Support channels let customers reach your team from the tools they already use. Every message becomes a ticket in Helpdesk → Tickets, and your replies go straight back to the customer on that channel.

Channel setup lives in Helpdesk → Ticket Configuration → Channels. Each channel is configured per workspace (its credentials are never shared with other workspaces).

This guide covers Discord.

Discord lets members ask your support agent questions from your server.

1. Create a Discord application

1. Go to discord.com/developers/applications and click New Application.
2. On General Information, copy the Application ID and the Public Key.
3. Open the Bot tab, click Reset Token, and copy the Bot Token.
4. Invite the bot to your server via OAuth2 → URL Generator with the bot and applications.commands scopes.

2. Enter the credentials in the app

Open the channel setup

1. In the sidebar, go to Helpdesk → Ticket Configuration.
2. Open the Channels tab.
3. Find the Discord card and click Set up.
4. Fill in Application ID, Public Key, and Bot Token.
5. Click Save.

Once connected, questions from your Discord server arrive in Helpdesk → Tickets tagged Discord.