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Good support on Discord: 7 habits that give faster answers

Good support is rarely about answering more. It is about answering less, and about the right person answering the first time. Here are seven habits that work on both small and large servers.

1. Answer the obvious before the ticket is opened

A large share of all tickets are the same few questions: How do I get in? When do you answer? Where do I find my ID? Write the answers in one place, and show them the moment someone is about to open a ticket.

In Ticket System it is called "Answers before a ticket". The member sees the answers first and chooses "That solved it" or "Open a ticket anyway". The overview shows how many tickets you have avoided. Free has 2 answers per category, Premium has 8.

2. Keep the categories few and clear

Every extra button is a choice the member can get wrong. Two to five categories are enough for most. Give them names people would use themselves: "Unban", not "Sanction appeal".

If a ticket lands in the wrong place anyway, move it instead of asking the member to start over.

3. One ticket, one owner

Tickets are forgotten when everyone thinks someone else has it. Let whoever answers first claim the ticket, so the channel shows who has it. If someone else needs to take over, say so and hand it on.

With claim lock Premium only the person who claimed the ticket can write in it. That keeps things calm when several staff members are watching.

4. Write the good answers once

If you have explained the same thing three times, save the answer. A quick reply is sent with two clicks, is always equally friendly and is right every time. Keep them short, and start with the member's name.

5. Say when you will answer

Waiting is bearable when you know how long it lasts. A ticket with no answer for two hours feels like being ignored. A ticket that says "We usually answer within an hour" does not.

Ticket System shows your usual response time in new tickets once the server has closed a few. With opening hours Premium the member is told outside opening hours when you are back, and staff are not pinged at night.

6. Close nicely, and ask how it went

Ask "Is it solved?" instead of just closing. It takes ten seconds and removes most "why did you close my ticket?". Ask for a rating afterwards, and read the low ones. That is where you learn something.

In Ticket System the user gets two buttons at "Is it solved?", and the ticket closes by itself on yes. If someone gives 1 or 2 stars, they can write why, and staff are notified right away.

7. Look at the numbers once a week

Five minutes every Monday is enough. What do people write about most? How long do they wait for the first answer? Who on the team carries the load? If the same question keeps coming, it belongs in habit number 1.

Put tags on tickets, e.g. Bug, Payment and Complaint, and the dashboard shows what people most often write about. With Premium you also get staff statistics with response times and a weekly report every Monday.

Start with one habit

You do not need all of it at once. Choose the habit that solves your biggest problem right now. For most it is number 1 or number 3.