# Support Cog - Configuration Examples ## Example Configurations for Different Server Types ### 1. Small Community Server **Use Case:** Simple support system with one channel ```bash [p]supportset enable [p]supportset addcategory support #staff-support Questions and support [p]supportset defaultcategory support [p]supportset setemoji support 💬 [p]supportset setgreeting support Thanks for reaching out! We'll respond as soon as possible. ``` **Result:** Users send `[p]contact ` → goes to #staff-support --- ### 2. Gaming Server **Use Case:** Different support for different game aspects ```bash # Enable and create categories [p]supportset enable [p]supportset addcategory general #general-support General questions [p]supportset addcategory gameplay #gameplay-help Gameplay questions [p]supportset addcategory bugs #bug-reports Report bugs [p]supportset addcategory appeals #appeals Ban appeals # Set emojis [p]supportset setemoji general 💬 [p]supportset setemoji gameplay 🎮 [p]supportset setemoji bugs 🐛 [p]supportset setemoji appeals ⚖️ # Custom greetings [p]supportset setgreeting gameplay Our helpers will assist you shortly! [p]supportset setgreeting bugs Thank you for reporting! We'll investigate this. [p]supportset setgreeting appeals Your appeal will be reviewed within 48 hours. # Settings [p]supportset requirecategory true [p]supportset logchannel #support-logs [p]supportset defaultcategory general ``` --- ### 3. Business/Professional Server **Use Case:** Department-based support with anonymity ```bash # Setup categories [p]supportset enable [p]supportset addcategory sales #sales-inquiries Sales and pricing [p]supportset addcategory technical #tech-support Technical support [p]supportset addcategory billing #billing-support Billing and payments [p]supportset addcategory general #general-support General inquiries # Emojis [p]supportset setemoji sales 💼 [p]supportset setemoji technical 🔧 [p]supportset setemoji billing 💳 [p]supportset setemoji general 📝 # Professional greetings [p]supportset setgreeting sales Thank you for your interest! A sales representative will contact you within 24 hours. [p]supportset setgreeting technical Our technical team has received your request and will respond shortly. [p]supportset setgreeting billing Your billing inquiry has been received. Response time: 1-2 business days. # Professional settings [p]supportset anonymous false [p]supportset showinfo true [p]supportset embed true [p]supportset requirecategory true [p]supportset logchannel #support-audit ``` --- ### 4. Community Moderation Server **Use Case:** Anonymous reporting and moderation ```bash # Setup [p]supportset enable [p]supportset addcategory report #user-reports Report users [p]supportset addcategory appeal #mod-appeals Appeal mod actions [p]supportset addcategory question #mod-questions Moderation questions # Emojis [p]supportset setemoji report 🚨 [p]supportset setemoji appeal ⚖️ [p]supportset setemoji question ❓ # Anonymous settings for user safety [p]supportset anonymous true [p]supportset showinfo false # Greetings [p]supportset setgreeting report Thank you for your report. Moderators will investigate. [p]supportset setgreeting appeal Your appeal has been submitted and will be reviewed. # Settings [p]supportset requirecategory true [p]supportset logchannel #mod-logs [p]supportset embed true ``` --- ### 5. Educational/Tutorial Server **Use Case:** Help system for learning community ```bash # Categories [p]supportset enable [p]supportset addcategory beginner #beginner-help Beginner questions [p]supportset addcategory advanced #advanced-help Advanced topics [p]supportset addcategory projects #project-help Project assistance [p]supportset addcategory resources #resource-requests Resource requests # Emojis [p]supportset setemoji beginner 🌱 [p]supportset setemoji advanced 🎓 [p]supportset setemoji projects 💡 [p]supportset setemoji resources 📚 # Encouraging greetings [p]supportset setgreeting beginner Great question! Our community mentors will help you out. [p]supportset setgreeting advanced Excellent question! Let's dive into it. [p]supportset setgreeting projects Excited to see your project! We'll take a look. # Settings [p]supportset requirecategory false # Allow flexible categorization [p]supportset defaultcategory beginner [p]supportset showinfo true [p]supportset anonymous false ``` --- ### 6. Large Multi-Purpose Server **Use Case:** Comprehensive support system ```bash # Create all categories [p]supportset enable # Support categories [p]supportset addcategory general #general-support General questions [p]supportset addcategory technical #tech-support Technical issues [p]supportset addcategory events #event-support Event-related questions [p]supportset addcategory partnerships #partnerships Partnership inquiries [p]supportset addcategory billing #billing Billing and donations # Moderation categories [p]supportset addcategory reports #user-reports Report users [p]supportset addcategory appeals #ban-appeals Ban appeals [p]supportset addcategory feedback #feedback Feedback and suggestions # Set all emojis [p]supportset setemoji general 💬 [p]supportset setemoji technical 🔧 [p]supportset setemoji events 🎉 [p]supportset setemoji partnerships 🤝 [p]supportset setemoji billing 💳 [p]supportset setemoji reports 🚨 [p]supportset setemoji appeals ⚖️ [p]supportset setemoji feedback 💡 # Default settings [p]supportset defaultcategory general [p]supportset requirecategory true [p]supportset logchannel #support-logs [p]supportset embed true [p]supportset showinfo true [p]supportset anonymous false ``` --- ## Common Staff Workflows ### Handling a Support Request 1. **User sends:** `[p]contact I can't access my account` 2. **Message appears in category channel** with user info 3. **Staff investigates** the issue 4. **Staff replies:** `[p]dm @User We've reset your account, try logging in now` 5. **User receives** the DM reply 6. **All logged** in #support-logs (if configured) ### Blocking an Abusive User ```bash # After receiving spam/abuse [p]supportset block @SpamUser # User can no longer contact support # To unblock later: [p]supportset unblock @SpamUser ``` ### Checking Current Setup ```bash # View all settings and categories [p]supportset list # This shows: # - Enabled status # - All categories and their channels # - Current settings (anonymous, embeds, etc.) # - Log channel ``` --- ## Pro Tips ### 1. Category Strategy - **Keep it simple** - Start with 2-3 categories - **Clear names** - Use obvious category names - **Good emojis** - Pick recognizable emojis that match the purpose ### 2. Greetings - **Set expectations** - Mention response times - **Be welcoming** - Friendly tone encourages good interactions - **Be specific** - Different greetings for different categories ### 3. Settings - **Anonymous mode** - Use for sensitive topics (reports, appeals) - **Require category** - Enable for large servers with many categories - **Show info** - Disable for anonymous support, enable for personal support ### 4. Logging - **Always enable** - Helps track support quality and history - **Separate channel** - Keep logs in admin-only channel - **Review regularly** - Monitor for patterns and issues --- ## Troubleshooting ### Users can't contact support ```bash # Check if enabled [p]supportset list # Enable if needed [p]supportset enable # Ensure category exists [p]supportset addcategory general #support ``` ### Messages not showing up ```bash # Verify channel exists and bot has permission [p]supportset list # Update channel if needed [p]supportset addcategory #new-channel ``` ### User blocked accidentally ```bash [p]supportset unblock @User ``` --- ## Migration from Red Built-in If you're migrating from Red's built-in contact system: 1. **Load the cog:** `[p]load support` 2. **Set up categories:** Start with one category matching your old setup 3. **Test it:** Have staff test with `[p]contact` in DMs 4. **Announce to users:** Let them know about the new system 5. **The cog automatically overrides** the built-in commands No data migration needed - this is a fresh start with better organization!