Add a Case System

Set up a support case system so your community members can submit reports, ask questions, and file ban appeals, all managed through Discord.

Open Support Inbox Panel →

What is this?

How to set up a support panel: a Discord embed with buttons your members click to open a case. Each button creates a private channel between the member and your staff. You pick the buttons, the categories, and the channel the panel lives in. Presets cover general support, bug reports, and ban appeals.

Why you might want it

If your support today is members DMing staff directly or pinging in a public channel, a case system makes it organised. Each conversation has its own channel, a clear owner, and a transcript when it closes. It's modmail with structure, and your team can claim and respond from Discord or the dashboard.

Setup time: about 5 minutesDifficulty: Easy. Most users get through it first try.

Create a Support Panel

1

Navigate to Support Inbox Panel

Open the dashboard and go to Support Inbox Panel from the sidebar. This is where you create and manage all support panels for your server.

2

Choose a Preset

Click Create Support Panel and choose from one of the built-in presets to get started quickly:

  • General Support — for questions, help requests, and general inquiries
  • Bug Reports — for players to report game or server bugs
  • Ban Appeals — for banned players to request a review of their ban

Each preset comes with a pre-configured embed and button layout. You can customize everything after selecting one.

3

Customize the Embed

Edit the panel embed that users will see in your channel:

  • Title — a clear heading like "Need Help?" or "Ban Appeal"
  • Description — explain what this panel is for and any rules for submitting
  • Color — pick an accent color for the embed sidebar
💡
Tip
The live preview updates as you type, so you can see exactly how the panel will look in Discord before posting it.

Add Case Buttons

4

Configure Buttons

Each button on your panel creates a different type of case. For each button, configure:

  • Label — the text shown on the button (e.g., "Open Case", "Appeal Ban")
  • Emoji — an optional emoji displayed next to the label
  • Color — choose from blue, green, grey, or red button styles

You can add up to 5 buttons per panel, each routing to a different case category.

5

Select a Target Channel

Choose which channel the panel embed will be posted in. This should be a channel your community members can see, like #support or #help.

ℹ️
Note
New case channels are created automatically when a user clicks a button. You don't need to pre-create them.

Post and Manage

6

Post the Panel

Click Post Panel to send the embed to your chosen channel. Users can now click the buttons to open cases.

⚠️
Warning
If you need to update a panel, edit it in the dashboard and click Update. Avoid deleting and re-posting panels. This breaks the connection to any existing open cases created from that panel.

Once cases start coming in, your staff can claim, respond to, and close them directly from Discord or the dashboard. See Managing Cases for the full guide.

Related

Creating a PanelManaging CasesAppeal System
Set Up Your ServerSet Up Auto Moderation