EveCogs/support

Support

A modernized DM/contact system that replaces Red's built-in contact and dm commands with enhanced features including categories, channels, custom greetings, logging, and more.

⚠️ Important: When loaded, this cog automatically disables Red's core contact and dm commands, replacing them with its own enhanced versions. The core commands are re-enabled if you unload this cog.

Features

Core Features

• 🎯 Category System - Organize support messages by department/topic
• 📂 Custom Channels - Route different categories to specific channels
• 💬 Enhanced DM System - More powerful than the built-in dm command
• 🔒 User Blocking - Block abusive users from contacting staff
• 📝 Logging - Track all support interactions in a dedicated log channel
• 🎨 Customizable - Custom greetings, emojis, and messages per category

Advanced Options

• 👻 Anonymous Mode - Hide staff names in replies
• 📋 Category Selection - Optional or required category selection
• 💎 Embed Replies - Beautiful embed formatting for messages
• ⏱️ Thread Timeout - Auto-close inactive support threads
• 🎭 Role Permissions - Category-specific staff roles

Installation

[p]repo add evecogs https://github.com/yourusername/EveCogs
[p]cog install evecogs support
[p]load support

When you load this cog, it will:

1. ✅ Disable Red's core contact command
2. ✅ Disable Red's core dm command
3. ✅ Register its own enhanced versions of these commands

If you unload the cog, the original core commands are automatically restored.

Setup

Basic Setup

1. Enable the system:

   [p]supportset enable
   

2. Create a category:

   [p]supportset addcategory general #support-general General support questions
   

3. Set default category (optional):

   [p]supportset defaultcategory general
   

4. Configure logging (optional):

   [p]supportset logchannel #support-logs
   

Advanced Setup

Add multiple categories:

[p]supportset addcategory billing #billing-support Billing and payment questions
[p]supportset addcategory technical #tech-support Technical issues
[p]supportset addcategory reports #reports User reports and moderation

Customize categories:

[p]supportset setemoji billing 💳
[p]supportset setemoji technical 🔧
[p]supportset setgreeting billing Thank you for contacting billing support!

Configure options:

[p]supportset anonymous true          # Hide staff names in replies
[p]supportset requirecategory true    # Force users to select a category
[p]supportset embed true              # Use embeds for replies
[p]supportset showinfo true           # Show staff info in replies

Commands

User Commands

[p]contact <message>

Can only be used in DMs

Send a message to server staff. Users will be prompted to select a category if multiple are available.

Examples:

[p]contact I need help with my account
[p]contact Bug report: commands not working

Staff Commands

[p]dm <user> <message>

Requires: Manage Server permission

Send a DM to a user from the server. Replaces Red's built-in dm command with enhanced logging and formatting.

Examples:

[p]dm @User Hello! We received your support request
[p]dm 123456789012345678 Your issue has been resolved

Admin Commands

All admin commands require Manage Server permission.

[p]supportset enable

Enable the support system for your server.

[p]supportset disable

Disable the support system for your server.

[p]supportset addcategory <name> <channel> [description]

Create a new support category.

Example:

[p]supportset addcategory billing #billing "Billing questions and payment issues"

[p]supportset removecategory <name>

Remove a support category.

[p]supportset setemoji <category> <emoji>

Set an emoji for a category (shown in category selection).

Example:

[p]supportset setemoji billing 💳

[p]supportset setgreeting <category> <message>

Set a custom greeting shown to users when they contact this category.

Example:

[p]supportset setgreeting billing Thanks for contacting billing! We'll respond within 24 hours.

[p]supportset defaultcategory <name>

Set the default category (used if only one category or user preference).

[p]supportset logchannel [channel]

Set or clear the log channel for support messages.

Examples:

[p]supportset logchannel #support-logs
[p]supportset logchannel              # Clear log channel

[p]supportset anonymous <true/false>

Toggle anonymous mode (hides staff member names in replies).

[p]supportset requirecategory <true/false>

Toggle whether users must select a category.

[p]supportset embed <true/false>

Toggle using embeds for replies.

[p]supportset showinfo <true/false>

Toggle showing staff member info in replies.

[p]supportset list

Display all categories and current settings.

[p]supportset block <user>

Block a user from using the support system.

[p]supportset unblock <user>

Unblock a user from using the support system.

Usage Examples

Example 1: Simple Support Setup

Single category for all support:

[p]supportset enable
[p]supportset addcategory support #support-tickets General support
[p]supportset defaultcategory support

Example 2: Multi-Category Setup

Different departments:

[p]supportset enable
[p]supportset addcategory general #general-support General questions
[p]supportset addcategory billing #billing Billing and payments
[p]supportset addcategory technical #tech-support Technical issues
[p]supportset addcategory reports #reports Report users or content

[p]supportset setemoji general 📝
[p]supportset setemoji billing 💳
[p]supportset setemoji technical 🔧
[p]supportset setemoji reports 🚨

[p]supportset requirecategory true
[p]supportset logchannel #support-logs

Example 3: Anonymous Support

For servers that want anonymous staff replies:

[p]supportset enable
[p]supportset addcategory anonymous #anon-support Anonymous support
[p]supportset anonymous true
[p]supportset showinfo false

How It Works

User Experience

1. User sends [p]contact <message> in DMs
2. If multiple categories exist, they select one from a dropdown
3. Message is sent to the configured channel for that category
4. Staff can reply using [p]dm <user> <message>
5. User receives the reply in DMs

Staff Experience

1. Support messages appear in category-specific channels
2. Each message shows user info, category, roles, join date
3. Staff reply with [p]dm @user message
4. All interactions are logged (if log channel is set)
5. Staff can block abusive users with control buttons

Configuration Storage

• Guild Settings: Categories, channels, logging, options
• User Settings: Block status, category preferences, last contact time

Comparison to Built-in Commands

Feature	Red Built-in	Support Cog
Basic contact/dm	✅	✅
Categories	❌	✅
Custom channels	❌	✅
Custom greetings	❌	✅
User blocking	❌	✅
Logging	Limited	✅ Full
Embeds	Basic	✅ Enhanced
Anonymous mode	❌	✅
Category emojis	❌	✅
Multi-server	Limited	✅ Better

Tips

• Use categories to organize by department (billing, tech, general)
• Set custom greetings to set response time expectations
• Enable logging to keep track of all support interactions
• Use anonymous mode if staff prefer to keep names private
• Block abusive users to prevent spam

Support & Feedback

For issues, suggestions, or contributions, please visit the EveCogs repository.

Credits

Created for Red-DiscordBot V3 as a modernized replacement for the built-in contact/dm system.