-bot/feature-comparison.md b/docs/support-bot/feature-comparison.md index 44964357..3d6a5232 100644 --- a/docs/support-bot/feature-comparison.md +++ b/docs/support-bot/feature-comparison.md @@ -1,114 +1,124 @@ --- sidebar_position: 2 title: Feature Comparison -description: Compare the Modmail and Ticket System features of the SCNX Discord Support Bot to find the best fit for your server. +description: Compare every SCNX Support Bot system - Modmail, Ticket System, Forum Support and Voice Support - side by side to find the best fit for your server. --- # Feature Comparison -Use this comparison to decide which system is right for your server - or use both at the same time. Both systems can be enabled simultaneously and share the same bot, blocklist, forms, opening hours, and analytics. - -:::info Voice Support -A third system, [Voice Support](/docs/support-bot/voice-support/intro), is available as an early-access preview for holders of the [ScootKit Membership](https://membership.scootkit.com) Early Access perk. It's a live-voice queue (users join a voice channel, staff pull them into private support channels one at a time) rather than a text-based ticket flow, so it sits outside this comparison table. See the [Voice Support introduction](/docs/support-bot/voice-support/intro) for details. +The SCNX Support Bot offers four support systems. You can enable any combination of them - they share the same bot, blocklist, opening hours, and analytics. Use the tables below to find the right fit. + +## At a glance {#at-a-glance} + +| | Modmail | Ticket System | Forum Support | Voice Support | +| ------------------------------ | -------------------- | ---------------------- | ---------------------------- | ----------------------- | +| **How members reach you** | DM the bot | Click a button | Post in a public forum | Join a voice channel | +| **Visibility** | Private | Private channel | **Public thread** | Private voice | +| **Conversation style** | Text (relayed) | Text (in a channel) | Text (in the open) | Live voice | +| **Built-in AI first answer** | ➖ (via AI FAQ) | ➖ (via AI FAQ) | ✅ | ❌ | +| **Shared queue & claiming** | ✅ | ✅ | ✅ | ✅ (pull next) | +| **Auto-close & SLA reminders** | ✅ | ✅ | ✅ | ➖ | +| **Feedback & star ratings** | ✅ | ✅ | ✅ | ✅ | +| **Analytics & wait-time** | ✅ | ✅ | ✅ | ✅ | +| **Best for** | Private 1:1 help | Structured private tickets | Public, reusable answers | Real-time voice help | +| **Availability** | All Support Bot plans | All Support Bot plans | Early-access preview | Early-access preview | + +:::info Legend +✅ supported  ·  ❌ not supported  ·  ➖ not applicable to how this system works ::: +The detailed tables below compare the three **text-based** systems in depth. **Voice Support** is a live-voice flow rather than a text-ticket flow, so it's covered in the at-a-glance table above and its own [introduction](/docs/support-bot/voice-support/intro) rather than row-by-row here. + :::info AI FAQ -[AI FAQ](/docs/support-bot/ai-faq/intro) is an early-access feature that layers across both Modmail and the Ticket System. It uses a staff-authored knowledge base to answer member questions in channels and to deflect easy questions before a ticket is opened. Because it cuts across both subsystems rather than competing with them, it isn't part of this comparison table - see the [AI FAQ introduction](/docs/support-bot/ai-faq/intro) for details. +[AI FAQ](/docs/support-bot/ai-faq/intro) is an early-access feature that layers across Modmail and the Ticket System (Forum Support has its own [built-in AI answers](/docs/support-bot/forum-support/ai-deflection)). It uses a staff-authored knowledge base to answer questions and deflect easy ones before a ticket is opened, so it isn't a competing system - see the [AI FAQ introduction](/docs/support-bot/ai-faq/intro). ::: -## Ticket creation +## How members start support -| | Modmail | Ticket System | -| ---------------------------------------------- | :-----: | :-----------: | -| Create tickets via DM | ✅ | ❌ | -| Create tickets in a channel (buttons/dropdown) | ✅ | ✅ | -| Use buttons for ticket creation | ❌ | ✅ | -| Use dropdown menus for ticket creation | ✅ | ✅ | -| Open tickets via slash command | ✅ | ✅ | -| Staff can open tickets on behalf of users | ✅ | ✅ | -| Staff-specific welcome message | ✅ | ❌ | +| | Modmail | Ticket System | Forum Support | +| ---------------------------------------------- | :-----: | :-----------: | :-----------: | +| Post in a public forum channel | ❌ | ❌ | ✅ | +| Create tickets via DM | ✅ | ❌ | ➖ | +| Create tickets in a channel (buttons/dropdown) | ✅ | ✅ | ➖ | +| Open tickets via slash command | ✅ | ✅ | ❌ | +| Staff can open tickets on behalf of users | ✅ | ✅ | ❌ | +| Staff-specific welcome message | ✅ | ❌ | ❌ | ## Messaging & communication -| | Modmail | Ticket System | -| ---------------------------------------------------------- | :-----: | :-----------: | -| Messages relayed via DM | ✅ | ❌ | -| Messages sent directly in channel | ❌ | ✅ | -| Anonymous messages (hide staff identity) | ✅ | ❌ | -| Snippets (reusable quick responses) | ✅ | ❌ | -| Typing relay (show typing indicators) | ✅ | ❌ | -| Message received reaction | ✅ | ❌ | -| Staff can edit/delete each other's messages | ✅ | ❌ | -| Custom message formats (staff-to-user, user-to-team, etc.) | ✅ | ❌ | -| View past tickets button | ✅ | ❌ | +| | Modmail | Ticket System | Forum Support | +| ---------------------------------------------------------- | :-----: | :-----------: | :-----------: | +| Conversation happens directly in a channel/thread | ❌ | ✅ | ✅ | +| Messages relayed via DM | ✅ | ❌ | ➖ | +| Anonymous staff messages | ✅ | ❌ | ❌ | +| Snippets (reusable quick responses) | ✅ | ❌ | ❌ | +| Customizable bot messages (welcome, close, etc.) | ✅ | ✅ | ✅ | +| Keep the thread to the asker & staff only | ❌ | ➖ | ✅ | +| View past tickets button | ✅ | ❌ | ❌ | ## Ticket management -| | Modmail | Ticket System | -| ----------------------------------------- | :---------------: | :-----------: | -| Ticket topics (categories) | ✅ | ✅ | -| Ticket claiming / assignment | ✅ | ✅ | -| Ticket hold (pause) | ✅ | ✅ | -| Ticket rename | ✅ | ✅ | -| Additional ticket members | ✅ | ✅ | -| Scheduled closing | ✅ | ✅ | -| Close requests (user/staff confirmation) | ✅ | ✅ | -| Close reasons (custom & predefined) | ✅ | ❌ | -| Silent close (no notification) | ✅ | ❌ | -| One ticket per user limit (global) | ✅ | ✅ | -| Per-topic ticket limits | ❌ | ✅ | -| Per-topic button color | ❌ | ✅ | -| Per-topic required roles | ✅ | ✅ | -| FAQ topics (info-only, no ticket created) | ✅ | ✅ | -| Close button in ticket message | ✅ | ✅ | -| Transfer button in ticket message | ❌ | ✅ | -| Rename button in ticket message | ✅ | ✅ | -| Add-user button in ticket message | ✅ | ✅ | -| Delete ticket after close | ✅ (configurable) | ✅ (always) | -| Archive closed tickets to category | ✅ | ❌ | -| Reopen closed tickets | ✅ | ❌ | -| DM confirmation on close | ✅ | ✅ | -| Attach transcript to close DM | ✅ | ✅ | +| | Modmail | Ticket System | Forum Support | +| ----------------------------------------- | :---------------: | :-----------: | :-----------: | +| Topics / categories | ✅ | ✅ | ✅ | +| Claiming / assignment | ✅ | ✅ | ✅ | +| Hand a claimed item back to the queue | ➖ | ➖ | ✅ | +| Hold / pause | ✅ | ✅ | ❌ | +| Rename | ✅ | ✅ | ➖ | +| Additional members | ✅ | ✅ | ➖ | +| Scheduled closing | ✅ | ✅ | ❌ | +| Close requests (user/staff confirmation) | ✅ | ✅ | ❌ | +| Close reasons (custom & predefined) | ✅ | ❌ | ❌ | +| One ticket per user limit | ✅ | ✅ | ❌ | +| Per-topic priority | ❌ | ❌ | ✅ | +| Priority by member role | ❌ | ❌ | ✅ | +| Close / "mark solved" button | ✅ | ✅ | ✅ | +| Apply a "solved" tag on close | ➖ | ➖ | ✅ | +| Archive on close | ✅ | ❌ | ✅ | +| Reopen closed items | ✅ | ❌ | ❌ | +| DM confirmation on close | ✅ | ✅ | ✅ | +| Attach transcript to close DM | ✅ | ✅ | ✅ | ## Automation -| | Modmail | Ticket System | -| ---------------------------------------- | :-----: | :-----------: | -| Auto-close on user inactivity | ✅ | ✅ | -| Auto-close when user leaves server | ✅ | ✅ | -| Inactivity warning before auto-close | ✅ | ✅ | -| Team member inactivity reminders | ✅ | ✅ | -| Unassigned ticket reminders | ✅ | ✅ | -| Push reminders inside opening hours | ✅ | ✅ | -| Opening hours | ✅ | ✅ | -| Disable message processing outside hours | ✅ | ❌ | -| Holiday detection (automatic) | ✅ | ✅ | -| Custom holidays | ✅ | ✅ | +| | Modmail | Ticket System | Forum Support | +| ---------------------------------------- | :-----: | :-----------: | :-----------: | +| Auto-close on inactivity | ✅ | ✅ | ✅ | +| Auto-close when user leaves server | ✅ | ✅ | ❌ | +| Inactivity warning before auto-close | ✅ | ✅ | ✅ | +| Team member inactivity reminders | ✅ | ✅ | ✅ | +| Unassigned / unclaimed reminders | ✅ | ✅ | ✅ | +| Only remind inside opening hours | ✅ | ✅ | ✅ | +| Opening hours | ✅ | ✅ | ✅ | +| Closed-hours notice to the member | ✅ | ➖ | ✅ | +| Team notification on new items | ➖ | ✅ | ✅ | +| Built-in AI first answer / deflection | ❌ | ❌ | ✅ | +| Holiday detection & custom holidays | ✅ | ✅ | ✅ | ## Feedback, analytics & monitoring -| | Modmail | Ticket System | -| ---------------------------------------- | :-----: | :-----------: | -| Support feedback / star ratings | ✅ | ✅ | -| Custom feedback questions | ✅ | ✅ | -| Anonymous feedback | ✅ | ✅ | -| Analytics dashboard | ✅ | ✅ | -| Analytics slash command | ✅ | ✅ | -| Statistics channels | ✅ | ✅ | -| Ticket utilization (capacity monitoring) | ✅ | ✅ | -| Estimated wait time | ✅ | ✅ | -| AI ticket summaries | ✅ | ✅ | +| | Modmail | Ticket System | Forum Support | +| ---------------------------------------- | :-----: | :-----------: | :-----------: | +| Support feedback / star ratings | ✅ | ✅ | ✅ | +| Custom feedback questions | ✅ | ✅ | ✅ | +| Anonymous feedback | ✅ | ✅ | ✅ | +| Reviews visible in the dashboard | ✅ | ✅ | ✅ | +| Analytics dashboard | ✅ | ✅ | ✅ | +| Analytics slash command | ✅ | ✅ | ✅ | +| Statistics channels | ✅ | ✅ | ❌ | +| Ticket utilization (capacity monitoring) | ✅ | ✅ | ✅ | +| Estimated wait time | ✅ | ✅ | ✅ | +| AI summaries | ✅ | ✅ | ✅ | ## Other features -| | Modmail | Ticket System | -| ------------------------------------ | :-----: | :-----------: | -| Custom forms / modal dialogs | ✅ | ✅ | -| Force form submission before ticket | ✅ | ✅ | -| Lock channel until form submitted | ❌ | ✅ | -| Blocklist (with duration & reason) | ✅ | ✅ | -| modmail.net transcript integration | ✅ | ✅ | -| Custom bot branding (footer & image) | ✅ | ✅ | -| Maintenance mode | ✅ | ✅ | -| /modmail command prefix | ✅ | ❌ | -| Non-server-member ticket support | ✅ | ❌ | +| | Modmail | Ticket System | Forum Support | +| ------------------------------------ | :-----: | :-----------: | :-----------: | +| Custom forms / modal dialogs | ✅ | ✅ | ❌ | +| Blocklist (with duration & reason) | ✅ | ✅ | ✅ | +| modmail.net transcript integration | ✅ | ✅ | ✅ | +| Per-item log channel | ➖ | ➖ | ✅ | +| Custom bot branding (footer & image) | ✅ | ✅ | ✅ | +| Maintenance mode | ✅ | ✅ | ✅ | +| Multiple channels / surfaces | ➖ | ➖ | ✅ | +| Non-server-member support | ✅ | ❌ | ❌ | diff --git a/docs/support-bot/forum-support/ai-deflection.md b/docs/support-bot/forum-support/ai-deflection.md new file mode 100644 index 00000000..1f7cdea7 --- /dev/null +++ b/docs/support-bot/forum-support/ai-deflection.md @@ -0,0 +1,39 @@ +--- +sidebar_position: 6 +title: AI Auto-Answer +description: Let AI answer common Forum Support questions before a human is involved - with "did this help?" buttons that close solved threads and escalate the rest to your team. +--- + +# AI Auto-Answer + +Forum Support can let AI take a first pass at every new thread, answering common, repeat questions instantly. The member then tells the bot whether it helped - solved threads close themselves, and anything the AI couldn't handle is handed straight to your team. This is one of the biggest time-savers in a public forum, where the same questions come up again and again. + +## Features {#features} + +- An AI **first response** posted automatically on new threads. +- **"Did this help?"** buttons - the member confirms or escalates. +- Optional **AI summary on claim** - a recap DMed to staff when they pick a thread up (see [Claiming](/docs/support-bot/forum-support/claiming#claim)). + +## How it works {#how-it-works} + +1. A member opens a thread. +2. The AI posts an answer, followed by two buttons. +3. The member taps one: + - **Yes, solved** - the thread is marked solved and closed. + - **No, I need a human** - the thread is handed to your [staff queue](/docs/support-bot/forum-support/claiming). +4. Only the person who opened the thread can use these buttons. + +## Turning it on {#setup} + +AI auto-answer lives in the **AI** section of the [Configuration](/docs/support-bot/forum-support/configuration#ai) page. The section only appears when AI is available for your server. + +| Setting | What it does | +| ---------------------- | ------------------------------------------------------------------------------------------------------------------------ | +| **Enable AI answers** | Posts an AI first response on new threads, with the yes/no buttons. | +| **AI summary on claim**| DMs the claiming staff member a short summary of the conversation so far. | + +You can customize the acknowledgement messages for the **Yes** and **No** buttons in the [Messages](/docs/support-bot/forum-support/configuration#messages) section. + +:::info AI usage +AI answers and summaries use your server's AI Coins, the same as other SCNX AI features. +::: diff --git a/docs/support-bot/forum-support/basics.md b/docs/support-bot/forum-support/basics.md new file mode 100644 index 00000000..47365026 --- /dev/null +++ b/docs/support-bot/forum-support/basics.md @@ -0,0 +1,66 @@ +--- +sidebar_position: 2 +title: Starter Guide +description: Set up Forum Support from scratch - create a forum channel, add it to the bot, set your staff queue, and learn how members and staff use it day to day. +--- + +# Starter Guide (Forum Support 101) + +This guide takes you from nothing to a working public support forum in a few minutes. Everything is done with toggles and dropdowns in the dashboard - no code. + + + +## 1. Create your forum channel {#create-channel} + +In Discord, create a **Forum** channel (**Create Channel → Forum**) where members will post their questions. This is a normal public Discord forum - everyone can read the threads, which is exactly the point: answers stay visible and reusable. + +:::tip +Add a few **tags** to your forum channel in Discord (e.g. "Question", "Bug", "Billing"). You can later turn these into [topics](/docs/support-bot/forum-support/topics) for routing and priority. +::: + +## 2. Add the channel to Forum Support {#add-channel} + +Open **Forum Support** in your [Support Bot dashboard](https://scnx.app/glink?page=support-system/manage) and go to the [Forum Channels](https://scnx.app/glink?page=support-system/forum-support/channels) page. Click **Add forum channel** and pick the forum channel you just created. You can add more than one channel and configure each separately. + +## 3. Set up your staff queue {#set-up-queue} + +On the [Configuration](/docs/support-bot/forum-support/configuration) page set: + +- A **staff queue panel channel** - a text channel where your team picks up threads. +- One or more **staff member roles** - who's allowed to claim and answer. + +That's the minimum. Everything else (AI answers, auto-close, wait-time estimates, feedback, log channel, close DM) is optional and covered in the [configuration guide](/docs/support-bot/forum-support/configuration). + +## 4. Turn it on {#enable} + +Flip **Enable Forum Support**. From now on, every new thread in your forum channel becomes a support ticket. + +## 5. What members see {#member-experience} + +When a member posts a thread: + +1. The bot greets them with a pinned welcome message. +2. If you enabled [AI answers](/docs/support-bot/forum-support/ai-deflection), the AI tries to help first - the member can tap **Yes, solved** or **No, I need a human**. +3. Otherwise the thread waits in your [staff queue](/docs/support-bot/forum-support/claiming) for your team. +4. They can keep replying in the thread, and they'll see updates (like an estimated wait time) along the way. + +## 6. How your team works the queue {#staff-workflow} + +Your team picks up and resolves threads from the [staff queue panel](/docs/support-bot/forum-support/claiming) or with the [`/forum` commands](/docs/support-bot/forum-support/commands): + +1. **Claim** a thread (or **Assign me** / `/forum next` to grab the next one). +2. Help the member in the open thread. +3. Need to drop it? **Step away** / `/forum step-away` returns it to the queue. +4. Done? **Mark as solved** or `/forum close`. + +## 7. After a thread closes {#after-close} + +Depending on your settings, the bot can: + +- ask the member for [feedback](/docs/support-bot/forum-support/support-feedback), +- DM the member a [closing message](/docs/support-bot/forum-support/configuration#close-dm) with a link and transcript, and +- post a summary + transcript to your [log channel](/docs/support-bot/forum-support/configuration#log-channel). + +That's it - you're running public support. Next, explore [Topics](/docs/support-bot/forum-support/topics), [Claiming](/docs/support-bot/forum-support/claiming), and the full [Configuration](/docs/support-bot/forum-support/configuration). diff --git a/docs/support-bot/forum-support/claiming.md b/docs/support-bot/forum-support/claiming.md new file mode 100644 index 00000000..f1e361d0 --- /dev/null +++ b/docs/support-bot/forum-support/claiming.md @@ -0,0 +1,53 @@ +--- +sidebar_position: 5 +title: Staff Queue & Claiming +description: How your team picks up Forum Support threads - the live queue panel, claiming, assign-me and step-away, lock-until-claimed, and AI summaries on claim. +--- + +# Staff Queue & Claiming + +Forum Support gives your whole team one shared queue. Threads are claimed by a single staff member so two people never work the same thread, and anyone can hand a thread back if they get stuck. + +## Features {#features} + +- A live **queue panel** showing every open thread, grouped by status. +- One-click **claim** and **assign me** (grab the next thread automatically). +- **Step away** to return a thread to the queue for someone else. +- Optional **lock until claimed** so a thread waits quietly until a human picks it up. +- Optional **AI summary on claim** - the bot DMs the claiming staff member a recap so they catch up instantly. + +## The queue panel {#panel} + +The panel is a live message the bot keeps up to date in your [staff queue panel channel](/docs/support-bot/forum-support/configuration#main). It groups threads into: + +| Group | Meaning | +| --------------- | ----------------------------------------------------------------- | +| **Unclaimed** | Waiting for someone to pick them up. | +| **In progress** | Currently claimed and being worked on. | +| **Handed back** | Were claimed, then returned to the queue and need a new owner. | + +Priority threads (see [Topics](/docs/support-bot/forum-support/topics) and per-channel [Priority](/docs/support-bot/forum-support/configuration#priority)) appear first within each group. + +## Picking up a thread {#claim} + +There are three ways to claim, all equivalent - use whatever's handiest: + +- **Claim** button on a specific thread in the panel. +- **Assign me** button (or [`/forum next`](/docs/support-bot/forum-support/commands)) - grabs the next unclaimed thread automatically. +- Claiming **unlocks** the thread if it was [locked until claimed](#lock-until-claimed), so the member can reply again, and posts a "claimed" message. + +If you turned on **AI summary on claim**, the bot DMs you a short recap of the conversation so far the moment you claim - handy for long threads. + +Use [`/forum my-assignments`](/docs/support-bot/forum-support/commands) (or the **My assignments** button) to see what's currently on your plate. + +## Handing a thread back {#step-away} + +Can't finish a thread? Click **Step away** (or run [`/forum step-away`](/docs/support-bot/forum-support/commands)). The thread is unassigned, returned to the queue under **Handed back**, and re-locked if you use lock-until-claimed - so the next available team member can take over cleanly. + +## Lock until claimed {#lock-until-claimed} + +Enable **Lock until claimed** on a [forum channel](/docs/support-bot/forum-support/configuration#forum-channels) to lock new threads until a staff member picks them up. The member can still read the welcome (and any AI answer), but can't pile on more messages before someone is assigned. Claiming unlocks it automatically. + +## Commands {#commands} + +The buttons above all have slash-command equivalents - see the full [Commands & Buttons](/docs/support-bot/forum-support/commands) reference. diff --git a/docs/support-bot/forum-support/commands.md b/docs/support-bot/forum-support/commands.md new file mode 100644 index 00000000..f3de963b --- /dev/null +++ b/docs/support-bot/forum-support/commands.md @@ -0,0 +1,55 @@ +--- +sidebar_position: 8 +title: Commands & Buttons +description: How your team works the Forum Support queue - the /forum slash commands and the buttons in the queue panel and in each thread. +--- + +# Forum Support Commands & Buttons + +Your team works the queue in two ways: with the **buttons** the bot posts (in the queue panel and in each thread) and with the **`/forum` slash commands**. Everything does the same job - use whichever is handier. + +Commands and staff buttons only work for members with one of your configured [staff member roles](/docs/support-bot/forum-support/configuration#main). The `/forum` commands are only visible while Forum Support is [enabled](/docs/support-bot/forum-support/configuration#main). + + + +## Slash commands {#commands} + +| Command | What it does | +| ----------------------- | ---------------------------------------------------------------------------------------------------------------------------- | +| `/forum next` | Claims the next available thread in the queue and assigns it to you - the quickest way to pick up work. | +| `/forum step-away` | Hands the thread you're currently in back to the queue so another team member can take over. Use it when you can't continue. | +| `/forum my-assignments` | Lists the threads currently assigned to you, so you can keep track of what's on your plate. | +| `/forum close` | Closes the current thread (marks it solved, applies the solved tag if configured, and runs the close steps). | + +## Buttons {#buttons} + +### In the staff queue panel {#panel-buttons} + +The queue panel lives in your [staff queue panel channel](/docs/support-bot/forum-support/configuration#main) and updates itself as the queue changes. It groups threads into **Unclaimed**, **In progress**, and **Handed back**. + +| Button | What it does | +| ------------------ | -------------------------------------------------------------------- | +| **Assign me** | Claims the next unclaimed thread and assigns it to you. | +| **Claim** | Claims a specific thread. | +| **My assignments** | Shows the threads currently assigned to you. | +| **Step away** | Returns your current thread to the queue. | + +### In a thread {#thread-buttons} + +| Button | Who sees it | What it does | +| ------------------ | ---------------- | ------------------------------------------------------------------------------------------------- | +| **Mark as solved** | Asker & staff | Closes the thread as solved. The person who opened the thread can resolve it themselves once they're happy, and staff can close it any time. | +| **Yes, solved** | Asker (AI flow) | Shown after an AI answer - confirms it helped and closes the thread. Only the person who opened the thread can use it. | +| **No, I need a human** | Asker (AI flow) | Shown after an AI answer - hands the thread to your team. Only the person who opened the thread can use it. | + +## A typical workflow {#workflow} + +1. A new thread appears in the **queue panel** (and optionally pings your team). +2. A staff member clicks **Assign me** or runs `/forum next` to pick it up. +3. They help the member in the thread. If something comes up, **Step away** / `/forum step-away` returns it to the queue. +4. When it's resolved, anyone clicks **Mark as solved** or a staff member runs `/forum close`. +5. The thread is tagged solved and closed, the member can be asked for [feedback](/docs/support-bot/forum-support/support-feedback), and a summary + transcript can be posted to your [log channel](/docs/support-bot/forum-support/configuration#log-channel). + +:::tip +Prefer to keep an eye on your own workload? `/forum my-assignments` (or the **My assignments** button) always shows exactly what's assigned to you. +::: diff --git a/docs/support-bot/forum-support/configuration.md b/docs/support-bot/forum-support/configuration.md new file mode 100644 index 00000000..d670b506 --- /dev/null +++ b/docs/support-bot/forum-support/configuration.md @@ -0,0 +1,165 @@ +--- +sidebar_position: 2 +title: Configuration +description: Set up Forum Support step by step - forum channels, the staff queue, AI auto-answers, SLAs and reminders, wait-time estimates, messages, topics, feedback, and the log channel and close DM. +--- + +# Forum Support Configuration + +This page walks through every Forum Support setting in plain language. You'll find them all under **Forum Support** in your [Support Bot dashboard](https://scnx.app/glink?page=support-system/manage). You don't have to set up everything at once - the only things you truly need to get started are a [forum channel](#forum-channels) and at least one [staff member role](#main). + +:::tip No code required +Everything here is configured with toggles and dropdowns in the dashboard. You never edit files or write code. +::: + +## Before you start {#before-you-start} + +You'll need: + +- A **public forum channel** in your Discord server (Discord's "Forum" channel type). This is where members will post. +- A **text channel** for the staff queue panel (where your team claims threads). +- At least one **role** that identifies your support team. + +If you don't have a forum channel yet, create one in Discord first (**Create Channel → Forum**), then come back to the dashboard. + +## Configuration page {#main} + +The main **Configuration** page holds your overall settings. The most important ones: + +| Setting | What it does | +| ----------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------ | +| **Enable Forum Support** | Turns the whole system on or off. While off, the bot ignores your forum channels and the `/forum` commands are hidden. | +| **Maintenance mode** | Temporarily pauses handling of new threads without fully disabling the system. | +| **Staff queue panel channel** | The text channel where the live queue panel is posted. Your team claims and picks up threads from here. | +| **Staff member roles** | Anyone with one of these roles is treated as support staff - they can claim threads, use the buttons, and run the `/forum` commands. | +| **Only send reminders during open hours** | When on, staff/inactivity reminders are only sent during your [opening hours](/docs/support-bot/general/opening-hours), so your team isn't pinged overnight. | +| **Save transcripts** | When on, a full transcript of each closed thread is saved to [modmail.net](/docs/support-bot/general/modmail-net) and can be attached to the log channel and close DM. | + +### AI auto-answers {#ai} + +If AI is available for your server, you can let the bot try to answer a new thread before a human gets involved. The member is then asked whether the answer helped - "yes" closes the thread, "no" hands it to your team. This is a great way to deflect common, repeat questions. + +| Setting | What it does | +| --------------------- | -------------------------------------------------------------------------------------- | +| **Enable AI answers** | Lets the bot post an AI first response on new threads. | +| **AI summary on claim** | When a staff member claims a thread, the bot DMs them a short AI summary of the conversation so far, so they can catch up instantly. | + +:::info AI usage +AI answers and summaries use your server's AI Coins. The AI section only appears when AI is available for your server. +::: + +### Queue & SLA {#queue} + +Keep threads moving and close out the ones that have gone quiet. + +| Setting | What it does | +| -------------------------------- | ------------------------------------------------------------------------------------------------------------------------ | +| **Reminder: unanswered (claimed)** | If a staff member claims a thread but doesn't reply within this time, they get a nudge. Example: `24h`. | +| **Reminder: unclaimed** | If a new thread sits in the queue unclaimed for this long, your team is reminded. Example: `6h`. | +| **Auto-close inactive threads** | When on, threads with no activity are closed automatically. | +| **Auto-close notice timeframe** | How long of silence before the member gets a "this will close soon" warning. Example: `24h`. | +| **Auto-close timeframe** | How long of silence before the thread is actually closed. Example: `48h`. | +| **Team notification** | Optionally ping your staff roles in a channel whenever a new thread opens. See [Team notification](#team-notification). | + +:::tip Time values +Time fields accept friendly values like `30m`, `6h`, or `48h` (minutes, hours, days). +::: + +### Wait time (ETA) {#wait-time} + +Show members an estimated wait time in their thread, so they know what to expect. The estimate adapts automatically based on how quickly your team has been resolving recent threads. Learn more in [Estimated wait time](/docs/support-bot/general/estimated-wait-time). + +| Setting | What it does | +| ------------------------ | ------------------------------------------------------------------------------------- | +| **Enable wait-time message** | Posts an estimated wait time in new threads. | +| **Refresh interval** | How often (in minutes) the wait-time message is updated after it's first posted. | +| **Cushion** | Extra minutes added to the estimate so you under-promise and over-deliver. | +| **Maximum hours** | A cap so the estimate never shows an unhelpfully large number. | + +### Messages {#messages} + +Every message the bot posts is fully customizable with our message editor - text, embeds, colors and [placeholders](/docs/support-bot/general/global-placeholders) like the member's name. The forum messages you can edit include: + +- **Welcome message** - posted and pinned when a thread opens. +- **Claimed message** - posted when a staff member claims the thread. +- **Handed-back message** - posted when a staff member returns a thread to the queue. +- **Wait-time message** - the estimated wait shown to the member. +- **AI "did this help?" replies** - the acknowledgements for the yes/no buttons. +- **Inactivity notice** - the warning sent before an inactive thread auto-closes. +- **Closed-hours notice** - shown when a member posts outside your opening hours (see below). +- **Feedback request** - the message asking the member to rate their experience. + +### Closed-hours notice {#closed-notice} + +Turn on **Send closed notice** to automatically let members know when they post outside your [opening hours](/docs/support-bot/general/opening-hours). The message can include your opening hours so people know when to expect a reply. Your team still sees the thread - this just sets expectations. + +### Blocklist {#blocklist} + +Members on your bot's blocklist can be stopped from using Forum Support. + +| Setting | What it does | +| ----------------------------- | -------------------------------------------------------------------------------------- | +| **Close blocked threads** | When a blocked member opens a thread, automatically close it. | +| **Blocklist notice message** | The message shown to a blocked member before their thread is closed. | + +### Keep threads to the asker & staff only {#thread-writing} + +By default anyone can comment in a public thread. If you'd rather keep each thread focused on the person who opened it, turn on **Only the original poster and staff can write**. Other members' messages are then removed automatically. + +| Setting | What it does | +| ---------------------------------- | -------------------------------------------------------------------------------------------------------------------------- | +| **Only OP and staff can write** | Removes messages from anyone who isn't the original poster or a staff member, keeping the thread clean and on-topic. | +| **Tell the member why** | When on, the bot DMs the member whose message was removed, explaining they should open their own thread for help. | +| **Removed-message notice** | The DM text sent to that member. | + +## Forum Channels page {#forum-channels} + +The [Forum Channels](https://scnx.app/glink?page=support-system/forum-support/channels) page is where you add the forum channels the bot should manage. Each forum channel can be customized on its own, so you can run several support forums with different rules. + +For **each** forum channel you can set: + +| Setting | What it does | +| -------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------- | +| **Forum channel** | The Discord forum channel to manage. | +| **Welcome message (override)** | A welcome message just for this channel (otherwise the global one is used). | +| **Closed message (override)** | A message posted in the thread when it's closed. | +| **Log channel (override)** | Send this channel's close summaries to a specific log channel instead of the [default](#log-channel). | +| **Close DM message (override)** | A custom [close DM](#close-dm) message for this channel. | +| **Solved tag** | A forum tag automatically applied to threads when they're marked solved. | +| **Lock until claimed** | Locks a new thread so the member can't add more until a staff member claims it. Claiming unlocks it automatically. | +| **Lock on close** | Locks the thread when it's closed. | +| **Only OP and staff can write** | Same as the global option, but just for this channel. | +| **Staff member roles (override)**| Use different staff roles for this channel. | +| **Priority** ([details](#priority)) | Treat threads as high-priority based on the asker's roles or a chosen forum tag, with an optional priority welcome message. | + +### Default log channel {#log-channel} + +At the top of the Forum Channels page you can pick a **default log channel**. When a thread closes, the bot posts a tidy summary there - who asked, who handled it, how long it took, the close reason, message count, and more - plus the full transcript as a file (when [transcripts](#main) are on). Each forum channel can override this with its own log channel. + +### Priority threads {#priority} + +Give certain threads VIP treatment - priority threads are sorted ahead of everyone else in the staff queue. There are two ways to make a thread priority: + +- **By topic** - mark a [topic](/docs/support-bot/forum-support/topics) as priority, and any thread carrying that topic's forum tag jumps the queue. +- **Per forum channel** - in a forum channel's **Priority** section, treat a thread as priority when the person who opened it has one of your chosen **priority roles**, or when the thread carries a chosen **priority tag**. You can set a dedicated **priority welcome message** for these threads, and the priority tag is applied automatically so they're easy to filter. + +Great for paying customers, partners, or urgent categories. + +## Topics & Feedback {#topics-and-feedback} + +Two areas have their own pages: + +- **[Topics](/docs/support-bot/forum-support/topics)** - map your forum tags to per-tag welcome messages and priority. +- **[Support Feedback](/docs/support-bot/forum-support/support-feedback)** - ask members to rate their experience after a thread closes, and view the reviews in your dashboard. + +## Team notification {#team-notification} + +Want your team pinged the moment a thread opens? Turn on **Team notification** (in [Queue & SLA](#queue)), choose a channel, and the bot will post there - mentioning your staff roles - with a link to the new thread every time one is created. The message is fully customizable. + +## Close DM {#close-dm} + +Turn on **Message the asker when their thread closes** (in [Messages](#messages)) and the bot will DM the member once their thread is resolved, with a link back to the thread and - when [transcripts](#main) are enabled - the conversation log attached. The message is customizable, and each forum channel can use its own version. + +:::caution Close reason in DMs +If your close DM uses the close-reason placeholder, remember the close reason is the internal note your staff entered - only include it if your close reasons are safe for members to read. +::: diff --git a/docs/support-bot/forum-support/intro.md b/docs/support-bot/forum-support/intro.md new file mode 100644 index 00000000..76073703 --- /dev/null +++ b/docs/support-bot/forum-support/intro.md @@ -0,0 +1,92 @@ +--- +sidebar_position: 1 +title: Forum Support +description: Turn a public Discord forum channel into a structured support queue - members open threads, AI can auto-answer, and your team claims and resolves them with SLAs, transcripts and analytics. +--- + +# Forum Support + + + + + +## What is Forum Support? {#what-is-it} + +Forum Support turns a **public Discord forum channel** into a structured support queue. Instead of DMing the bot ([Modmail](/docs/support-bot/modmail/intro)) or opening a private channel ([Ticket System](/docs/support-bot/ticket-system/intro)), 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](/docs/support-bot/general/analytics). + +Forum Support runs as a fourth system alongside [Modmail](/docs/support-bot/modmail/intro), the [Ticket System](/docs/support-bot/ticket-system/intro) and [Voice Support](/docs/support-bot/voice-support/intro) - enable any combination of the four. + +:::info Public by design +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](/docs/support-bot/modmail/intro) or the [Ticket System](/docs/support-bot/ticket-system/intro) instead. +::: + +## How the member flow works {#member-flow} + +1. A member creates a post in your configured **forum channel**. +2. The bot opens a **ticket**, posts a pinned welcome message, and (if enabled) lets the AI take a first pass at answering. +3. If the AI answers, the member is asked whether that solved their problem. **Yes** closes the thread; **No** hands it to your team. +4. The thread enters the **staff queue**. The member can keep replying; the bot tracks who's waiting on whom. +5. A staff member claims the thread and helps in the open. When it's resolved, the thread is marked **solved**, tagged, and closed. +6. The member can optionally be asked for [feedback](/docs/support-bot/forum-support/support-feedback) and sent a [closing DM](/docs/support-bot/forum-support/configuration#close-dm) with a link and transcript. + +Threads carrying a configured [priority](/docs/support-bot/forum-support/configuration#priority) tag jump ahead in the queue. + +## How the staff flow works {#staff-flow} + +1. New threads appear in the **staff queue panel** (a live embed in a channel of your choice) and can optionally trigger a [team notification](/docs/support-bot/forum-support/configuration#team-notification). +2. A staff member claims a thread - from the panel's **Claim** button, **Assign me** (claim the next unclaimed thread), or [`/forum next`](/docs/support-bot/forum-support/commands). +3. 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. +4. Staff reply in the thread. If they need to step away, **Step away** / [`/forum step-away`](/docs/support-bot/forum-support/commands) returns the thread to the queue for someone else. +5. When resolved, staff (or the member, via the **Mark as solved** button) closes the thread with [`/forum close`](/docs/support-bot/forum-support/commands) or the solve button. + +## Where a thread can be {#states} + +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 {#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](/docs/support-bot/forum-support/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 {#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](/docs/support-bot/general/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](/docs/support-bot/general/opening-hours). +- **Transcripts** - save a full transcript of every thread to [modmail.net](https://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](/docs/support-bot/general/analytics) and the dashboard. + +## Getting started {#getting-started} + +1. Open **Forum Support** in your [Support Bot dashboard](https://scnx.app/glink?page=support-system/manage). +2. Create (or pick) a **public forum channel** in Discord for your support. +3. Add it on the [Forum Channels](https://scnx.app/glink?page=support-system/forum-support/channels) page and follow the [configuration guide](/docs/support-bot/forum-support/configuration) - set a staff queue panel channel and at least one staff member role. +4. Flip the **Enable Forum Support** toggle. +5. Use the [`/forum` commands](/docs/support-bot/forum-support/commands) and the panel buttons to work the queue. diff --git a/docs/support-bot/forum-support/support-feedback.md b/docs/support-bot/forum-support/support-feedback.md new file mode 100644 index 00000000..95e4fac8 --- /dev/null +++ b/docs/support-bot/forum-support/support-feedback.md @@ -0,0 +1,40 @@ +--- +sidebar_position: 7 +title: Support Feedback +description: Ask members to rate their Forum Support experience after a thread closes - with custom questions, optional anonymity, and results in your analytics. +--- + +# Support Feedback + +Collect a quick star rating from members after their thread closes, so you can measure how your team is doing. It uses the **same modal + star-rating** system as Modmail and the Ticket System (not reactions), and the results show up right in your dashboard. Ratings also flow into your [analytics](/docs/support-bot/general/analytics), including per-staff averages. + +## Features {#features} + +- A **star-rating** request (a modal with a ⭐ rating menu) sent to the member when their thread closes. +- Optional **custom follow-up questions** asked in the same modal. +- Optional **anonymous** feedback (the member's identity isn't stored). +- Optionally **post results to a channel** for your team to see. +- **Reviews in the dashboard** - browse recent ratings and the average right on this page. +- Only ask after threads that lasted a **minimum amount of time**, so quick or accidental threads don't trigger it. + +## Setup {#setup} + +1. Open the [Support Feedback](https://scnx.app/glink?page=support-system/forum-support/support-feedback) page in your dashboard. +2. Turn feedback on and [configure](#configuration) the options below. + +## Configuration {#configuration} + +| Setting | What it does | +| ----------------------------- | ----------------------------------------------------------------------------------------------------------------- | +| **Enable feedback** | Asks members to rate their experience after a thread closes. | +| **Anonymous feedback** | When on, the member's identity isn't stored with their rating. | +| **Send results to a channel** | Posts submitted feedback to a channel of your choice. | +| **Feedback channel** | The channel that receives the results (when the option above is on). | +| **Minimum thread duration** | Only ask for feedback on threads that were open at least this long, so trivial threads are skipped. | +| **Custom questions** | Add your own follow-up questions to the rating modal (short or paragraph answers, optional/required). | + +The rate-request and post-submission messages are customizable right on this page. + +## Seeing your reviews {#reviews} + +This page also shows your **recent reviews**: the average rating and a list of the latest submissions (with any answers), pulled from the last 30 days - the same review view you get for Modmail and the Ticket System. diff --git a/docs/support-bot/forum-support/topics.md b/docs/support-bot/forum-support/topics.md new file mode 100644 index 00000000..10ecfb7f --- /dev/null +++ b/docs/support-bot/forum-support/topics.md @@ -0,0 +1,35 @@ +--- +sidebar_position: 4 +title: Topics +description: Map your forum's tags to topics in Forum Support - give each tag its own welcome message and mark it as priority so urgent threads jump the queue. +--- + +# Forum Topics + +Topics let you turn your forum channel's **tags** into smart behaviors. A single forum channel can then handle different kinds of requests appropriately - for example a "Billing" tag that gets its own welcome and jumps the queue, while a "General" tag behaves normally. + +## Features {#features} + +- Give each forum tag its own **welcome message**. +- Mark a tag as **priority** so threads with that tag are handled first. +- Run several request types through one forum channel without extra setup. + +## Setup {#setup} + +1. Add the **tags** you want in Discord, on the forum channel itself (**Edit Channel → Tags**). +2. Open the [Topics](https://scnx.app/glink?page=support-system/forum-support/topics) page in your dashboard (you can also reach it from each channel on the [Forum Channels](https://scnx.app/glink?page=support-system/forum-support/channels) page). +3. Map a tag to a topic and [configure](#configuration) it. + +## Configuration {#configuration} + +For each topic you can set: + +| Setting | What it does | +| -------------------- | ---------------------------------------------------------------------------------------------------------------------- | +| **Tag** | The forum tag this topic applies to. Threads opened with this tag use the topic's settings. | +| **Welcome message** | A custom welcome posted (and pinned) when a thread opens with this tag, instead of the channel's default welcome. | +| **Priority** | When on, threads with this tag are sorted ahead of everyone else in the [staff queue](/docs/support-bot/forum-support/claiming). | + +:::tip Two ways to set priority +Marking a topic as priority is the simplest way to prioritize a whole category. If you'd rather prioritize threads by **who** opened them (for example a "Customer" role), use the per-channel [Priority](/docs/support-bot/forum-support/configuration#priority) settings instead - both feed the same queue. +::: diff --git a/docs/support-bot/intro.md b/docs/support-bot/intro.md index 6813b8f7..a2131c59 100644 --- a/docs/support-bot/intro.md +++ b/docs/support-bot/intro.md @@ -6,42 +6,43 @@ description: The most advanced Discord support bot with modmail, ticket system, # The world's most advanced Discord Support Bot -Build a world-class support experience for your Discord community. The SCNX Support Bot combines a powerful **Modmail system**, a flexible **Ticket System**, and a live **Voice Support** queue into one bot - giving you everything you need to manage user requests, collect feedback, and optimize your support workflow. +Build a world-class support experience for your Discord community. The SCNX Support Bot combines a powerful **Modmail system**, a flexible **Ticket System**, public **Forum Support**, and a live **Voice Support** queue into one bot - giving you everything you need to manage user requests, collect feedback, and optimize your support workflow. Whether you're running a small community or a large server with thousands of members, the SCNX Support Bot scales with you. Configure opening hours, set up automated ticket closing, enable AI-powered ticket summaries, and track your team's performance - all from one intuitive dashboard. -## Three systems, one bot {#two-systems} +## Four systems, one bot {#two-systems} -| | [Modmail](/docs/support-bot/modmail/intro) | [Ticket System](/docs/support-bot/ticket-system/intro) | [Voice Support](/docs/support-bot/voice-support/intro) | -| ------------------- | -------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------ | -| **How it works** | Users open tickets by DMing your bot. Messages are relayed between the user's DMs and a private staff channel. | Users open tickets via buttons, dropdown menus, or commands on your server. A private channel is created for each ticket. | Users join a voice channel to queue up. Staff pull them into their own support voice channels one at a time. | -| **Best for** | Servers that want a private, DM-based support experience. Users don't need to interact in a public channel. | Servers that want a channel-based support flow where everything happens directly on the server. | Servers that want to talk to users over voice - onboarding calls, 1:1 coaching, live troubleshooting. | -| **Unique features** | Anonymous messages, snippets (quick replies), typing relay, message editing/deletion | Per-topic ticket limits, per-topic required roles, button colors per topic | Priority queue, waiting music, closed-state music, per-call notes & history, debrief form, call thread under dashboard channel | +| | [Modmail](/docs/support-bot/modmail/intro) | [Ticket System](/docs/support-bot/ticket-system/intro) | [Forum Support](/docs/support-bot/forum-support/intro) | [Voice Support](/docs/support-bot/voice-support/intro) | +| ------------------- | -------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------ | +| **How it works** | Users open tickets by DMing your bot. Messages are relayed between the user's DMs and a private staff channel. | Users open tickets via buttons, dropdown menus, or commands on your server. A private channel is created for each ticket. | Users post a thread in a public forum channel. AI can answer first, then your team claims and resolves it in the open. | Users join a voice channel to queue up. Staff pull them into their own support voice channels one at a time. | +| **Best for** | Servers that want a private, DM-based support experience. Users don't need to interact in a public channel. | Servers that want a channel-based support flow where everything happens directly on the server. | Servers that want public, self-serve support where answers stay visible and reusable for the whole community. | Servers that want to talk to users over voice - onboarding calls, 1:1 coaching, live troubleshooting. | +| **Unique features** | Anonymous messages, snippets (quick replies), typing relay, message editing/deletion | Per-topic ticket limits, per-topic required roles, button colors per topic | Built-in AI deflection, public threads, tag-based topics, priority queue, write restriction, per-channel log channel & close DM | Priority queue, waiting music, closed-state music, per-call notes & history, debrief form, call thread under dashboard channel | -All three systems share [general features](/docs/support-bot/general/bot-configuration) like opening hours, forms, analytics, ticket utilization, estimated wait times, and more. Not sure which is right for you? Check the [Feature Comparison](/docs/support-bot/feature-comparison). +All four systems share [general features](/docs/support-bot/general/bot-configuration) like opening hours, forms, analytics, ticket utilization, estimated wait times, and more. Not sure which is right for you? Check the [Feature Comparison](/docs/support-bot/feature-comparison). -:::info Voice Support is early access -Voice support is an early-access preview unlocked by the [ScootKit Membership](https://membership.scootkit.com) Early Access perk - a separate subscription from your SCNX plan. See the [Voice Support introduction](/docs/support-bot/voice-support/intro) for details. +:::info Forum Support & Voice Support are early access +Forum Support and Voice Support are early-access previews unlocked by the [ScootKit Membership](https://membership.scootkit.com) Early Access perk - a separate subscription from your SCNX plan. See the [Forum Support](/docs/support-bot/forum-support/intro) and [Voice Support](/docs/support-bot/voice-support/intro) introductions for details. ::: ## Key features at a glance {#key-features} -- **Ticket Topics** - Categorize tickets and route them to the right team automatically. Each topic can have its own category, roles, messages, and even required forms. -- **Ticket Claiming** - Assign tickets to specific team members to prevent duplicate work. Auto-assign on first response, lock channels before claiming, and more. -- **Forms** - Collect structured information from users with custom forms and modal dialogs - before or during a ticket. +- **[Ticket Topics](/docs/support-bot/modmail/ticket-topics)** - Categorize tickets and route them to the right team automatically. Each topic can have its own category, roles, messages, and even required forms. +- **[Ticket Claiming](/docs/support-bot/modmail/claiming)** - Assign tickets to specific team members to prevent duplicate work. Auto-assign on first response, lock channels before claiming, and more. +- **[Forms](/docs/support-bot/general/forms)** - Collect structured information from users with custom forms and modal dialogs - before or during a ticket. - **Auto-Close & Reminders** - Automatically close inactive tickets, send inactivity warnings, and remind team members about unanswered tickets. -- **Opening Hours & Holidays** - Set per-day opening hours, automatically detect public holidays, and inform users about longer wait times outside business hours. -- **Support Feedback** - Collect star ratings and custom feedback questions from users after their ticket is closed. -- **Analytics Dashboard** - Track open tickets, average response time, close time, most active team members, most used topics, and more. -- **Estimated Wait Time** - Automatically calculate and display estimated wait times based on historical ticket data. -- **Ticket Utilization** - Monitor ticket capacity with a two-level warning system and inform users when capacity is high. +- **[Opening Hours & Holidays](/docs/support-bot/general/opening-hours)** - Set per-day opening hours, automatically detect public holidays, and inform users about longer wait times outside business hours. +- **[Support Feedback](/docs/support-bot/modmail/support-feedback)** - Collect star ratings and custom feedback questions from users after their ticket is closed. +- **[Analytics Dashboard](/docs/support-bot/general/analytics)** - Track open tickets, average response time, close time, most active team members, most used topics, and more. +- **[Estimated Wait Time](/docs/support-bot/general/estimated-wait-time)** - Automatically calculate and display estimated wait times based on historical ticket data. +- **[Ticket Utilization](/docs/support-bot/general/ticket-utilization)** - Monitor ticket capacity with a two-level warning system and inform users when capacity is high. - **AI Ticket Summaries** - Get an AI-generated summary of every closed ticket, sent directly to your log channel. - **[AI FAQ](/docs/support-bot/ai-faq/intro)** (early access) - Let an AI answer common questions from a staff-authored FAQ, both in channels and before tickets are opened. -- **modmail.net Integration** - View ticket transcripts in a clean web interface instead of plain text files. +- **[modmail.net Integration](/docs/support-bot/general/modmail-net)** - View ticket transcripts in a clean web interface instead of plain text files. - **Blocklist** - Block abusive users from opening tickets, with optional duration and reason. - **Maintenance Mode** - Temporarily disable ticket creation while your team is unavailable. -- **Custom Branding** - Set your own embed footer and image to match your server's identity. -- **Voice Support** (early access) - Offer live voice support. Users queue by joining a voice channel; staff pull them into their own voice channel one at a time, with optional waiting music, per-call notes, call threads, debrief forms, and user feedback. +- **[Custom Branding](/docs/support-bot/general/bot-configuration)** - Set your own embed footer and image to match your server's identity. +- **[Forum Support](/docs/support-bot/forum-support/intro)** (early access) - Turn a public Discord forum channel into a structured support queue. Members post threads, AI can answer first, and your team claims and resolves them in the open, with SLAs, transcripts, feedback, and analytics. +- **[Voice Support](/docs/support-bot/voice-support/intro)** (early access) - Offer live voice support. Users queue by joining a voice channel; staff pull them into their own voice channel one at a time, with optional waiting music, per-call notes, call threads, debrief forms, and user feedback. ## Getting started {#getting-started} diff --git a/docs/support-bot/modmail/basics.md b/docs/support-bot/modmail/basics.md index f79e931f..97028c0e 100644 --- a/docs/support-bot/modmail/basics.md +++ b/docs/support-bot/modmail/basics.md @@ -43,6 +43,10 @@ As soon as you have access to the ticket channel, you can send messages to the u To send internal messages that are **not** relayed to the user, prefix your message with `!` (for example, `!This is an internal note`). +:::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. +::: + ## Anonymous messages {#anonymous-messages} Sometimes, staff members prefer not to share their name with the user. To send an anonymous message (credited to your highest role instead of your name), prefix your message with `!ar ` (for example, `!ar Your request has been processed.`). @@ -106,12 +110,87 @@ To use snippets, staff members can: To manage snippets, the following commands are available to staff members: -- `/modmail snippets create key: [close-buttons:] [form:
]` - Create a new snippet. Enter a new, unused snippet key as the `key` parameter. Optionally enable `close-buttons` to add a close button below the snippet message or set `form` to attach a form. A dialog will appear to enter the snippet content. -- `/modmail snippets edit key: [close-buttons:] [form:]` - Edit an existing snippet. Select an existing snippet key and update its settings or content. +- `/modmail snippets create key: [form:]` - Create a new snippet. Enter a new, unused snippet key as the `key` parameter. A dialog then opens where you enter the content, tick **Attach close buttons** to add a close button below the snippet message, and pick a form to attach from the **Attach a form** dropdown (or *None*). The optional `form` slash parameter is only used as a fallback if you have more than 24 forms (too many to fit the dropdown). +- `/modmail snippets edit key: [form:]` - Edit an existing snippet. Select an existing snippet key; the same dialog opens pre-filled with the current content, close-button setting, and attached form so you can change them. - `/modmail snippets delete key:` - Delete a snippet permanently. This cannot be undone. - `/modmail snippets preview key:` - Preview a snippet's content and details. - `/modmail snippets list [page:]` - List all available snippets with their usage counts. +### Dynamic variables {#snippet-variables} + +Snippet content can include `%variables%` that are automatically replaced with live data when the snippet is sent. +This lets a single snippet greet each user by name, reference the current topic, link the ticket channel, and more. +Variables work in both `!!` and inline `{{}}` snippets. Any variable that has no value (for +example a nickname that is not set) is replaced with an empty string. Text that is not a known variable is left +unchanged. + +#### Ticket author + +| Variable | Description | +|---|---| +| `%userID%` | The ticket author's Discord user ID | +| `%userTag%` | The ticket author's username | +| `%userUsername%` | The ticket author's raw username | +| `%userName%` | The ticket author's display name (nickname if set, otherwise username) | +| `%userMention%` | Mentions the ticket author | +| `%userAvatar%` | URL of the ticket author's avatar | +| `%userNickname%` | The ticket author's server nickname | +| `%userCreatedAt%` | When the author's account was created | +| `%userCreatedAtRelative%` | Account creation, relative (e.g. "2 years ago") | +| `%userJoinedAt%` | When the author joined the server | +| `%userJoinedAtRelative%` | Server join, relative | +| `%userHighestRole%` | Name of the author's highest role | +| `%userHighestRoleID%` | ID of the author's highest role | +| `%userRoleColor%` | Hex color of the author's highest role | +| `%userBoostingSince%` | When the author started boosting the server | +| `%userBoostingSinceRelative%` | Boosting since, relative | + +#### Responding staff member + +| Variable | Description | +|---|---| +| `%staffID%` | The responding staff member's user ID | +| `%staffTag%` | The staff member's username | +| `%staffUsername%` | The staff member's raw username | +| `%staffName%` | The staff member's display name | +| `%staffMention%` | Mentions the staff member | +| `%staffAvatar%` | URL of the staff member's avatar | +| `%staffNickname%` | The staff member's server nickname | +| `%staffCreatedAt%` | When the staff member's account was created | +| `%staffCreatedAtRelative%` | Account creation, relative | +| `%staffJoinedAt%` | When the staff member joined the server | +| `%staffJoinedAtRelative%` | Server join, relative | +| `%staffHighestRole%` | Name of the staff member's highest role | +| `%staffHighestRoleID%` | ID of the staff member's highest role | +| `%staffRoleColor%` | Hex color of the staff member's highest role | + +#### Ticket + +| Variable | Description | +|---|---| +| `%ticketID%` | The ticket's display ID | +| `%ticketTopic%` | The ticket's topic name | +| `%ticketTopicID%` | The ticket's topic ID | +| `%ticketState%` | The ticket's current state | +| `%ticketCreatedAt%` | When the ticket was created | +| `%ticketCreatedAtRelative%` | Ticket creation, relative | +| `%ticketChannel%` | Mentions the ticket channel | +| `%ticketChannelID%` | The ticket channel's ID | +| `%ticketClaimedBy%` | Mentions the staff member the ticket is assigned to | +| `%ticketClaimedByID%` | ID of the assigned staff member | +| `%ticketCustomName%` | The ticket's custom name | + +#### Global + +These general variables are also available in snippets: + +| Variable | Description | +|---|---| +| `%botName%`, `%botID%`, `%botAvatar%`, `%botTag%`, `%botMention%` | Details of the bot | +| `%guildName%`, `%guildID%`, `%guildIcon%` | Details of the server | +| `%timestamp%`, `%shortTime%`, `%longTime%`, `%shortDate%`, `%longDate%`, `%shortDateTime%`, `%longDateTime%`, `%relativeTime%` | The current time in various Discord time formats | +| `%openingHours%` | The rendered opening hours | + ### Send forms {#send-forms} So you don't always have to collect information manually, you can simply have users fill out a configured form, which lets you receive necessary data quickly and securely. diff --git a/docs/support-bot/modmail/configuration.md b/docs/support-bot/modmail/configuration.md index 9f5141cc..f7bb4fa7 100644 --- a/docs/support-bot/modmail/configuration.md +++ b/docs/support-bot/modmail/configuration.md @@ -47,6 +47,8 @@ description: Configure your Discord Modmail system - ticket categories, closing | New thread ping | Choose who gets pinged when a new ticket is created. Options: "None", "@here", "@everyone", or specific roles. | | Roles to ping | These roles are mentioned when a new ticket is created.
Requirement
_Only available if "Specific roles" is selected for "New thread ping"._
 | | Allow staff to edit each other's messages? | If enabled, team members can edit or delete messages sent by other team members in ticket channels. | +| Pin the ticket message? | If enabled (default), the first message in a new ticket channel is pinned. Disable to skip pinning entirely. | +| Only send replies with a prefix (notes by default) | If enabled, messages staff type in a ticket channel stay internal notes and are **not** relayed to the user unless they start with one of the configured reply prefixes (e.g. `!r ` or `+`). Snippets (`!!`) and anonymous replies (`!ar`) are still sent normally.
Note
_Set the accepted reply prefixes in the **Reply prefixes** field shown when this is enabled._
 | | Enable maintenance mode? | If enabled, no ticket actions can be performed (such as creating/editing/closing tickets).
Note
_Messages can still be sent in already opened tickets._
 | | Maintenance mode message | This message is sent when a user tries to open a ticket during maintenance mode.
Requirement
_Only available if "Enable maintenance mode?" is enabled._
 | | Allow non-member messages? | If enabled, users who are not members of your server can still open tickets by messaging the bot. | @@ -195,7 +197,7 @@ description: Configure your Discord Modmail system - ticket categories, closing | -------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Automatically close ticket when a user leaves the server | If enabled, your bot automatically closes the ticket if the user leaves your server. | | Send inactivity notification? | If enabled, your bot sends a warning to the user before automatically closing the ticket, so they have a chance to respond. | -| Notification message | _Only available if "Send inactivity notification?" is enabled._
Customize the warning message your bot sends. | +| Notification message | _Only available if "Send inactivity notification?" is enabled._
Customize the warning message your bot sends. Supports the `%autoCloseRelative%` (e.g. "in 24 hours"), `%autoCloseTimestamp%`, `%autoCloseTime%` and `%autoCloseDate%` variables, which show when the ticket will be automatically closed. | | Notification period | _Only available if "Send inactivity notification?" is enabled._
Set how long the user must be inactive before the warning is sent. Learn the SCNX duration format [here](https://docs.scnx.xyz/docs/custom-bot/additional-features/#durations). | | Automatically close inactive tickets | If enabled, your bot automatically closes the ticket after user inactivity. | | Time window for automatically closing tickets | _Only available if "Automatically close inactive tickets" is enabled._
Set how long the user must be inactive before the ticket is closed automatically. Learn the SCNX duration format [here](https://docs.scnx.xyz/docs/custom-bot/additional-features/#durations). | diff --git a/docs/support-bot/ticket-system/configuration.md b/docs/support-bot/ticket-system/configuration.md index 8298fb26..cc0cd135 100644 --- a/docs/support-bot/ticket-system/configuration.md +++ b/docs/support-bot/ticket-system/configuration.md @@ -45,7 +45,8 @@ description: Configure your Discord ticket system - categories, closing options | Category for new tickets | New tickets are created in this category by default.
Note
_You can configure other categories for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | | Team member roles | These roles get access to tickets by default and are mentioned when a new ticket is created.
Note
_You can configure other roles for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | | Log channel | All support-relevant messages are sent to this channel.
Note
_You can configure other log channels for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | -| Ticket message | This message is sent into the ticket channel when a new ticket is created.
Note
_You can configure other messages for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | +| Ticket message | This message is sent into the ticket channel when a new ticket is created. Supports the `%ticketID%` placeholder (the ticket's display ID).
Note
_You can configure other messages for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | +| Pin the ticket message? | If enabled (default), the first message in a new ticket channel is pinned. Disable to skip pinning entirely. | | Allow only one ticket per user (global) | If enabled, a user can have at most one ticket open at a time.
Note
_You can configure other ticket limits for different ticket topics on the [Ticket topics](https://scnx.app/glink?page=support-system/ticket-system/ticket-topics) page in your dashboard. More info [here](/docs/support-bot/ticket-system/ticket-topics)._
 | | AI summary of ticket transcripts | If enabled, an AI-generated summary of the ticket transcript is generated after a ticket is closed.
Note
_This feature uses your server's [AI credit](https://faq.scnx.app/ki-auf-scnx/) and certain data is shared with "modmail.net" (an SCNX product). You can find our privacy policy [here](https://scootk.it/scnx-privacy)._
 | | Allow team members to rename tickets? | If enabled, team members can rename tickets using the `/ticket rename` command.
Note
_After manually changing the ticket name, it will no longer be changed automatically when transferring the ticket to another topic ([if enabled](/docs/support-bot/ticket-system/ticket-topics))._
 | @@ -171,7 +172,7 @@ description: Configure your Discord ticket system - categories, closing options | -------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | | Automatically close ticket when a user leaves the server | If enabled, the ticket is automatically closed when the user leaves the server. | | Send inactivity notification? | If enabled, an inactivity warning is sent into the ticket channel. | -| Notification message | This message is sent as the inactivity warning into the ticket channel.
Requirement
_Only available if "Send inactivity notification?" is enabled._
 | +| Notification message | This message is sent as the inactivity warning into the ticket channel. Supports the `%autoCloseRelative%` (e.g. "in 24 hours"), `%autoCloseTimestamp%`, `%autoCloseTime%` and `%autoCloseDate%` variables, which show when the ticket will be automatically closed.
Requirement
_Only available if "Send inactivity notification?" is enabled._
 | | Notification period | The user must be inactive for this period to receive the inactivity warning.
Requirement
_Only available if "Send inactivity notification?" is enabled._
Note
_Learn how to set durations in SCNX [here](https://docs.scnx.xyz/docs/custom-bot/additional-features/#durations)._
 | | Automatically close inactive tickets | If enabled, the ticket is automatically closed after inactivity. | | Time window for automatically closing tickets | The user must be inactive for this period to automatically close the ticket.
Requirement
_Only available if "Automatically close inactive tickets" is enabled._
Note
_Learn how to set durations in SCNX [here](https://docs.scnx.xyz/docs/custom-bot/additional-features/#durations)._
 | diff --git a/docs/support-bot/troubleshooting.md b/docs/support-bot/troubleshooting.md index a1ead473..8ebe88bd 100644 --- a/docs/support-bot/troubleshooting.md +++ b/docs/support-bot/troubleshooting.md @@ -108,6 +108,65 @@ description: Solutions for common issues with the SCNX Support Bot. - Discord rate-limits channel renames to 2 per 10 minutes. The bot enforces a 4-minute cooldown on its side; rapid open/close flaps may queue a rename until the cooldown clears. - Confirm the bot has **Manage Channel** permission on the queue channel. +## Forum Support issues {#forum-support} + +### New forum threads aren't being handled {#forum-no-handling} + +- Make sure **Forum Support** is enabled and the forum channel is added on the [Forum Channels](https://scnx.app/glink?page=support-system/forum-support/channels) page. +- The channel must be a Discord **Forum** channel - not a normal text channel. +- Check the bot's permissions in the forum channel: it needs **View Channel**, **Send Messages in Threads**, **Create Public Threads**, **Manage Threads**, and **Manage Messages**. +- Only threads created **after** you enabled Forum Support are picked up automatically. + +### The `/forum` commands don't show up {#forum-commands-missing} + +- The commands only appear when Forum Support is [enabled](/docs/support-bot/forum-support/configuration#main) and the feature is available for your server (early access). +- Discord can take a few minutes to refresh slash commands - try fully restarting your Discord client. + +### The staff queue panel isn't appearing {#forum-no-panel} + +- Set a **staff queue panel channel** in the [configuration](/docs/support-bot/forum-support/configuration#main). +- The bot needs permission to send and edit messages in that channel. + +### Members can't reply in their own thread {#forum-locked} + +- If you turned on **Lock until claimed**, the thread stays locked until a staff member claims it - claiming unlocks it automatically. See [Claiming](/docs/support-bot/forum-support/claiming#lock-until-claimed). + +### Other members' messages keep getting deleted {#forum-deleted} + +- That's the **Only the original poster and staff can write** option. Turn it off in the [configuration](/docs/support-bot/forum-support/configuration#thread-writing) if you want everyone to be able to comment. + +### Priority threads aren't jumping the queue {#forum-priority} + +- Priority comes from a [topic](/docs/support-bot/forum-support/topics) marked as priority, or from a forum channel's [Priority](/docs/support-bot/forum-support/configuration#priority) settings (priority roles or tag). Make sure one of those is configured. + +### Feedback or close DMs aren't being sent {#forum-feedback-dm} + +- The member may have DMs disabled - the bot can't message users who block direct messages. +- For feedback, confirm it's [enabled](/docs/support-bot/forum-support/support-feedback) and that the thread lasted longer than the configured minimum duration. + +## AI FAQ issues {#ai-faq} + +### The AI FAQ section isn't in my dashboard {#ai-faq-missing} + +- AI FAQ is an early-access beta. If you don't see the section, your server isn't in the beta yet - request access via the [contact form](https://scnx.app/user/support/new?topic=cmp0a46s300e9yxcfspiqvgc0). +- Your Support Bot must be running v3 or newer - older builds don't include AI FAQ. + +### The AI isn't answering questions {#ai-not-answering} + +- Turn on the master switch: **Settings → Enable AI FAQ on this server**. +- The master switch alone does nothing - you also have to tell it **where** to answer. Enable [channel auto-answer](/docs/support-bot/ai-faq/channel-mode) and/or the [pre-ticket gatekeeper](/docs/support-bot/ai-faq/pre-ticket-gatekeeper). +- The AI answers from your knowledge base. If you haven't written any [FAQ entries](/docs/support-bot/ai-faq/faq-entries) yet, it has nothing to answer from. +- Make sure you have AI credits left (see below). + +### The AI suddenly stopped answering {#ai-out-of-credits} + +- You've most likely run out of **AI credits**. Each answer costs credits - check **Settings → Status** on the AI FAQ page for your balance. Your monthly grant tops up on the 25th, or you can top up. See [Credits & Pricing](/docs/support-bot/ai-faq/credits-and-pricing). + +### The answers are off-topic or unhelpful {#ai-bad-answers} + +- The AI only answers from your [FAQ entries](/docs/support-bot/ai-faq/faq-entries) - add clearer, more specific entries that cover what your members actually ask. +- Use [Insights](/docs/support-bot/ai-faq/insights) to see what's being asked and where the answers fall short. + ## Still need help? {#still-need-help} If your issue is not listed here, feel free to create a ticket on our [Discord server](https://scootk.it/dc-de) - we're happy to help! diff --git a/i18n/de/code.json b/i18n/de/code.json index 77679880..d6372658 100644 --- a/i18n/de/code.json +++ b/i18n/de/code.json @@ -768,7 +768,7 @@ "home.products.title": { "message": "Nach Produkt durchsuchen" }, "home.product.scnx": { "message": "Serververwaltung, Pläne, Backups, Analytik und Kontoeinstellungen." }, "home.product.cb": { "message": "Erstelle deinen eigenen Discord-Bot mit Moderation, Spaß, Community und Utility-Modulen." }, - "home.product.sb": { "message": "Professionelle Ticketbearbeitung mit Modmail- und Ticketsystem-Funktionen." }, + "home.product.sb": { "message": "Professioneller Support auf Discord - Modmail, kanalbasierte Tickets, öffentlicher Forum-Support und Live-Voice-Support." }, "home.product.lr": { "message": "Zeige die Rollen von Nutzern direkt neben dem Nutzernamen in Discord Chats an." }, "home.p.scnx.plans": { "message": "Pläne" }, "home.p.scnx.security": { "message": "Sicherheit" }, @@ -780,6 +780,8 @@ "home.p.cb.troubleshoot": { "message": "Fehlerbehebung" }, "home.p.sb.modmail": { "message": "Modmail" }, "home.p.sb.tickets": { "message": "Ticketsystem" }, + "home.p.sb.forum": { "message": "Forum-Support" }, + "home.p.sb.voice": { "message": "Voice Support" }, "home.p.sb.setup": { "message": "Einrichtung" }, "home.p.sb.troubleshoot": { "message": "Fehlerbehebung" }, "home.p.lr.setup": { "message": "Einrichtung" }, diff --git a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/feature-comparison.md b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/feature-comparison.md index b13870cc..18ea810d 100644 --- a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/feature-comparison.md +++ b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/feature-comparison.md @@ -1,106 +1,124 @@ --- sidebar_position: 2 title: Feature-Vergleich -description: Vergleiche die Modmail- und Ticket-System-Features des SCNX Discord Support-Bots und finde die beste Lösung für deinen Server. +description: Vergleiche alle Systeme des SCNX Support-Bots - Modmail, Ticket-System, Forum-Support und Sprachsupport - direkt nebeneinander und finde das passende für deinen Server. --- # Feature-Vergleich -Nutze diesen Vergleich, um zu entscheiden, welches System das richtige für deinen Server ist - oder nutze einfach beide gleichzeitig. Beide Systeme können gleichzeitig aktiviert sein und teilen sich denselben Bot, die Blockierungsliste, Formulare, Öffnungszeiten und Statistiken. +Der SCNX Support-Bot bietet vier Support-Systeme. Du kannst beliebige Kombinationen davon aktivieren - sie teilen sich denselben Bot, die Blockierungsliste, die Öffnungszeiten und die Statistiken. Nutze die Tabellen unten, um das richtige System zu finden. -## Ticket-Erstellung +## Auf einen Blick {#at-a-glance} -| | Modmail | Ticket-System | -| --------------------------------------------------------- | :-----: | :-----------: | -| Tickets per DM erstellen | ✅ | ❌ | -| Tickets in einem Kanal erstellen (Knöpfe/Dropdown) | ✅ | ✅ | -| Knöpfe zur Ticket-Erstellung verwenden | ❌ | ✅ | -| Dropdown-Menüs zur Ticket-Erstellung verwenden | ✅ | ✅ | -| Tickets per Slash-Befehl öffnen | ✅ | ✅ | -| Teammitglieder können Tickets im Namen von Nutzern öffnen | ✅ | ✅ | -| Eigene Willkommensnachricht bei Team-eröffnetem Ticket | ✅ | ❌ | +| | Modmail | Ticket-System | Forum-Support | Sprachsupport | +| -------------------------------- | --------------------- | -------------------------- | -------------------------------- | ------------------------- | +| **Wie Mitglieder dich erreichen** | DM an den Bot | Knopf anklicken | Beitrag in einem öffentlichen Forum | Einem Sprachkanal beitreten | +| **Sichtbarkeit** | Privat | Privater Kanal | **Öffentlicher Thread** | Privater Sprachkanal | +| **Art der Konversation** | Text (weitergeleitet) | Text (im Kanal) | Text (öffentlich) | Live-Sprache | +| **Eingebaute KI-Erstantwort** | ➖ (über AI FAQ) | ➖ (über AI FAQ) | ✅ | ❌ | +| **Gemeinsame Warteschlange & Claiming** | ✅ | ✅ | ✅ | ✅ (Nächsten holen) | +| **Auto-Schließen & SLA-Erinnerungen** | ✅ | ✅ | ✅ | ➖ | +| **Feedback & Sternebewertungen** | ✅ | ✅ | ✅ | ✅ | +| **Statistiken & Wartezeit** | ✅ | ✅ | ✅ | ✅ | +| **Am besten für** | Privater 1:1-Support | Strukturierte private Tickets | Öffentliche, wiederverwendbare Antworten | Echtzeit-Sprachsupport | +| **Verfügbarkeit** | Alle Support-Bot-Pläne | Alle Support-Bot-Pläne | Early-Access-Vorschau | Early-Access-Vorschau | + +:::info Legende +✅ unterstützt  ·  ❌ nicht unterstützt  ·  ➖ für die Funktionsweise dieses Systems nicht relevant +::: + +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. + +:::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). +::: + +## Wie Mitglieder Support starten + +| | Modmail | Ticket-System | Forum-Support | +| --------------------------------------------------------- | :-----: | :-----------: | :-----------: | +| In einem öffentlichen Forum-Kanal posten | ❌ | ❌ | ✅ | +| Tickets per DM erstellen | ✅ | ❌ | ➖ | +| Tickets in einem Kanal erstellen (Knöpfe/Dropdown) | ✅ | ✅ | ➖ | +| Tickets per Slash-Befehl öffnen | ✅ | ✅ | ❌ | +| Teammitglieder können Tickets im Namen von Nutzern öffnen | ✅ | ✅ | ❌ | +| Eigene Willkommensnachricht bei Team-eröffnetem Ticket | ✅ | ❌ | ❌ | ## Nachrichten & Kommunikation -| | Modmail | Ticket-System | -| ---------------------------------------------------------------- | :-----: | :-----------: | -| Nachrichten per DM weiterleiten | ✅ | ❌ | -| Nachrichten direkt im Kanal senden | ❌ | ✅ | -| Anonyme Nachrichten (Identität verbergen) | ✅ | ❌ | -| Snippets (wiederverwendbare Schnellantworten) | ✅ | ❌ | -| Tipp-Weiterleitung (Tipp-Indikator anzeigen) | ✅ | ❌ | -| Nachricht-erhalten-Reaktion | ✅ | ❌ | -| Teammitglieder können Nachrichten anderer bearbeiten/löschen | ✅ | ❌ | -| Eigene Nachrichtenformate (Team-an-Nutzer, Nutzer-an-Team, etc.) | ✅ | ❌ | -| Vergangene-Tickets-Knopf | ✅ | ❌ | +| | Modmail | Ticket-System | Forum-Support | +| ----------------------------------------------------- | :-----: | :-----------: | :-----------: | +| Konversation findet direkt im Kanal/Thread statt | ❌ | ✅ | ✅ | +| Nachrichten werden per DM weitergeleitet | ✅ | ❌ | ➖ | +| Anonyme Team-Nachrichten | ✅ | ❌ | ❌ | +| Snippets (wiederverwendbare Schnellantworten) | ✅ | ❌ | ❌ | +| Anpassbare Bot-Nachrichten (Willkommen, Schließen …) | ✅ | ✅ | ✅ | +| Thread nur für Ersteller & Team | ❌ | ➖ | ✅ | +| Knopf „Frühere Tickets ansehen“ | ✅ | ❌ | ❌ | ## Ticket-Verwaltung -| | Modmail | Ticket-System | -| ----------------------------------------------- | :-----------------: | :-----------: | -| Ticket-Themen (Kategorien) | ✅ | ✅ | -| Ticket-Claiming / Zuweisung | ✅ | ✅ | -| Ticket-Pausierung (Hold) | ✅ | ✅ | -| Ticket umbenennen | ✅ | ✅ | -| Zusätzliche Ticket-Mitglieder | ✅ | ✅ | -| Geplantes Schließen | ✅ | ✅ | -| Schließanfragen (Nutzer-/Team-Bestätigung) | ✅ | ✅ | -| Schließgründe (eigene & vordefinierte) | ✅ | ❌ | -| Leises Schließen (keine Benachrichtigung) | ✅ | ❌ | -| Ein Ticket pro Nutzer Limit (global) | ✅ | ✅ | -| Ticket-Limits pro Thema | ❌ | ✅ | -| Knopffarbe pro Thema | ❌ | ✅ | -| Benötigte Rollen pro Thema | ✅ | ✅ | -| FAQ-Themen (nur Info, kein Ticket) | ✅ | ✅ | -| Schließen-Knopf in der Ticket-Nachricht | ✅ | ✅ | -| Verschieben-Knopf in der Ticket-Nachricht | ❌ | ✅ | -| Umbenennen-Knopf in der Ticket-Nachricht | ✅ | ✅ | -| Nutzer-hinzufügen-Knopf in der Ticket-Nachricht | ✅ | ✅ | -| Ticket nach Schließen löschen | ✅ (konfigurierbar) | ✅ (immer) | -| Geschlossene Tickets archivieren | ✅ | ❌ | -| Geschlossene Tickets erneut öffnen | ✅ | ❌ | -| DM-Bestätigung beim Schließen | ✅ | ✅ | -| Transkript an Schließen-DM anhängen | ✅ | ✅ | +| | Modmail | Ticket-System | Forum-Support | +| ------------------------------------------ | :---------------: | :-----------: | :-----------: | +| Themen / Kategorien | ✅ | ✅ | ✅ | +| Claiming / Zuweisung | ✅ | ✅ | ✅ | +| Beanspruchtes zurück in die Warteschlange | ➖ | ➖ | ✅ | +| Halten / pausieren | ✅ | ✅ | ❌ | +| Umbenennen | ✅ | ✅ | ➖ | +| Zusätzliche Mitglieder | ✅ | ✅ | ➖ | +| Geplantes Schließen | ✅ | ✅ | ❌ | +| Schließanfragen (Bestätigung Nutzer/Team) | ✅ | ✅ | ❌ | +| Schließgründe (eigene & vordefinierte) | ✅ | ❌ | ❌ | +| Limit: ein Ticket pro Nutzer | ✅ | ✅ | ❌ | +| Priorität pro Thema | ❌ | ❌ | ✅ | +| Priorität nach Mitglieder-Rolle | ❌ | ❌ | ✅ | +| Knopf „Schließen“ / „Als gelöst markieren“ | ✅ | ✅ | ✅ | +| „Gelöst“-Tag beim Schließen anwenden | ➖ | ➖ | ✅ | +| Beim Schließen archivieren | ✅ | ❌ | ✅ | +| Geschlossene wieder öffnen | ✅ | ❌ | ❌ | +| DM-Bestätigung beim Schließen | ✅ | ✅ | ✅ | +| Transkript an Schließ-DM anhängen | ✅ | ✅ | ✅ | ## Automatisierung -| | Modmail | Ticket-System | -| -------------------------------------------------------------- | :-----: | :-----------: | -| Automatisches Schließen bei Nutzer-Inaktivität | ✅ | ✅ | -| Automatisches Schließen wenn Nutzer Server verlässt | ✅ | ✅ | -| Inaktivitäts-Warnung vor automatischem Schließen | ✅ | ✅ | -| Erinnerungen für inaktive Teammitglieder | ✅ | ✅ | -| Erinnerungen für nicht zugewiesene Tickets | ✅ | ✅ | -| Erinnerungen innerhalb Öffnungszeiten senden | ✅ | ✅ | -| Öffnungszeiten | ✅ | ✅ | -| Nachrichten-Verarbeitung außerhalb Öffnungszeiten deaktivieren | ✅ | ❌ | -| Feiertagserkennung (automatisch) | ✅ | ✅ | -| Eigene Feiertage | ✅ | ✅ | +| | Modmail | Ticket-System | Forum-Support | +| ---------------------------------------------------- | :-----: | :-----------: | :-----------: | +| Auto-Schließen bei Inaktivität | ✅ | ✅ | ✅ | +| Auto-Schließen, wenn der Nutzer den Server verlässt | ✅ | ✅ | ❌ | +| Inaktivitäts-Warnung vor dem Auto-Schließen | ✅ | ✅ | ✅ | +| Inaktivitäts-Erinnerungen an Teammitglieder | ✅ | ✅ | ✅ | +| Erinnerungen an nicht zugewiesene/beanspruchte | ✅ | ✅ | ✅ | +| Nur innerhalb der Öffnungszeiten erinnern | ✅ | ✅ | ✅ | +| Öffnungszeiten | ✅ | ✅ | ✅ | +| Hinweis außerhalb der Öffnungszeiten an das Mitglied | ✅ | ➖ | ✅ | +| Team-Benachrichtigung bei neuen Vorgängen | ➖ | ✅ | ✅ | +| Eingebaute KI-Erstantwort / -Deflection | ❌ | ❌ | ✅ | +| Feiertagserkennung & eigene Feiertage | ✅ | ✅ | ✅ | ## Feedback, Statistiken & Überwachung -| | Modmail | Ticket-System | -| ---------------------------------------- | :-----: | :-----------: | -| Support-Feedback / Sternebewertungen | ✅ | ✅ | -| Eigene Feedback-Fragen | ✅ | ✅ | -| Anonymes Feedback | ✅ | ✅ | -| Statistik-Dashboard | ✅ | ✅ | -| Statistik-Slash-Befehl | ✅ | ✅ | -| Statistik-Kanäle | ✅ | ✅ | -| Ticketauslastung (Kapazitätsüberwachung) | ✅ | ✅ | -| Geschätzte Wartezeit | ✅ | ✅ | -| KI-Ticket-Zusammenfassungen | ✅ | ✅ | +| | Modmail | Ticket-System | Forum-Support | +| ---------------------------------------- | :-----: | :-----------: | :-----------: | +| Support-Feedback / Sternebewertungen | ✅ | ✅ | ✅ | +| Eigene Feedback-Fragen | ✅ | ✅ | ✅ | +| Anonymes Feedback | ✅ | ✅ | ✅ | +| Bewertungen im Dashboard sichtbar | ✅ | ✅ | ✅ | +| Statistik-Dashboard | ✅ | ✅ | ✅ | +| Statistik-Slash-Befehl | ✅ | ✅ | ✅ | +| Statistik-Kanäle | ✅ | ✅ | ❌ | +| Ticket-Auslastung (Kapazitätsüberwachung) | ✅ | ✅ | ✅ | +| Geschätzte Wartezeit | ✅ | ✅ | ✅ | +| KI-Zusammenfassungen | ✅ | ✅ | ✅ | ## Weitere Funktionen -| | Modmail | Ticket-System | -| ----------------------------------------------- | :-----: | :-----------: | -| Eigene Formulare / Modal-Dialoge | ✅ | ✅ | -| Formular-Pflicht vor Ticket-Erstellung | ✅ | ✅ | -| Kanal sperren bis Formular ausgefüllt | ❌ | ✅ | -| Blockierungsliste (mit Dauer & Grund) | ✅ | ✅ | -| modmail.net Transkript-Integration | ✅ | ✅ | -| Eigenes Bot-Branding (Fußzeile & Bild) | ✅ | ✅ | -| Wartungsmodus | ✅ | ✅ | -| /modmail Befehlspräfix | ✅ | ❌ | -| Nicht-Servermitglieder können Tickets erstellen | ✅ | ❌ | +| | Modmail | Ticket-System | Forum-Support | +| ------------------------------------ | :-----: | :-----------: | :-----------: | +| Eigene Formulare / Modal-Dialoge | ✅ | ✅ | ❌ | +| Blockierungsliste (mit Dauer & Grund) | ✅ | ✅ | ✅ | +| modmail.net-Transkript-Integration | ✅ | ✅ | ✅ | +| Log-Kanal pro Vorgang | ➖ | ➖ | ✅ | +| Eigenes Bot-Branding (Footer & Bild) | ✅ | ✅ | ✅ | +| Wartungsmodus | ✅ | ✅ | ✅ | +| Mehrere Kanäle / Oberflächen | ➖ | ➖ | ✅ | +| Support für Nicht-Server-Mitglieder | ✅ | ❌ | ❌ | diff --git a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md index e712be3f..4f312897 100644 --- a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md +++ b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/intro.md @@ -6,41 +6,43 @@ description: Der fortschrittlichste Discord-Support-Bot mit Modmail, Ticket-Syst # Der fortschrittlichste Discord-Support-Bot der Welt -Baue eine erstklassige Support-Erfahrung für deine Discord-Community auf. Der SCNX Support-Bot vereint ein leistungsstarkes **Modmail-System**, ein flexibles **Ticket-System** und eine Live-**Voice-Support-Warteschlange** in einem Bot - damit hast du alles, was du brauchst, um Anfragen zu verwalten, Feedback zu sammeln und deinen Support-Workflow zu optimieren. +Baue eine erstklassige Support-Erfahrung für deine Discord-Community auf. Der SCNX Support-Bot vereint ein leistungsstarkes **Modmail-System**, ein flexibles **Ticket-System**, öffentlichen **Forum-Support** und eine Live-**Voice-Support-Warteschlange** in einem Bot - damit hast du alles, was du brauchst, um Anfragen zu verwalten, Feedback zu sammeln und deinen Support-Workflow zu optimieren. Egal ob du eine kleine Community oder einen großen Server mit tausenden Mitgliedern betreibst - der SCNX Support-Bot wächst mit dir. Konfiguriere Öffnungszeiten, richte automatisches Ticket-Schließen ein, aktiviere KI-gestützte Ticket-Zusammenfassungen und verfolge die Leistung deines Teams - alles über ein intuitives Dashboard. -## Drei Systeme, ein Bot {#two-systems} +## Vier Systeme, ein Bot {#two-systems} -| | [Modmail](/de/docs/support-bot/modmail/intro) | [Ticket-System](/de/docs/support-bot/ticket-system/intro) | [Voice Support](/de/docs/support-bot/voice-support/intro) | -| ------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | -| **So funktioniert's** | Nutzer erstellen Tickets, indem sie deinem Bot eine DM senden. Nachrichten werden zwischen den DMs des Nutzers und einem privaten Team-Kanal weitergeleitet. | Nutzer erstellen Tickets über Knöpfe, Dropdown-Menüs oder Befehle auf deinem Server. Für jedes Ticket wird ein privater Kanal erstellt. | Nutzer treten einem Sprachkanal bei, um sich in die Warteschlange zu stellen. Teammitglieder holen sie nacheinander in ihre eigenen Support-Sprachkanäle. | -| **Ideal für** | Server, die eine private, DM-basierte Support-Erfahrung wollen. Nutzer müssen nicht in einem öffentlichen Kanal interagieren. | Server, die einen kanalbasierten Support-Ablauf wollen, bei dem alles direkt auf dem Server passiert. | Server, die mit Nutzern per Voice sprechen möchten - Onboarding-Gespräche, 1:1-Coaching, Live-Fehlersuche. | -| **Einzigartige Features** | Anonyme Nachrichten, Snippets (Schnellantworten), Tipp-Weiterleitung, Bearbeiten/Löschen von Nachrichten | Ticket-Limits pro Thema, benötigte Rollen pro Thema, Knopffarben pro Thema | Priority-Warteschlange, Wartemusik, Closed-State-Musik, Notizen & Verlauf pro Anruf, Debrief-Formular, Anruf-Thread im Dashboard-Kanal | +| | [Modmail](/de/docs/support-bot/modmail/intro) | [Ticket-System](/de/docs/support-bot/ticket-system/intro) | [Forum-Support](/de/docs/support-bot/forum-support/intro) | [Voice Support](/de/docs/support-bot/voice-support/intro) | +| ------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------ | --------------------------------------------------------------------------------------------------------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------------------------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- | +| **So funktioniert's** | Nutzer erstellen Tickets, indem sie deinem Bot eine DM senden. Nachrichten werden zwischen den DMs des Nutzers und einem privaten Team-Kanal weitergeleitet. | Nutzer erstellen Tickets über Knöpfe, Dropdown-Menüs oder Befehle auf deinem Server. Für jedes Ticket wird ein privater Kanal erstellt. | Nutzer posten einen Thread in einem öffentlichen Forum-Kanal. Die KI kann zuerst antworten, dann beansprucht und löst ihn dein Team öffentlich. | Nutzer treten einem Sprachkanal bei, um sich in die Warteschlange zu stellen. Teammitglieder holen sie nacheinander in ihre eigenen Support-Sprachkanäle. | +| **Ideal für** | Server, die eine private, DM-basierte Support-Erfahrung wollen. Nutzer müssen nicht in einem öffentlichen Kanal interagieren. | Server, die einen kanalbasierten Support-Ablauf wollen, bei dem alles direkt auf dem Server passiert. | Server, die öffentlichen, selbstständigen Support wollen, bei dem Antworten für die ganze Community sichtbar und wiederverwendbar bleiben. | Server, die mit Nutzern per Voice sprechen möchten - Onboarding-Gespräche, 1:1-Coaching, Live-Fehlersuche. | +| **Einzigartige Features** | Anonyme Nachrichten, Snippets (Schnellantworten), Tipp-Weiterleitung, Bearbeiten/Löschen von Nachrichten | Ticket-Limits pro Thema, benötigte Rollen pro Thema, Knopffarben pro Thema | Eingebaute KI-Deflection, öffentliche Threads, Tag-basierte Themen, Priority-Warteschlange, Schreib-Einschränkung, Log-Kanal & Schließ-DM pro Kanal | Priority-Warteschlange, Wartemusik, Closed-State-Musik, Notizen & Verlauf pro Anruf, Debrief-Formular, Anruf-Thread im Dashboard-Kanal | -Alle drei Systeme teilen sich [allgemeine Funktionen](/de/docs/support-bot/general/bot-configuration) wie Öffnungszeiten, Formulare, Statistiken, Ticketauslastung, geschätzte Wartezeiten und mehr. Nicht sicher, welches System das richtige ist? Schau dir den [Feature-Vergleich](/de/docs/support-bot/feature-comparison) an. +Alle vier Systeme teilen sich [allgemeine Funktionen](/de/docs/support-bot/general/bot-configuration) wie Öffnungszeiten, Formulare, Statistiken, Ticketauslastung, geschätzte Wartezeiten und mehr. Nicht sicher, welches System das richtige ist? Schau dir den [Feature-Vergleich](/de/docs/support-bot/feature-comparison) an. -:::info Voice Support ist Early Access -Voice Support ist eine Early-Access-Preview, die durch den Early-Access-Perk der [ScootKit-Mitgliedschaft](https://membership.scootkit.com) freigeschaltet wird - ein eigenes Abonnement, unabhängig von deinem SCNX-Plan. Details findest du in der [Voice-Support-Einführung](/de/docs/support-bot/voice-support/intro). +:::info Forum-Support & Voice Support sind Early Access +Forum-Support und Voice Support sind Early-Access-Previews, die durch den Early-Access-Perk der [ScootKit-Mitgliedschaft](https://membership.scootkit.com) freigeschaltet werden - ein eigenes Abonnement, unabhängig von deinem SCNX-Plan. Details findest du in den Einführungen zu [Forum-Support](/de/docs/support-bot/forum-support/intro) und [Voice Support](/de/docs/support-bot/voice-support/intro). ::: ## Funktionen auf einen Blick {#key-features} -- **Ticket-Themen** - Kategorisiere Tickets und leite sie automatisch an das richtige Team weiter. Jedes Thema kann eigene Kategorien, Rollen, Nachrichten und sogar eigene Formulare haben. -- **Ticket-Claiming** - Weise Tickets bestimmten Teammitgliedern zu, um doppelte Arbeit zu vermeiden. Automatische Zuweisung bei erster Antwort, Kanal sperren vor dem Claiming und mehr. -- **Formulare** - Sammle strukturierte Informationen von Nutzern mit eigenen Formularen und Modal-Dialogen - vor oder während eines Tickets. +- **[Ticket-Themen](/de/docs/support-bot/modmail/ticket-topics)** - Kategorisiere Tickets und leite sie automatisch an das richtige Team weiter. Jedes Thema kann eigene Kategorien, Rollen, Nachrichten und sogar eigene Formulare haben. +- **[Ticket-Claiming](/de/docs/support-bot/modmail/claiming)** - Weise Tickets bestimmten Teammitgliedern zu, um doppelte Arbeit zu vermeiden. Automatische Zuweisung bei erster Antwort, Kanal sperren vor dem Claiming und mehr. +- **[Formulare](/de/docs/support-bot/general/forms)** - Sammle strukturierte Informationen von Nutzern mit eigenen Formularen und Modal-Dialogen - vor oder während eines Tickets. - **Automatisches Schließen & Erinnerungen** - Schließe inaktive Tickets automatisch, sende Inaktivitäts-Warnungen und erinnere Teammitglieder an unbeantwortete Tickets. -- **Öffnungszeiten & Feiertage** - Lege tägliche Öffnungszeiten fest, erkenne Feiertage automatisch und informiere Nutzer über längere Wartezeiten. -- **Support-Feedback** - Sammle Sternebewertungen und eigene Feedback-Fragen von Nutzern nach dem Schließen ihres Tickets. -- **Statistik-Dashboard** - Verfolge offene Tickets, durchschnittliche Antwortzeit, Schließungszeit, aktivste Teammitglieder, meist verwendete Themen und mehr. -- **Geschätzte Wartezeit** - Berechne und zeige geschätzte Wartezeiten automatisch basierend auf historischen Ticket-Daten an. -- **Ticketauslastung** - Überwache die Ticket-Kapazität mit einem zweistufigen Warnsystem und informiere Nutzer bei hoher Auslastung. +- **[Öffnungszeiten & Feiertage](/de/docs/support-bot/general/opening-hours)** - Lege tägliche Öffnungszeiten fest, erkenne Feiertage automatisch und informiere Nutzer über längere Wartezeiten. +- **[Support-Feedback](/de/docs/support-bot/modmail/support-feedback)** - Sammle Sternebewertungen und eigene Feedback-Fragen von Nutzern nach dem Schließen ihres Tickets. +- **[Statistik-Dashboard](/de/docs/support-bot/general/analytics)** - Verfolge offene Tickets, durchschnittliche Antwortzeit, Schließungszeit, aktivste Teammitglieder, meist verwendete Themen und mehr. +- **[Geschätzte Wartezeit](/de/docs/support-bot/general/estimated-wait-time)** - Berechne und zeige geschätzte Wartezeiten automatisch basierend auf historischen Ticket-Daten an. +- **[Ticketauslastung](/de/docs/support-bot/general/ticket-utilization)** - Überwache die Ticket-Kapazität mit einem zweistufigen Warnsystem und informiere Nutzer bei hoher Auslastung. - **KI-Ticket-Zusammenfassungen** - Erhalte eine KI-generierte Zusammenfassung für jedes geschlossene Ticket, direkt in deinem Log-Kanal. -- **modmail.net Integration** - Betrachte Ticket-Transkripte in einer modernen Web-Oberfläche statt als Textdateien. +- **[AI FAQ](/de/docs/support-bot/ai-faq/intro)** (Early Access) - Lass eine KI häufige Fragen aus einer vom Team gepflegten FAQ beantworten - in Kanälen und bevor Tickets geöffnet werden. +- **[modmail.net Integration](/de/docs/support-bot/general/modmail-net)** - Betrachte Ticket-Transkripte in einer modernen Web-Oberfläche statt als Textdateien. - **Blockierungsliste** - Sperre Nutzer, die gegen Regeln verstoßen, mit optionaler Dauer und Begründung. - **Wartungsmodus** - Deaktiviere die Ticket-Erstellung vorübergehend, wenn dein Team nicht verfügbar ist. -- **Eigenes Branding** - Lege deine eigene Embed-Fußzeile und ein eigenes Bild fest, passend zur Identität deines Servers. -- **Voice Support** (Early Access) - Biete Live-Voice-Support an. Nutzer treten einem Sprachkanal bei, um in die Warteschlange zu kommen; Teammitglieder holen sie einzeln in ihre eigenen Sprachkanäle - mit optionaler Wartemusik, Notizen pro Anruf, Anruf-Threads, Debrief-Formularen und Nutzer-Feedback. +- **[Eigenes Branding](/de/docs/support-bot/general/bot-configuration)** - Lege deine eigene Embed-Fußzeile und ein eigenes Bild fest, passend zur Identität deines Servers. +- **[Forum-Support](/de/docs/support-bot/forum-support/intro)** (Early Access) - Verwandle einen öffentlichen Discord-Forum-Kanal in eine strukturierte Support-Warteschlange. Mitglieder posten Threads, die KI kann zuerst antworten, und dein Team beansprucht und löst sie öffentlich - mit SLAs, Transkripten, Feedback und Statistiken. +- **[Voice Support](/de/docs/support-bot/voice-support/intro)** (Early Access) - Biete Live-Voice-Support an. Nutzer treten einem Sprachkanal bei, um in die Warteschlange zu kommen; Teammitglieder holen sie einzeln in ihre eigenen Sprachkanäle - mit optionaler Wartemusik, Notizen pro Anruf, Anruf-Threads, Debrief-Formularen und Nutzer-Feedback. ## Erste Schritte {#getting-started} diff --git a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/troubleshooting.md b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/troubleshooting.md index d23b6e6b..faa166bd 100644 --- a/i18n/de/docusaurus-plugin-content-docs/current/support-bot/troubleshooting.md +++ b/i18n/de/docusaurus-plugin-content-docs/current/support-bot/troubleshooting.md @@ -108,6 +108,65 @@ description: Lösungen für häufige Probleme mit dem SCNX Support-Bot. - Discord begrenzt Kanal-Umbenennungen auf 2 pro 10 Minuten. Der Bot erzwingt auf seiner Seite eine 4-minütige Abkühlzeit; schnelle Offen/Offline-Wechsel können eine Umbenennung verzögern, bis die Abkühlzeit abgelaufen ist. - Bestätige, dass der Bot die Berechtigung **Kanäle verwalten** am Warteschlangen-Kanal hat. +## Forum-Support-Probleme {#forum-support} + +### Neue Forum-Threads werden nicht bearbeitet {#forum-no-handling} + +- Stelle sicher, dass **Forum-Support** aktiviert und der Forum-Kanal auf der Seite [Forum-Kanäle](https://scnx.app/glink?page=support-system/forum-support/channels) hinzugefügt ist. +- Der Kanal muss ein Discord-**Forum**-Kanal sein - kein normaler Textkanal. +- Prüfe die Berechtigungen des Bots im Forum-Kanal: Er braucht **Kanal ansehen**, **Nachrichten in Threads senden**, **Öffentliche Threads erstellen**, **Threads verwalten** und **Nachrichten verwalten**. +- Es werden nur Threads automatisch erfasst, die **nach** dem Aktivieren von Forum-Support erstellt wurden. + +### Die `/forum`-Befehle werden nicht angezeigt {#forum-commands-missing} + +- Die Befehle erscheinen nur, wenn Forum-Support [aktiviert](/de/docs/support-bot/forum-support/configuration#main) und das Feature für deinen Server verfügbar ist (Early Access). +- Discord kann ein paar Minuten brauchen, um Slash-Befehle zu aktualisieren - starte deinen Discord-Client vollständig neu. + +### Das Team-Warteschlangen-Panel erscheint nicht {#forum-no-panel} + +- Lege in der [Konfiguration](/de/docs/support-bot/forum-support/configuration#main) einen **Kanal für das Warteschlangen-Panel** fest. +- Der Bot braucht die Berechtigung, in diesem Kanal Nachrichten zu senden und zu bearbeiten. + +### Mitglieder können nicht in ihrem eigenen Thread antworten {#forum-locked} + +- Wenn du **Sperren bis beansprucht** aktiviert hast, bleibt der Thread gesperrt, bis ein Teammitglied ihn beansprucht - das Beanspruchen entsperrt ihn automatisch. Siehe [Claiming](/de/docs/support-bot/forum-support/claiming#lock-until-claimed). + +### Nachrichten anderer Mitglieder werden immer wieder gelöscht {#forum-deleted} + +- Das ist die Option **Nur Ersteller und Team dürfen schreiben**. Schalte sie in der [Konfiguration](/de/docs/support-bot/forum-support/configuration#thread-writing) aus, wenn alle kommentieren dürfen sollen. + +### Priority-Threads kommen nicht in der Warteschlange nach vorn {#forum-priority} + +- Priorität ergibt sich aus einem als priorisiert markierten [Thema](/de/docs/support-bot/forum-support/topics) oder aus den [Priority](/de/docs/support-bot/forum-support/configuration#priority)-Einstellungen eines Forum-Kanals (Priority-Rollen oder -Tag). Stelle sicher, dass eines davon konfiguriert ist. + +### Feedback oder Schließ-DMs werden nicht gesendet {#forum-feedback-dm} + +- Das Mitglied hat möglicherweise DMs deaktiviert - der Bot kann Nutzern, die Direktnachrichten blockieren, nichts senden. +- Prüfe beim Feedback, dass es [aktiviert](/de/docs/support-bot/forum-support/support-feedback) ist und der Thread länger als die konfigurierte Mindestdauer bestand. + +## AI-FAQ-Probleme {#ai-faq} + +### Der AI-FAQ-Bereich fehlt in meinem Dashboard {#ai-faq-missing} + +- AI FAQ ist eine Early-Access-Beta. Wenn du den Bereich nicht siehst, ist dein Server noch nicht in der Beta - fordere Zugang über das [Kontaktformular](https://scnx.app/user/support/new?topic=cmp0a46s300e9yxcfspiqvgc0) an. +- Dein Support-Bot muss v3 oder neuer sein - ältere Versionen enthalten AI FAQ nicht. + +### Die KI beantwortet keine Fragen {#ai-not-answering} + +- Schalte den Hauptschalter ein: **Einstellungen → AI FAQ auf diesem Server aktivieren**. +- Der Hauptschalter allein bewirkt nichts - du musst der KI auch sagen, **wo** sie antworten soll. Aktiviere die [Kanal-Auto-Antwort](/de/docs/support-bot/ai-faq/channel-mode) und/oder den [Pre-Ticket-Gatekeeper](/de/docs/support-bot/ai-faq/pre-ticket-gatekeeper). +- Die KI antwortet aus deiner Wissensdatenbank. Wenn du noch keine [FAQ-Einträge](/de/docs/support-bot/ai-faq/faq-entries) geschrieben hast, hat sie nichts, worauf sie antworten kann. +- Stelle sicher, dass du noch KI-Credits hast (siehe unten). + +### Die KI hat plötzlich aufgehört zu antworten {#ai-out-of-credits} + +- Wahrscheinlich sind deine **KI-Credits** aufgebraucht. Jede Antwort kostet Credits - prüfe **Einstellungen → Status** auf der AI-FAQ-Seite. Dein monatliches Guthaben wird am 25. aufgefüllt, oder du kaufst Credits nach. Siehe [Credits & Preise](/de/docs/support-bot/ai-faq/credits-and-pricing). + +### Die Antworten sind unpassend oder nicht hilfreich {#ai-bad-answers} + +- Die KI antwortet nur aus deinen [FAQ-Einträgen](/de/docs/support-bot/ai-faq/faq-entries) - füge klarere, spezifischere Einträge hinzu, die abdecken, was deine Mitglieder wirklich fragen. +- Nutze die [Insights](/de/docs/support-bot/ai-faq/insights), um zu sehen, was gefragt wird und wo die Antworten zu kurz greifen. + ## Brauchst du noch Hilfe? {#still-need-help} Wenn dein Problem hier nicht aufgelistet ist, erstelle gerne ein Ticket auf unserem [Discord-Server](https://scootk.it/dc-de) - wir helfen dir gerne weiter! diff --git a/sidebars.js b/sidebars.js index 590d65ba..93d3ba83 100644 --- a/sidebars.js +++ b/sidebars.js @@ -539,6 +539,23 @@ const sidebars = { } ] }, + { + type: 'category', + collapsed: false, + label: 'Forum Support', + link: { + type: 'generated-index', + title: 'Forum Support', + description: 'Turn a public Discord forum channel into a structured support queue - members open threads in the open, AI can answer first, and your team claims and resolves them with SLAs, transcripts and analytics. Currently available as an early-access feature.', + slug: 'support-bot/forum-support' + }, + items: [ + { + type: 'autogenerated', + dirName: 'support-bot/forum-support' + } + ] + }, ], scnxSidebar: [ { diff --git a/src/pages/index.js b/src/pages/index.js index 11666284..e5f4a34e 100644 --- a/src/pages/index.js +++ b/src/pages/index.js @@ -37,12 +37,13 @@ const products = [ }, { title: 'Support Bot', - description: Professional support on Discord - modmail, channel-based tickets, and live voice support., + description: Professional support on Discord - modmail, channel-based tickets, public forum support, and live voice support., link: '/docs/support-bot/intro', faIcon: faHeadset, links: [ {label: Modmail, href: '/docs/support-bot/modmail'}, {label: Ticket System, href: '/docs/support-bot/ticket-system'}, + {label: Forum Support, href: '/docs/support-bot/forum-support/intro'}, {label: Voice Support, href: '/docs/support-bot/voice-support/intro'}, {label: Setup Guide, href: '/docs/support-bot'}, {label: Troubleshooting, href: '/docs/support-bot/troubleshooting'}, diff --git a/src/pages/index.module.css b/src/pages/index.module.css index 5f377886..7bb9883a 100644 --- a/src/pages/index.module.css +++ b/src/pages/index.module.css @@ -233,6 +233,7 @@ /* Product sub-links - pill style */ .productSubLinks { display: flex; + flex-wrap: wrap; gap: 0.4rem; padding: 0.65rem 1.25rem; border-top: 1px solid rgba(30, 45, 74, 0.6);