OPEN CASES ◇
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Staff workspaceOverview
Connecting…
YOUR SUPPORT COMMAND CENTER
Great support.
Nothing missed.
A clear picture of your queue. A better next step for your team.
Your community. Your infrastructure.
WAITING TO CLAIM !
0Find work to claim →RESOLVED TODAY ✓
0Since midnight UTCALL-TIME CASES ◫
0Browse all cases →THE LAST SEVEN DAYS · UTC
The rhythm of your desk
OpenedResolved
YOUR NEXT BEST ACTION
Needs a first response
THE LIVE QUEUE
Recent cases
DESK HEALTH
Ready for your community.
✦
MORE THAN A TICKET CHANNEL
Context first. Better decisions next.
Evidence for reports. Reasons for appeals. Experience for applications. Order details for purchases.
YOUR PEOPLE. THE RIGHT ACCESS.
A workplace for your team.
Invite staff through Discord roles. Support departments and moderation records keep their own permissions.
Workplace members
These roles can sign in, share tasks, claim work, and comment. They do not automatically gain access to private support cases or moderation records. Existing support and specialist roles already have workplace access.
Task coordinators
These roles can edit, assign, and archive any staff task. Other staff manage tasks they created or were assigned, and can claim unassigned work.
CASE DESK
Your case queue
Claim it, investigate it, resolve it. Every update syncs with Discord.
CASE / REQUESTERDEPARTMENTASSIGNED TOSTATUS / PRIORITYFIRST RESPONSE
TEAM INSIGHTS
The work behind the desk.
Measured from your stored cases, not estimated activity.
FIRST RESPONSE
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Average time to the first staff message.
REQUESTER SATISFACTION
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Ratings submitted by requesters after closure.
Department volume
Staff performance
Attributed to the current / final assignee.
MANAGE YOUR DESK
Open the right doors.
Private channels, clear permissions, and a panel your members can actually use.
Case intake
The transcript is archived and sent to the requester by DM first. If delivery fails, the channel is kept until you retry. Closed cases stay searchable here.
Server managers always have dashboard access. The support role can manage cases. Department-specific roles get access to their own department.
LESS REPETITION. MORE ATTENTION.
Your team’s toolkit.
Consistent replies, clear response goals, and room for a human touch.
THE REPLY LIBRARY
Write once. Make it personal.
Staff can insert these into a case, edit them, then send. In Discord, use /case reply. Department-specific replies stay in their lane.
{username}{player}{case}{department}
Placeholders use the requester’s display name, Minecraft player name, case number, and department. No secrets or private notes.
INTAKE, WITH INTENTION
Ask the right questions.
Up to 10 departments. Four custom questions each, plus Minecraft username.
BRIDGE YOUR COMMUNITY
Discord meets Minecraft.
Server health, verified identities, and read-only vanilla ban tracking. No console access or automated punishments.
PAPER CONNECTOR
Connect your server
Loading connector status…
PLAYERS—
SERVER TPS—
VERIFIED LINKS0
The plugin uses your dashboard base URL and Discord server ID. A separate connector key authenticates only Minecraft requests.
Demo mode: status can be explored, but connector keys and external connections are disabled.
SAVE THIS KEY NOW
Shown once. Cleared after five minutes or when you leave this page. Keep it in the plugin's private config, never in chat or screenshots. Only a hash is stored by ServerDesks.
VERIFIED, NOT SELF-REPORTED
Linked players
The latest 100 verified links for this Discord server. Linking requires an online-mode Paper server. Players manage their own link with Discord commands.
FIRST-LINE SUPPORT
A little help from AI.
Answers from your knowledge base. People in control.
Connect OpenAI
Not connectedBring your own API key. Usage is billed separately by the selected provider. Switching keeps each provider’s saved key and model separate.
Stored encrypted on this host. Never included in settings responses, browser storage, or backup exports. This provider’s environment key takes over if its saved key is removed.
Choose a model supporting structured JSON output. Claude defaults to Sonnet 4.6. Save provider changes before testing an answer.
Approved knowledge
Add your FAQ, store policies, troubleshooting steps, and useful links. When an answer is missing, the assistant hands off to staff.
ANSWER IN THESE DEPARTMENTS
MAKE IT YOURS
A desk that feels at home.
Your community’s colors and voice, carried into Discord.
Bot appearance
Discord displays one activity for the bot across all servers. The most recently saved server setting is used.
ACCOUNTABILITY
Nothing lost in the handoff.
The latest 100 management events. Internal notes stay inside their case.
THE FIELD GUIDE
From setup to resolution.
ServerDesks is a support and staff-workflow bot—not a payment processor or a Minecraft punishment plugin.
1. Set up your server
In Desk setup, choose a private category, a support role, and optionally an activity log. Server managers can configure the desk; staff can manage their permitted departments.
The bot needs View Channel, Send Messages, Embed Links, Read Message History, Manage Channels, and Manage Roles. Put its role above roles it must manage and allow it access to the panel channel.
2. Customize intake
Each department has its own questions, routing category, and optional specialist role. Reports ask for evidence, appeals ask for context, applications ask for experience, and purchases ask for order details.
Save changes, choose a destination, and click Post panel. You can also use /panel in Discord.
3. Work a case
A member selects a department, answers the form, and gets a private channel. Open the case in the queue to claim, assign, set priority, reply, or keep a private staff note.
Accept or reject records a reason and closes the case. It does not automatically ban/unban a player, grant staff roles, refund money, or deliver purchases.
4. Close the loop
Closing captures history, saves an archive, and DMs the transcript to the requester. By default the channel is deleted after delivery. If DMs or deletion fail, the channel is kept and a retry action appears. Reopening creates a new channel when needed. Read the transcript directly in the DM using page buttons, or optionally download HTML. Ratings live in that same message.
Download an HTML transcript from a case, or a server JSON backup from Activity log. Internal notes are excluded from transcripts but included in administrative backups.
AI answers, with human oversight
In AI assistant, choose OpenAI or Claude (Anthropic), save that provider’s API key, add approved answers, select departments, set request caps, and save. Generate a preview before enabling automatic answers. Enable Staff reply drafts to generate suggestions inside cases without automatic replies. API usage is billed separately; local demo answers are simulated.
AI replies are labeled and pause when staff claim or reply. Members can request a human at any time. AI never closes cases, issues refunds, decides appeals, or performs Minecraft actions. Private notes are excluded; recent requester conversation is sent only to the selected provider with best-effort sensitive-data redaction.
Hosting & troubleshooting
On the hosted service, the operator runs the bot and dashboard. Community owners verify their purchase and activate their server; staff sign in with Discord and get only the access allowed by their current server roles. Use the public URL provided by the operator?localhost works only on this computer.
If you run a self-hosted installation instead, keep npm start running and configure your own Discord application, bot token, and server/VPS.
For public hosting, use HTTPS, set your dashboard URL and OAuth redirect, enable secure cookies behind a trusted reverse proxy, and keep demo mode off. Back up the entire data directory with the service stopped, or use the server backup export for an online snapshot.
Full transcripts need Message Content Intent. ServerDesks enables it automatically for eligible applications; if it cannot, a warning appears above. No Guild Members or Presence intent is needed.
If Discord rejects an action, check channel overrides and the bot’s role position. If history capture or locking fails, the case stays open. If delivery or deletion fails after closure, the dashboard shows a pending warning and keeps the channel for retry. See the included README for installation and recovery details.