Set up your Discord server for support

Deskcord opens a thread for each visitor conversation in a channel of your Discord server. Whoever can see that channel can read the conversations, with the visitor's name and email, and reply to them. So the setup comes down to two things:

It works the same whether you create a server just for support or add support to the server where your community already hangs out. On a community server, the private channel keeps visitor conversations away from your members.

1. Open Server Settings → Roles and click Create Role.
2. Name it Support, and pick a color if you like: it shows on your teammates' names.
3. In the Display tab, turn on Allow anyone to @mention this role, so Deskcord can ping it when a conversation starts.
4. In the Manage Members tab, add the people who answer visitors.

The role doesn't need any special permission: access to the channel is set on the channel itself, in the next step.

1. Click + next to Text Channels in your channel list.
2. Choose Text, name it support and turn on Private Channel. Click Next.
3. Add the Support role and Deskcord, then click Create Channel.

Deskcord gets its permissions when you add it to your server. In the channel, it needs:

• View Channel
• Send Messages
• Create Public Threads
• Send Messages in Threads
• Read Message History
• Embed Links
• Attach Files

Manage Threads is recommended too: it lets Deskcord close and rename threads when a conversation is resolved.

You don't have to check them one by one: the next step tells you if anything is missing. To change them, open the channel's settings (the gear next to its name) → Permissions, and select Deskcord.

In #support, run:

/set-destination-channel

New conversations now open in this channel. If Deskcord is missing a permission there, the reply lists it. Conversations already open stay in their thread.

Your embed code is visible in your website's source, so anyone could copy it to their own site and send conversations to your server. To prevent that, list your website:

/set-allowed-domains add domain:yourwebsite.com

The widget then only works on the domains in the list. www.yourwebsite.com is a separate domain: add it too if your site answers on both. Development domains such as localhost always work. Free covers one website.

Once everything is in place, each conversation shows up in #support as a message with its thread attached. With notifications on, that message pings your Support role.

The emoji in front of each thread's name tells you where it stands:

• ✨ new: nobody from your team has replied yet,
• 🚧 in progress: your team replied,
• ✅ resolved with /resolve-conversation.

Click Threads at the top of the channel to see every open conversation in one list.

• Resolve conversations when they're done with /resolve-conversation in the thread. The visitor sees it as completed, and your thread list stays short.
• Check who you're talking to with /customer-info in the thread: name, email, ticket number, and whether the user is verified.
• Choose how visitors see you. The widget shows your display name and avatar on this server. Set a support identity with Discord's server profiles without changing your profile everywhere else.