SaaS Customer Community server template
For SaaS founders, dev tools and beta programs. Designed to scale to 10,000+ members with forums instead of chat for support.
- SaaS products with a user community
- Dev tools and open-source projects
- Beta tester programs
Channels and categories
START HERE
- # welcome text
What this server is for, where to get support, response times.
Access: Everyone can read; only Staff can post
- # rules text
Community rules and code of conduct.
Access: Everyone can read; only Staff can post
- 📣 announcements announcement
Product news. Members can Follow this into their own servers.
Access: Everyone can read; only Staff can post
- 📣 changelog announcement
Release notes, posted automatically by webhook.
Access: Everyone can read; only Staff can post
SUPPORT
- 💬 help forum
One post per question. Tags: Billing, Bug, How-to, Integrations, Solved. Search before posting.
Access: Members can read and post
- 💬 bug-reports forum
Template: steps to reproduce, expected, actual, version, screenshots.
Access: Members can read and post
- # open-a-ticket text
Account or billing issue that needs privacy? Press the button.
Access: Everyone can read; nobody posts (ticket panel only)
PRODUCT
- 💬 feature-requests forum
One idea per post. Upvote with the default reaction. Tags: Planned, In progress, Shipped, Not planned.
Access: Members can read and post
- 💬 show-and-tell forum
What you built with the product.
Access: Members can read and post
- # general text
Chat with other users.
Access: Members can read and post
BETA
- # beta-announcements text
Builds, test plans and known issues.
Access: Beta Tester role only; Staff posts
- 💬 beta-feedback forum
Feedback on beta features.
Access: Beta Tester role only
LIVE
- 🎙️ office-hours stage
Monthly roadmap and Q&A sessions.
Access: Members listen; speakers invited by Staff
STAFF
- # team text
Internal coordination.
Access: Hidden from everyone except Staff
- # mod-log text
AutoMod alerts and bot logs.
Access: Hidden from everyone except Staff
- # ticket-transcripts text
Closed ticket transcripts.
Access: Hidden from everyone except Staff
Roles and permissions
| Role (highest first) | Purpose | Key permissions | Assigned by |
|---|---|---|---|
| Admin | Founders | Administrator | Owner, manually |
| Team | Employees: support, product, engineering | Manage Messages, Manage Threads, Timeout Members, Manage Events, View Audit Log | Admin |
| Community Mod | Trusted volunteers | Manage Messages, Manage Threads, Timeout Members | Team |
| Customer | Verified paying customer (badge + priority) | None extra; used for priority tags | Linked Roles or Team after verification |
| Beta Tester | Opted into beta program | View BETA category | Onboarding question or Team |
| Release pings | Opt-in changelog pings | None | Onboarding question |
- @everyone can view START HERE, SUPPORT, PRODUCT and LIVE; deny View Channel on BETA and STAFF.
- #open-a-ticket: deny Send Messages for @everyone; the ticket bot needs Manage Channels and Manage Roles to create private ticket channels.
- Forum channels: allow Create Posts for @everyone; restrict Manage Threads (and tag editing) to Team and Community Mod.
- The webhook for #changelog needs no bot: Channel settings > Integrations > Webhooks.
Onboarding questions
How do you use the product? (required, pick one)
- • I'm a paying customer → Shows #help and #open-a-ticket first (Customer role via verification)
- • I'm on a free plan or trial → Default channels
- • I'm evaluating it → Shows #show-and-tell and #general
What are you interested in? (optional, pick any)
- • Getting help → #help, #bug-reports
- • Shaping the roadmap → #feature-requests
- • Testing beta features → Beta Tester role
- • Release pings → Release pings role
Onboarding needs Community enabled. Never grant paid roles from an onboarding answer: anyone can pick any answer. See onboarding setup.
AutoMod rules
| Rule | Setting | Response |
|---|---|---|
| Block Mention Spam | On. Start with a low mention limit per message (Discord lets you choose the number) and enable raid protection. | Block message + send alert to #mod-log + timeout member |
| Block Suspected Spam Content | On for all channels. | Block message + send alert to #mod-log |
| Block Commonly Flagged Words | Enable the preset lists (insults and slurs, sexual content, severe profanity) that match your audience. | Block message with a short custom explanation |
| Custom keyword rule: scams | Keywords such as *free nitro*, *steam gift*, *airdrop*, *crypto giveaway*, *dm me for*. Exempt Staff. | Block message + alert #mod-log + timeout member |
| Member profile filter | Block the same scam terms plus impersonation patterns like *admin*, *support team*, *moderator* in usernames and nicknames. | Block member from interacting until they change their name |
| Custom keyword rule: invite links | Block *discord.gg/* and *discord.com/invite* outside staff. Exempt Team and Community Mod. | Block message + alert #mod-log |
Configure in Server Settings > Safety Setup > AutoMod. AutoMod guide.
Recommended bots and why
Ticket Tool recommended
Private support tickets
A button panel that opens a private channel between a member and staff, with transcripts. Set up from its web dashboard.
Carl-bot recommended
Role menus, logging, tags
Reliable reaction/button role menus for anything Onboarding doesn't cover, detailed mod logs, and saved 'tags' for answers you type every week.
GitHub (webhook) optional
Changelog and release posts
GitHub webhooks can post releases to a Discord webhook URL (append /github) with no bot to maintain.
Statbot optional
Analytics beyond Server Insights
Message and voice activity by channel and member over time, useful once you want retention data.
Wick optional
Anti-raid and anti-nuke
Extra protection for public or fast-growing servers: raid detection and limits on destructive admin actions.
Bot features and premium plans change; check each bot's site. Grant only the permissions a bot asks for, never Administrator.
Welcome messages
#welcome
Welcome to the {Product} community.
**Need help?** Search #help first; most answers are already there. If not, create a post with the right tag.
**Found a bug?** Use #bug-reports and fill in the template.
**Private account or billing issue?** Open a ticket in #open-a-ticket. Never share passwords or API keys in public channels.
**Have an idea?** Post it in #feature-requests and upvote others.
The team answers on weekdays, {hours} {timezone}.#bug-reports (forum guidelines)
**Steps to reproduce:** **Expected:** **What happened:** **Plan / version / browser:** **Screenshot or video:**
Server Guide welcome message
Hi [@username]! Search #help before posting; most questions are answered there.
Setup checklist
Before you start
- ☐ Decide support hours and publish them
- ☐ Decide what goes to tickets vs public forum (billing, account data = tickets)
Structure
- ☐ Create roles, categories and channels
- ☐ Create forum tags and post guidelines for #help, #bug-reports, #feature-requests
- ☐ Set a default reaction (for example 👍) on #feature-requests for voting
Community features
- ☐ Enable Community
- ☐ Onboarding questions and default channels
- ☐ AutoMod rules, alerts to #mod-log
- ☐ Make #announcements an Announcement channel so customers can follow it
Bots and automation
- ☐ Ticket Tool: invite, configure panel on the dashboard, send panel to #open-a-ticket, set transcripts channel
- ☐ Webhook for #changelog from GitHub releases or your changelog tool
- ☐ Optional: Linked Roles to verify customers
Launch
- ☐ Seed #help with your 10 most common questions as solved posts
- ☐ Add the invite link to your app's help menu and docs
- ☐ Run the first office hours as a Scheduled Event
Guides for this setup
Get the SaaS Customer Community pack
Ready-to-import pack for $49, or we build it in your server for $299.