Shop & Customer Support

Give customers one trustworthy place for product news and help. General questions are answered in public so everyone benefits, anything about an order moves to a private support channel, staff are easy to identify, and scammers pretending to be support are blocked.

Built for: Online shops and indie brands · Game studios and software products · Creators selling merch or digital goods · Support teams

Create each category with its permissions first, then add channels inside it and keep them synced to the category. Channel types used: Text, Announcement, Forum.

Create roles in this order, from the top of the role list down. A role can only manage roles below it, and bot roles must sit above any role they assign.

Different staff setup or bots? Adapt this hierarchy in the roles generator.

1. Owner

   Display role for the business owner.

   How members get it

   Owner account.

   Display

   Shown separately · Not mentionable

   Enable

   No permissions (cosmetic or ping role)

   Withhold

   Administrator — not needed

2. Admin

   Manages configuration, integrations and staff roles.

   How members get it

   Assigned by the owner.

   Display

   Shown separately · Not mentionable

   Enable

   Manage Server, Manage Roles, Manage Channels, Manage Webhooks, View Audit Log, Ban Members, Kick Members, Timeout Members, Manage Messages, Manage Threads

   Withhold

   Administrator

3. Support Lead

   Runs the support team and handles escalations.

   How members get it

   Assigned by Admins.

   Display

   Shown separately · Mentionable

   Enable

   Manage Threads, Manage Messages, Timeout Members, Kick Members, View Audit Log, Mention @everyone, @here, and All Roles

   Withhold

   Manage Roles; Manage Server; Ban Members

4. Support Agent

   Answers questions and works tickets. Manage Threads also lets them see private threads.

   How members get it

   Assigned by the Support Lead. Use one official display colour for every staff role.

   Display

   Shown separately · Mentionable

   Enable

   Manage Threads, Manage Messages, Create Private Threads

   Withhold

   Kick Members; Ban Members; Manage Roles

5. Moderator

   Handles conduct, spam and impersonators; doesn't handle orders.

   How members get it

   Assigned by Admins.

   Display

   Shown separately · Not mentionable

   Enable

   Timeout Members, Kick Members, Ban Members, Manage Messages, Manage Nicknames, View Audit Log

   Withhold

   Manage Roles

6. Member

   Everyone who has completed onboarding.

   How members get it

   Granted by Community Onboarding: add it to every answer of the required question.

   Display

   Not separated · Not mentionable

   Enable

   View Channels, Send Messages, Send Messages in Threads, Create Public Threads, Read Message History, Add Reactions, Attach Files, Embed Links

   Withhold

   Mention @everyone, @here, and All Roles; Create Private Threads

7. Restock Ping / Status Updates Ping

   Opt-in notifications for launches, restocks and outages.

   How members get it

   Self-assigned through onboarding; staff mention them.

   Display

   Not separated · Not mentionable

   Enable

   No permissions (cosmetic or ping role)

Community Onboarding sends customers who need help straight to the support channels, and lets everyone else opt in to launches and status updates.

Default channels: rules, announcements, status, official-links, faq, how-to-get-help, questions, general, showcase, off-topic, feedback-and-ideas

Discord requires at least 7 default channels for Community Onboarding, and @everyone must be able to view and send messages in at least 5 of them.

Suggested first steps: Check #official-links → Search #faq → Open a ticket for order problems

Verification level

Medium — A verified email and an account registered for more than 5 minutes; fake-support scammers use throwaway accounts.

Explicit media filter

Scan media content from all members.

AutoMod rules

• Block words in member profile names: "support", "staff", "admin", "help desk" and your brand name with common misspellingsBlock and alert #mod-log, to catch impersonators. Staff whose names match can be exempted by role.
• Custom keywords: "DM me for support", "send your order number", "refund form", "verify your payment"Block with a custom message pointing to #how-to-get-help, and alert.
• Custom keyword regex for email addresses and long order-number formats in public channelsBlock with a message reminding the member to use a ticket instead.
• Block spam contentBlock and alert.
• Block mention spam (limit around 5)Block and time out for 10 minutes.

Escalation

1. Reminder about privacy or the right channel
2. Message removed
3. Timeout
4. Kick
5. Ban for impersonation, scams or abuse of staff

• Say it everywhere: staff never DM first, never ask for passwords or card details, and only work through #open-a-ticket and #official-links.
• Order details belong in private support only. If a customer posts personal data in public, delete it and move them to a ticket.
• Only take payments through your official store. Never collect card details in Discord.
• This template isn't legal advice: check your data-protection and consumer-law obligations for storing customer information in Discord.

Try Discord's built-in features first. Bot names are examples to evaluate, not endorsements; CordNexa has no affiliation with any bot. Review the permissions a bot requests before adding it.

These steps are specific to this kit. For the reasoning behind each stage — permissions, onboarding, testing and launch — see how to make a Discord server.

1. Create the server and enable Community

   Turn on multi-factor authentication (2FA) for the owner and all staff, then enable Community (it requires a verified-email verification level, the explicit media filter set to scan all members, a rules channel and a community updates channel). Consider Discord's 2FA requirement for moderation.

2. Create roles with one staff colour

   Owner → Admin → Support Lead → Support Agent → Moderator → Member → ping roles. Give staff roles a single distinctive colour and display them separately so customers can see who's official.

3. Write #official-links and #how-to-get-help

   List the only official store and support contacts, support hours and response times, and state that staff never DM first.

4. Choose your private-support method

   Set up a ticket bot in #open-a-ticket, or plan private threads if you're at Boost Level 2. Test that a customer can't see other customers' tickets.

5. Build the forums

   Create #faq (staff-written), #questions, #showcase and #feedback-and-ideas with their tags; make status tags moderator-only.

6. Configure AutoMod

   Add the impersonation name rule, fake-support phrases and the email/order-number regex rule, and test each one.

7. Configure Community Onboarding

   Add the questions and default channels. Discord requires at least 7 default channels, with at least 5 where @everyone can view and send messages.

8. Run a full support test

   Have a colleague join as a customer, open a ticket, and check that only they and support staff can see it.

1. Never post order numbers, emails, addresses or payment details in public channels. Use a ticket.
2. Staff will never DM you first or ask for your password or card details. Report anyone who does.
3. Only trust links in #official-links.
4. Be respectful to staff and other customers, even when something has gone wrong.
5. Keep product questions in #questions and order problems in tickets, so we can help faster.
6. No advertising other shops, reselling or referral links.
7. Feedback is welcome — keep it constructive and specific.

Need stricter or more relaxed wording? Customise these rules in the rules generator.

Welcome! Check #official-links so you always know what's really us — staff will never DM you first. Search #faq for common answers, ask product questions in #questions, and for anything about an order, open a private ticket in #open-a-ticket. Launch and restock news arrives in #announcements.

Want a shorter, professional or bot-ready version? Try the welcome message generator.

• v1.0 · 2026-09-28
  • First release: public FAQ and questions, private ticket workflow, order-privacy rules, staff identification and anti-impersonation AutoMod.