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.

Early AccessForum Support

ScootKit Membership

Forum Support is an early-access preview that is still rolling out gradually. Your SCNX plan is separate and unaffected.

Memberships fund the dev work behind features like this. They also allow us to test and improve this feature with a small group of members, catching edge cases before GA, so by the time the feature rolls out to every SCNX server 3 to 4 months later, it's better and battle-tested.

Unlocked instantly on purchase · Active across every server you manage

Unlock with MembershipLearn about Membership

1. Create your forum 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.

suggerimento

Add a few tags to your forum channel in Discord (e.g. "Question", "Bug", "Billing"). You can later turn these into topics for routing and priority.

2. Add the channel to Forum Support

Open Forum Support in your Support Bot dashboard and go to the Forum 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

On the 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.

4. Turn it on

Flip Enable Forum Support. From now on, every new thread in your forum channel becomes a support ticket.

5. What members see

When a member posts a thread:

1. The bot greets them with a pinned welcome message.
2. If you enabled AI answers, 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 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

Your team picks up and resolves threads from the staff queue panel or with the /forum 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

Depending on your settings, the bot can:

• ask the member for feedback,
• DM the member a closing message with a link and transcript, and
• post a summary + transcript to your log channel.

That's it - you're running public support. Next, explore Topics, Claiming, and the full Configuration.