Support Inbox
The Support Inbox is a Discord category that houses everything case-related: the panel post channel, transcripts, optional staff-notes, and every open case channel. Created by the setup wizard or by /support panel Auto-Setup.
What is this?
A single Discord category that holds every case-related channel: the panel post, the saved transcripts, the optional staff-notes channel, and one channel per open case. The setup wizard or /support panel Auto-Setup creates it with the right permission overwrites already applied.
Why you might want it
The parent structure that holds your panels, transcripts, and case channels in one place, with permissions wired correctly out of the box. You don't configure each channel by hand; the category gets templated permissions so transcripts are staff-only and case channels are scoped to the opener plus staff.
What's in the Category
The Support Inbox category is a single Discord category that holds:
- Panel post channel — where the support inbox panel embed sits with its buttons. Visible to
@everyoneso users can click it. - Transcript channel — where Arkanis posts saved case transcripts on close. Staff-only.
- Staff-notes channel — optional, created when Appeals is enabled. Single per-server channel for staff deliberation. Staff-only.
- Open case channels — one per active case, named per case naming. Visible to the case opener and staff.
Permission Overwrites
Each channel inside the category gets a tailored permission overwrite, applied automatically by the wizard or by Auto-Setup. The bot's create-channel endpoint accepts structured permission_overwrites templates so the same shape is written every time:
| Channel | Template | @everyone | Staff role |
|---|---|---|---|
| Panel | public | read | read & manage |
| Transcripts | staff_only_read | denied | read-only |
| Staff-notes | staff_only_write | denied | read & write |
| Case channel | per-user + staff | denied | read & write |
For case channels, the case opener (and any added participants) get an explicit user-level overwrite granting view + send. The bot itself always gets full access.
Multi-Panel Setups
If you run multiple panels (e.g. a general support panel and a separate appeals panel) you can either:
- Share one category — both panels write into the same Support Inbox. Simplest option; one transcripts channel, one staff-notes channel.
- Split into two categories — e.g.
Support InboxandAppeals. Each panel points at its own category with its own transcript channel. Useful if you want appeal cases visually separate from regular support.
Operator's choice. The /support panel command takes a category argument; the dashboard case-panel form has the same option.
How It Gets Created
There are two paths, both writing the same DB shape:
- Setup wizard — Step 6 (Support Inbox) creates the category, panel channel, transcript channel, and (if Appeals is on) staff-notes. The Apply step posts a starter case panel into the panel channel.
/support panelAuto-Setup — if you skipped the wizard, run this slash command in any channel. The bot creates the same category structure with the same overwrites.
guild_settings rows (tickets_category_id, tickets_transcript_channel_id, tickets_staff_notes_channel_id). You can mix — run the wizard now and Auto-Setup another panel into a separate category later.Renaming or Reusing Existing Channels
During the wizard, each picker has a Use existing option. Point at a category and channels you already have — the wizard skips creation and just records the IDs.
If you point at existing channels, the wizard does not rewrite their permissions. Make sure they already have the right overwrites or run the post-setup health check (Settings → Cases → Verify channel permissions).
Changing the Layout Later
From the dashboard:
- Settings panel → Channels section. Repoint the transcript or staff-notes channel.
- Cases panel → Panels list. Each panel has its own category — edit a panel to move it to a different category.
Changing the category for a panel affects only future cases. Existing open case channels stay where they are.