Discord Bot

BetaHub’s Discord bot transforms your community server into a powerful bug reporting and engagement platform.

Overview

BetaHub assigns a dedicated Discord bot for each project that can:

• Collect bug reports using multiple submission methods
• Gather feature suggestions from your community
• Handle support tickets with AI-powered assistance
• Provide instant AI-powered support answers
• Broadcast new release announcements
• Facilitate community interactions and discussions

The bot proactively engages users through direct messages and threads, seeking further details and requesting screenshots, videos, or log files.

Prerequisites

Before setting up the Discord bot, ensure you have:

Required

• ✅ Active BetaHub Account - Sign up here if you don’t have one
• ✅ Created Project in BetaHub - The bot connects to a specific project
• ✅ Discord Server with Administrator Permission - Required to invite and configure the bot
• ✅ Discord Desktop or Mobile App - Web client has limited bot functionality

Optional (for specific features)

• Support Knowledge Base - For AI-powered help features (Setup guide)
• Bloxlink or RoVer - For Roblox player verification (See below)

Estimated setup time: 10-15 minutes for basic configuration

Quick Setup

Step 1: Access Bot Configuration

1. Go to BetaHub and log in
2. Select your project from the dashboard
3. Navigate to Settings → Discord Bot in the left sidebar

Step 2: Invite Bot to Your Discord Server

1. In the BetaHub Discord Bot settings, click the “Add to Discord” button
2. Select your Discord server from the dropdown menu
3. Review the requested permissions, it’s recommended to keep all of them
4. Click “Authorize” to add the bot to your server
5. Complete the CAPTCHA verification

The bot will now appear in your Discord server’s member list.

Step 3: Configure Basic Settings

1. In Discord, use the /install command to open the interactive setup menu.
2. If prompted, connect your project first using /set project <project_token> (find your token in BetaHub → Settings → Discord Bot).
3. Once connected, you’ll see a menu with configuration options:
   • 🐛 Bugs - Set up bug reporting channels and methods
   • 💡 Suggestions - Configure feature suggestion collection
   • 🎫 Tickets - Enable support ticket system
   • 📊 Sentiments - Enable community sentiment tracking
   • ⚙️ Customize - Personalize bot messages
4. Click any button to see setup instructions for that feature. Most configuration is done via /set commands shown in each section.

Step 4: Verify Setup

In your Discord server, type:

/info

Expected response: The bot displays your project name, configured channels, and permission status.

Try reporting a test bug:

/report

Expected response: A dialog opens where you can enter bug details. After submission, the bug appears in your configured channel.

Command Reference

Complete list of all available Discord bot commands and their usage.

User Commands

Commands that any server member can use:

Admin Commands

Commands that require Manage Channels permission or Server Owner role:

Common Use Cases

Initial Setup:

/install              # Start here - opens setup wizard
/set project <token>  # Connect to your BetaHub project
/set channel #bugs    # Configure where bugs are posted

Enabling Features:

/set ai true          # Turn on AI detection
/set threadmode true  # Create threads for each report
/set debug true       # See why bot is/isn't acting on messages

Getting Help:

/help                 # See available commands
/info                 # Check current configuration
/ask How do I...      # Get AI-powered answers

User Actions:

/report               # Report a bug (opens dialog)
/suggest              # Submit feature idea
/ticket               # Create support ticket

Required Permissions

Basic Requirements (Always Needed)

• View Channels - Browse channels and identify bug report channel
• Send Messages - Post bug reports and messages
• Embed Links - Provide visual information to reporters
• Manage Channels - Required for setup commands (/install, /info, /set)

Optional Features

• Send Messages in Threads - Create and manage discussion threads
• Create Public/Private Threads - Organize bug report discussions
• Attach Files - Include screenshots in release announcements
• Mention Everyone - Notify about new releases

Bug Reporting Methods

Choosing Your Bug Reporting Method

The Discord bot supports multiple ways for users to submit bugs. You don’t need to enable all methods—choose based on your community’s needs.

Recommended Starting Point

New to BetaHub Discord Bot? We recommend starting with one of these methods:

Option 1: Forum Integration (Best for most communities)

• ✅ Natural conversation-based reporting
• ✅ Organized threaded discussions
• ✅ No need for users to learn commands
• ✅ Community can discuss issues together

Option 2: Report Button (Best for simplicity)

• ✅ One-click access for users
• ✅ Works immediately after setup
• ✅ High visibility in channels
• ✅ Familiar button interface

Add more methods later as your community grows and you identify specific needs.

Method Comparison

Decision Guide

Does your community already use Discord forum channels for feedback?

• ✅ YES → Start with Forum Channel Integration
• ❌ NO → Continue below

Want the simplest possible setup?

• ✅ YES → Start with Report Button
• ❌ NO → Continue below

Need structured data with custom fields?

• ✅ YES → Use /report Command
• ❌ NO → Start with Forum Integration or Report Button

Want automatic bug detection from conversations?

• ✅ YES → Enable Listen Mode (advanced, requires monitoring)

1. Forum Channel Integration

Transform Discord forum channels into automatic bug report collection systems. Users create threads naturally, and they’re automatically converted into BetaHub issues with full synchronization.

Best for: Communities using Discord’s native forum channels for organized discussions.

→ Jump to Forum Channel Integration guide for quick setup and full documentation.

Forum Channel Integration

Transform your Discord forum channels into streamlined bug tracking and feature request collection hubs. This powerful feature works with both Bug Reporting and Suggestions—when users create threads in configured forum channels, the bot automatically converts them into organized issues in BetaHub without any commands required.

Overview

Forum channel integration provides a natural, conversation-based approach to collecting bug reports and feature suggestions:

• Automatic Issue Creation - New forum threads become BetaHub issues automatically
• Quality Control - Minimum description requirements ensure detailed reports
• Full Synchronization - Comments, attachments, and status updates sync between Discord and BetaHub
• Community Engagement - Users discuss issues directly in forum threads

Best For:

• Communities comfortable with Discord’s forum channels
• Projects wanting organized, threaded discussions for each issue
• Teams that prefer natural conversation over structured forms

Quick Start

Get forum integration running in three steps:

1. Create a Forum Channel (if you don’t have one already)
   • In Discord, create a new channel and select “Forum” as the channel type
   • Name it something clear like #bug-reports or #feature-ideas

2. Configure BetaHub Bot

   For bug reports:

   /set key bugs_channel value +#bug-reports

   For feature suggestions:

   /set key suggestions_channel value +#feature-ideas

Syntax Note: The + prefix adds a channel to the list of monitored channels. Use - to remove a channel, list to view all configured channels, and clear to remove all channels. This allows you to monitor multiple forum channels simultaneously.

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1. Test It Out
   • Create a new thread in your forum channel with a detailed description
   • The bot will automatically create an issue in BetaHub and link it to the thread

Expected result: Within 5-10 seconds, the bot posts a confirmation message in the thread:

✅ Bug report created successfully!

Status: **Open**
Priority: **Medium**

View Issue: [link to BetaHub]

Feel free to attach any additional screenshots, videos, or log files
to this thread - they'll be automatically added to the bug report.

If you don’t see this response, check the Troubleshooting section.

How It Works

For Users

When a community member creates a new thread in a configured forum channel:

1. User creates thread with a title and initial message
2. Bot validates description to ensure it meets minimum length requirements
3. Issue is created in BetaHub with a confirmation message posted to the thread
4. Ongoing discussion - All subsequent messages in the thread become comments on the issue

Example user experience:

User creates thread: "Game crashes when opening inventory"
Initial post: "Every time I press 'I' to open my inventory, the game freezes
for 3 seconds then crashes to desktop. This happens consistently. I'm on
Windows 11, RTX 3070."

Bot responds:
✅ Bug report created successfully!

Status: **Open**
Priority: **Medium**

View Issue: [link to BetaHub]

Feel free to attach any additional screenshots, videos, or log files
to this thread - they'll be automatically added to the bug report.

Short Description Handling

If a user’s initial message is too short, the bot requests more details:

User creates thread: "Inventory broken"
Initial post: "Can't open inventory"

Bot responds:
Thanks for reporting this bug! To help our team categorize and resolve it
faster, could you provide a more detailed description in your next message?

**Current length:** 21 characters
**Required:** At least 70 characters

**Example of a good description:**
> When I click the 'Save' button in the settings menu, nothing happens.
> I expected my changes to be saved. This happens every time on Chrome
> browser, Windows 10.

Just post your detailed description as the next message in this thread,
and I'll create the bug report for you!

Once the user posts a longer message, the issue is created automatically using that description.

Setup and Configuration

Configure Bug Report Forums

Add one or more forum channels for bug reporting:

Multiple forum channels:

/set bugs_channel +#bug-reports
/set bugs_channel +#mobile-bugs
/set bugs_channel +#gameplay-issues

View configured channels:

Remove a channel:

Configure Feature Suggestion Forums

Add forum channels for feature requests:

Management commands:

• Add: /set suggestions_channel +#feature-ideas
• List: /set suggestions_channel list
• Remove: /set suggestions_channel -#feature-ideas
• Clear all: /set suggestions_channel clear

Set Minimum Description Lengths

Control the quality of submissions with length requirements:

For bug reports:

For suggestions:

Why this matters:

• Ensures reporters provide enough detail for your team to act on
• Reduces back-and-forth requesting more information
• Improves issue quality and resolution time
• Default: 70 characters (adjustable to fit your needs)

Finding the right length:

• Too short (< 50): Users frustrated by constant rejections
• Recommended (70-100): Good balance of quality and accessibility
• Too long (> 150): May discourage legitimate reports

Synchronization

Forum threads stay in sync with BetaHub issues automatically:

Comments

Discord → BetaHub:

• Users reply in the forum thread
• Bot posts each message as a comment on the BetaHub issue
• User’s Discord name appears as the comment author

BetaHub → Discord:

• Team members comment on issues in BetaHub
• Comments appear in the Discord forum thread
• Includes author name and timestamp

Attachments and Media

Users can attach files directly to forum threads:

Images:

• Screenshots automatically uploaded to BetaHub
• Visible in the issue’s attachments section
• Bot confirms: “Thanks for the screenshot! It has been attached to the issue.”

Videos:

• Video clips uploaded as issue attachments
• Useful for demonstrating bugs or showcasing desired features

Log Files:

• Text files uploaded as log file attachments
• Helps developers debug technical issues

Multiple attachments:

• Users can attach multiple files across different messages
• All attachments are collected and uploaded to the BetaHub issue
• Works for both the initial post and follow-up messages

Status Updates

When your team updates an issue status in BetaHub:

• Status change message appears in the Discord forum thread
• Users stay informed about progress without leaving Discord
• Example: “The status of the Bug: Inventory crash has been changed to In Progress.”

Status updates include:

• Status changes (Open → In Progress → Resolved)
• Duplicate resolutions (with link to original issue)
• Assignment updates

User Experience

What Users See

When someone reports a bug via forum thread:

1. Create thread with descriptive title
2. Write initial message explaining the issue (at least 70 characters)
3. Receive confirmation with link to track the issue in BetaHub
4. Continue discussion by replying in the thread
5. Get updates when status changes or team members respond

Thread Lifecycle

Thread Created
    ↓
Bot validates description length
    ↓
[Long enough] → Issue created → Confirmation posted
    ↓
User adds screenshots → Auto-uploaded to BetaHub
    ↓
Team member comments in BetaHub → Appears in Discord thread
    ↓
Status changed to "Resolved" → Update posted to thread

Non-Author Interactions

When someone other than the original poster replies to a pending thread (waiting for longer description):

• Bot posts once: “Thanks for the info! Waiting for @OriginalPoster to provide more details…”
• Prevents spam of the same notification
• Only the original poster’s follow-up messages trigger issue creation

Best Practices

When to Use Forum Integration

✅ Great fit for:

• Communities already using Discord forum channels
• Projects wanting organized, threaded discussions
• Teams that value natural conversation over forms
• Long-term issues that benefit from ongoing discussion

⚠️ Consider alternatives for:

• Simple one-off bug reports (use /report command)
• Quick reports during gameplay (use mention-based reporting)
• Structured data collection (use custom fields with /report)

Forum Channel Setup Tips

Naming conventions: The bot auto-detects common forum channel names:

• Bug channels: #bugs, #bug-reports, #issues, #error-reporting
• Suggestion channels: #suggestions, #feature-requests, #ideas, #feedback

Channel organization:

• Create separate forums for bugs vs suggestions
• Use channel guidelines to explain the process
• Pin example threads showing good reports
• Enable slow mode (30-60 seconds) to encourage thoughtful posts

Description requirements:

• Set minimums that match your community’s communication style
• Test with real users before going live
• Adjust based on rejection rates and report quality
• Communicate requirements in channel description

Community Guidelines

Help users succeed with forum integration:

In your channel description:

🐛 Report bugs by creating a new thread here!

Please include:
✓ What happened (the bug)
✓ What you expected to happen
✓ Steps to reproduce
✓ Your device/platform

Minimum 70 characters required. The bot will guide you if needed!

Pin an example thread: Show the community what a good bug report looks like. Users learn by example better than by reading instructions.

Moderate early submissions: In the first week, actively help users who struggle with the format. This reduces frustration and sets the tone for quality submissions.

Troubleshooting

Forum Integration Not Working

Bot doesn’t respond to new threads:

• Verify the channel is actually a forum type (not a text channel with threads)
• Check that the forum channel is configured: /set bugs_channel list
• Ensure bot has Send Messages in Threads permission
• Confirm bot has View Channels permission for the forum

Issues not being created:

• Check minimum description length: /info shows current settings
• Verify the user’s message meets the minimum character requirement
• Look for error messages in the thread from the bot
• Ensure the bot is connected to BetaHub: /info shows project configuration

Attachments not uploading:

• Verify bot has Attach Files permission
• Check file size limits (Discord’s limits apply)
• Ensure the attachment is in a supported format
• Wait a moment - large files take time to process

Pending Forum Posts

Bot keeps asking for longer description:

• Count characters in your message (spaces and punctuation count)
• Current requirement shown in bot’s message
• Provide context, not just “doesn’t work” or “broken”
• Include what happened, what you expected, and how to reproduce

Other users can’t help:

• Only the original thread creator can complete pending forum posts
• Non-authors see: “Thanks for the info! Waiting for @OP…”
• This prevents accidental issue creation from side conversations

Stuck in pending state:

• Original poster should reply with a detailed message (70+ characters)
• If thread abandoned, moderators can delete it
• Old pending posts (>1 year) are cleaned up automatically

Permission Issues

Required permissions for forum integration:

• ✅ View Channels
• ✅ Send Messages
• ✅ Send Messages in Threads
• ✅ Embed Links
• ✅ Attach Files

Check permissions: Use /info to see missing permissions and current configuration.

Advanced: Combining with Other Features

Forum integration works alongside other BetaHub bot features:

With Listen Mode:

• Forum threads create structured issues
• Listen mode catches bugs in regular channels
• Both feed into the same BetaHub project

With Thread Mode:

• Forum threads are created by users (forum integration)
• Bot-created threads are for /report commands (thread mode)
• Different purposes, complementary features

With AI Support:

• Users can @mention bot in forum threads for instant help
• Support answers appear in the thread context
• Helps users self-solve before creating issues

2. /report Command

The primary method for intentional bug reporting:

• Opens dialog for detailed bug information
• Posts formatted report in designated channel
• Provides link back to BetaHub for editing
• Supports custom fields for collecting structured data (Configure custom fields →)

3. Listen Mode (AI-Powered)

Automatically detects bug reports in conversations:

Configuration:

Expected response:

Listen mode set to bugs_only. The bot will only listen for bug reports in configured channels.

Expected response:

Added #your-channel to the 'Bugs Channels' collection.

Options:

• all - Detect bugs and support requests
• bugs_only - Only identify bug reports
• support_only - Only support requests
• off - Disable automatic detection

Verify configuration: Run /info to see all current settings.

4. Report Button

Deploy interactive “Report a Bug” buttons for easy access:

Setup:

• Requires Manage Channels permission
• Posts customizable message with clickable button
• Opens same report dialog as /report command
• Ideal for pinning to bug report or support channels

Alternative Setup: Use /info command and click “Post ‘Report a Bug’ Message here” for quick deployment.

Benefits:

• High visibility for users
• No need to remember slash commands
• One-click access to bug reporting
• Can be posted in multiple channels

Suggestion Submission Methods

BetaHub’s Discord bot enables community members to submit feature suggestions directly through Discord.

Recommended: Use Forum Integration or Suggestion Buttons for the best user experience.

1. Forum Channel Integration

Let community members submit feature suggestions by creating threads in designated forum channels. The bot automatically converts threads into BetaHub feature requests with synchronized comments, attachments, and status updates.

Best for: Communities that prefer threaded discussions for each suggestion, enabling ongoing conversation and community feedback.

Learn about Forum Channel Integration →

2. Suggestion Buttons

Deploy interactive “Suggest a Feature” buttons for easy community access:

Setup:

• Requires Manage Channels permission
• Posts customizable message with clickable button
• Opens suggestion dialog for user input
• Ideal for dedicated suggestion or feedback channels

Alternative Setup: Use /info command and click “Post ‘Suggest a Feature’ Message here” for quick deployment.

3. /suggest Command

Alternative method for submitting feature suggestions:

Features:

• Opens modal dialog for detailed suggestion input
• Validates minimum description length requirements (default: 70 characters)
• Supports custom fields specific to your project
• Posts suggestion directly to your BetaHub project
• Provides confirmation with BetaHub link for tracking

User Experience:

1. User runs /suggest command
2. Modal opens with “Feature Suggestion” title
3. User enters description (4000 character max)
4. Optional custom fields displayed (if configured)
5. Suggestion created and confirmation message sent

Configuration

Minimum Suggestion Length

Set quality standards for suggestion descriptions:

Recommended values:

• Default: 70 characters
• Minimum allowed: 50 characters
• Too short (< 50): Vague ideas without context
• Recommended (70-100): Detailed, actionable suggestions
• Too long (> 150): May discourage quick suggestions

Why this matters:

• Ensures suggestions include sufficient detail
• Helps your team understand requested features
• Reduces need for clarification questions
• Improves prioritization decisions

User Experience: If a suggestion is too short, users receive immediate feedback:

Your suggestion description is too short. Please provide at least 70 characters
to help us understand your idea better.

Current length: 35 characters
Required: 70 characters

Custom Fields

Add project-specific fields to gather structured information with suggestions:

• Up to 4 custom fields supported per suggestion form
• Configure validation modes (optional, loose, strict)
• Customize placeholder text and display order
• Automatic syncing with BetaHub backend

→ Full Custom Fields Configuration Guide for setup instructions and best practices.

Message Customization

Customize the suggestion experience with three key templates:

Suggestion Button Message:

• Customize the text displayed with suggestion buttons
• Default: “📝 Have ideas for improving our game? Click the button below to suggest a new feature or improvement!”
• Example: “💡 Got a great idea? Share your feature suggestions and help shape the future of our game!”

Dialog Title:

• Personalize the suggestion submission modal title
• Default: “Feature Suggestion”
• Example: “Suggest a New Feature”

Submission Confirmation:

• Modify the success message after suggestion submission
• Includes suggestion details and BetaHub tracking URL
• Example: “✅ Thank you for your suggestion! Our team reviews all submissions. Track your idea at: [link]”

Access customization through /info → “Customize Messages”.

Best Practices

Encouraging Quality Suggestions

Channel Guidelines: Create clear guidelines for your suggestion channel:

💡 Feature Suggestions

Share your ideas to improve our game! Please include:
✓ What feature you'd like to see
✓ Why it would be valuable
✓ How it might work

Use /suggest or click the button below to submit your idea!

Pin Example Suggestions: Show the community what good suggestions look like by pinning well-written examples.

Regular Review:

• Acknowledge new suggestions within 48 hours
• Update status when suggestions move to development
• Share implemented features to encourage participation

Channel Setup

Dedicated suggestions channel:

• Create #suggestions or #feature-requests channel
• Post suggestion button for easy access
• Enable slow mode (60-120 seconds) to encourage thoughtful submissions
• Set channel topic: “Share your ideas! Use /suggest or the button below”

Alternative: Forum channel:

• Consider using forum channels for ongoing discussion
• Each suggestion becomes a thread with community feedback
• Enables voting through Discord reactions
• See Forum Channel Integration →

Managing Community Expectations

Status Updates:

• Use BetaHub status changes to inform community
• Updates appear in Discord when synced with forum threads
• Common statuses: Under Review → Planned → In Development → Released

Voting and Feedback:

• Enable reactions on suggestion posts for community voting
• Consider using 👍 👎 reactions for quick sentiment
• Review high-voted suggestions during planning

Duplicate Detection:

• BetaHub automatically detects similar suggestions
• Notify users when duplicates are found
• Link to existing suggestion for community consolidation

When to Use Suggestions vs Bugs

Help your community understand the difference:

Use Suggestions for:

• New features that don’t exist yet
• Improvements to existing features
• Quality of life enhancements
• Content requests
• Design or UI changes

Use Bug Reports for:

• Something broken or not working as designed
• Errors, crashes, or unexpected behavior
• Performance issues
• Data loss or corruption

Grey Area: Some submissions could be either:

• “The UI is hard to read” → Could be bug (if broken) or suggestion (if just unclear)
• “Feature X is slow” → Bug if abnormally slow, suggestion if asking for optimization
• When unclear, default to treating as bug for faster team attention

Troubleshooting

Suggestion button not responding:

• Verify bot has Send Messages and Embed Links permissions
• Check that project is properly connected: /info
• Ensure suggestions feature is enabled in BetaHub dashboard

“Description too short” error:

• Check current minimum length: /info
• Adjust with /set min_suggestion_length if needed (minimum: 50)
• Guide users to explain the “why” and “how” behind their idea

Suggestions not appearing in BetaHub:

• Verify project token is correct: /set project <token>
• Check BetaHub dashboard → Suggestions section
• Confirm user had network connection during submission
• Look for error messages in Discord

Custom fields not showing:

• Verify custom fields are configured in BetaHub dashboard
• Check that fields are set to “Feature Request” type
• Ensure fields are marked as “Active”
• Restart Discord client if fields don’t appear immediately

Ticket Submission Methods

BetaHub’s Discord bot provides a dedicated support ticket system for handling user inquiries, questions, and support requests—distinct from bug reports and feature suggestions.

Understanding Tickets vs Bugs vs Suggestions

When to use tickets:

• User needs help with a feature
• Account or authentication issues
• Questions about game mechanics
• General support inquiries
• Issues that aren’t bugs or feature requests

1. /ticket Command

The primary method for creating support tickets:

Features:

• Opens modal dialog for detailed ticket description
• Validates minimum length requirements (default: 70 characters)
• Supports custom fields specific to your project
• Integrates with Knowledge Base for instant AI answers before ticket creation
• Provides confirmation with BetaHub tracking link

User Experience:

1. User runs /ticket command
2. Modal opens with “Create a Support Ticket” title
3. User enters description (4000 character max)
4. [If Knowledge Base enabled] Bot searches for answer first
   • If answer found: Shows AI response with option to create ticket anyway
   • If no answer: Proceeds directly to ticket creation
5. Ticket created and confirmation message sent

2. Support Ticket Button

Deploy interactive “Create a Support Ticket” buttons for easy access:

Deployment:

• Use /info command → Click “Post Create a Support Ticket Message here”
• Requires Manage Channels permission
• Posts customizable message with clickable button
• Opens same modal dialog as /ticket command
• Ideal for pinning to support or help channels

Benefits:

• High visibility for users needing help
• No need to remember slash commands
• One-click access to support system
• Can be posted in multiple channels

Configuration

Minimum Ticket Length

Set quality standards for ticket descriptions:

Recommended values:

• Default: 70 characters
• Minimum allowed: 50 characters
• Too short (< 50): Users frustrated by rejections
• Too long (> 150): May discourage legitimate support requests

Why this matters:

• Ensures users provide enough detail for support team
• Reduces back-and-forth requesting clarification
• Improves ticket resolution time
• Better context for Knowledge Base matching

Custom Fields

Add project-specific fields to gather structured information with tickets:

• Up to 4 custom fields supported per ticket form
• Configure validation modes (optional, loose, strict)
• Customize placeholder text and display order
• Automatic syncing with BetaHub backend

→ Full Custom Fields Configuration Guide for setup instructions and best practices.

Knowledge Base Integration

When Support Knowledge Base is enabled, the ticket system provides AI-powered answers before creating tickets:

How it works:

1. User submits ticket description
2. Bot searches Knowledge Base for relevant answer
3. If answer found:
   • Shows AI-generated response
   • Includes helpful/unhelpful feedback buttons
   • Offers option: “Still need help? Create ticket anyway”
4. If no answer found:
   • Proceeds directly to ticket creation
   • Notifies user that ticket has been created

Benefits:

• Reduces ticket volume through self-service
• Faster resolution for common questions
• Improves user satisfaction with instant answers
• Identifies documentation gaps through “unhelpful” feedback

Learn more about Support Knowledge Base →

Message Customization

Customize the ticket experience through /info → “Customize Messages”:

Ticket Dialog Title:

• Customize the modal title
• Default: “Create a Support Ticket”
• Example: “Get Help from Support Team”

Ticket Button Message:

• Customize the text displayed with ticket buttons
• Default: “Need help? Click the button below to create a support ticket.”
• Example: “🆘 Having trouble? Our support team is here to help! Click below to submit a ticket.”

Ticket Submitted Confirmation:

• Modify the success message after ticket creation
• Includes ticket details and BetaHub tracking URL
• Example: “✅ Your support ticket has been created! Our team will respond within 24 hours. View ticket at: [link]”

Best Practices

When to Use Tickets

✅ Good use cases:

• “How do I link my account?”
• “I can’t log in to my account”
• “What does this setting do?”
• “Can you explain how X feature works?”
• General questions not related to bugs or features

⚠️ Use bugs instead for:

• “The game crashes when I do X”
• “This button doesn’t work”
• “I found an error in the menu”

⚠️ Use suggestions instead for:

• “Please add feature X”
• “It would be nice if Y”
• “Can you improve Z?”

Channel Setup

Dedicated support channel:

• Create #support or #help channel
• Post ticket button for easy access
• Pin channel guidelines explaining ticket system
• Set channel topic: “Need help? Use /ticket or click the button below”

Multiple support channels:

• Consider separate channels for different support types
• Example: #account-help, #technical-support, #billing
• Post ticket buttons in each channel
• Configure custom fields per channel type (if needed)

Response Management

• Configure auto-close for inactive tickets (Settings → Advanced)
• Set expected response time in channel description
• Train team to respond to tickets promptly
• Use ticket comments for follow-up questions
• Close tickets when resolved

Troubleshooting

Ticket button not responding:

• Verify bot has Send Messages and Embed Links permissions
• Check that project is properly connected: /info
• Ensure tickets feature is enabled in BetaHub dashboard

“Description too short” error:

• Check current minimum length: /info
• Adjust with /set min_ticket_length if needed (minimum: 50)
• Guide users to provide more context

Tickets not appearing in BetaHub:

• Verify project token is correct: /set project <token>
• Check BetaHub dashboard → Tickets section
• Confirm user had network connection during submission
• Look for error messages in Discord

Knowledge Base not working:

• Verify Support Knowledge Base is enabled (Settings → General)
• Ensure documentation is uploaded to knowledge base
• Check that knowledge base has indexed content
• Test with known questions from documentation

AI-Powered Support Features

The Discord bot integrates with BetaHub’s Support Knowledge Base to provide instant AI-powered answers to common questions, reducing support workload and enabling self-service problem resolution.

Setup Checklist

Before users can get AI-powered help, complete these steps:

1. ✅ Enable Support Knowledge Base
   • Go to your BetaHub dashboard → Settings → General
   • Enable Support Knowledge Base
   • Upload your game documentation
   • Complete setup guide →
2. ✅ Test Basic Functionality
   • Run /ask in Discord with a test question
   • Verify the bot returns an accurate answer
   • Check that feedback buttons appear
3. ⚙️ Customize Messages (Optional)
   • Run /info and click “Customize Messages”
   • Personalize dialog titles and answer templates
   • View customization options →
4. 📢 Announce to Community
   • Tell users about the new AI support feature
   • Share examples of good questions to ask
   • Monitor feedback in your dashboard

Ready? All methods work automatically once knowledge base is enabled. Choose how users will discover the feature below.

Three Ways to Get Instant Help

Choosing the Right Methods

Recommendation: The /ask command works for all users automatically. Add help buttons to support channels for visibility. Bot mentions work everywhere the bot can see messages.

1. /ask Command

The primary method for users to ask questions directly:

• Opens modal dialog for structured question input
• 30-500 character requirement ensures detailed questions
• Returns AI-generated answer from knowledge base
• Includes feedback buttons (✅ Helpful / ❌ Unhelpful) for answer quality

User Experience:

1. User runs /ask command
2. Modal opens with text input field
3. User types question (minimum 30 characters)
4. Bot searches knowledge base and responds
5. Answer appears with “Was this helpful?” feedback buttons

2. Mention the Bot

Users can get instant help by mentioning the bot anywhere in the server:

How it works:

• User mentions bot (e.g., @BotName how do I reset my password?)
• Message must be at least 30 characters (excluding mentions)
• Bot automatically searches knowledge base
• Returns answer in the same channel

Example:

@BotName I'm getting a connection error when I try to join multiplayer. How can I fix this?

Benefits:

• Natural conversation flow
• No need to remember commands
• Works in any channel where bot has permissions
• Great for quick questions during discussions

3. Instant Help Button

Administrators can deploy persistent help buttons in channels for easy user access:

Setup:

• Requires Manage Channels permission
• Posts customizable message with clickable button
• Opens same modal dialog as /ask command
• Ideal for pinning to help or support channels

Alternative Setup: Use /info command and click “Post Instant Help Button” for quick deployment.

User Experience Flow

When users request help through any method:

1. Searching Message - Bot shows “🕒 Searching for an answer. Please wait…”
2. Answer Found - Displays AI-generated answer with:
   • Customizable introduction message
   • Knowledge base answer
   • Optional footer with additional resources
   • Feedback buttons (thumbs up/down)
3. No Answer Found - Shows customizable “no answer” message directing users to alternative support

Rate Limiting

To prevent spam and manage costs:

Default Limits:

• 8 questions per user per hour
• Limits reset on a rolling hourly basis
• Separate limits for each user
• Server owners and users with Manage Channels permission are exempt from rate limits

User Experience:

• Clear message when limit reached: “You’ve reached the question limit. Try again in X minutes.”
• Limit doesn’t affect bug reports or suggestions

Adjusting Limits: If default limits don’t fit your community needs, contact support to discuss custom limits for your project.

Message Customization

Customize the support experience through /info → “Customize Messages”:

Available Templates:

• Dialog Title - Customize the modal title for /ask and instant help button
• Answer Introduction - Message shown before the AI answer
• No Answer Message - Displayed when knowledge base can’t help
• Button Label - Customize instant help button text (default: “💡 Get Instant Help”)

Example Customizations:

Dialog Title: "Ask Our AI Assistant"
Answer Intro: "Here's what I found that might help:"
No Answer: "I couldn't find an answer. Please contact support at #help-desk"
Button Label: "🤔 Need Help?"

Feedback and Improvement

All knowledge base interactions include feedback collection:

• Helpful/Unhelpful Buttons - Users rate answer helpfulness with ✅ or ❌
• Feedback Tracking - Monitor in BetaHub dashboard
• Gap Detection - Identify missing information
• Continuous Improvement - Add content for frequently asked unanswered questions

View feedback data in your BetaHub dashboard →

Advanced Configuration

Custom Fields Configuration

Enhance bug reports, feature suggestions, and support tickets by adding custom fields that appear in Discord submission dialogs. Custom fields help you collect specific information relevant to your project—like platform details, game version, or user account information.

Benefits:

• Collect structured data - Gather consistent information across all submissions
• Improve triage efficiency - Key details upfront reduce back-and-forth communication
• Flexible validation - Make fields optional, loosely validated, or strictly required
• Customizable experience - Set placeholders and display order to guide users

Field Limits:

• Bug reports: Up to 3 custom fields (2 fixed + 3 custom = 5 Discord maximum)
• Suggestions: Up to 4 custom fields (1 fixed + 4 custom = 5 Discord maximum)
• Tickets: Up to 4 custom fields (1 fixed + 4 custom = 5 Discord maximum)

Quick Start

Get custom fields working in three steps:

Step 1: Create Field in BetaHub

1. Go to BetaHub dashboard → Settings → Custom Fields
2. Click “Add Custom Field”
3. Configure the field:
   • Identifier: Short code like platform or game_version (used in commands)
   • Display Name: Human-readable label like “Platform” or “Game Version” (shown in Discord)
   • Field Type: Select Text (required for Discord bot)
   • Applies To: Choose Bugs, Suggestions, or Tickets
   • Players can set: Enable this (required for Discord bot)
   • Required: Choose based on your needs
4. Save the field

Step 2: Enable in Discord

First, discover available fields:

Then enable a field:

Expected response:

✅ Custom field `platform` configured with validation mode `optional`.

💡 Tip: You can customize the placeholder text with:
`/set custom_field:platform:placeholder "Your placeholder text here"`

Step 3: Test It

Run /report, /suggest, or /ticket and you’ll see your custom field in the dialog!

Configuration Commands

List available fields:

Shows three sections:

• 🟢 Currently Configured - Fields enabled in the bot with their validation modes
• ✅ Available to Configure - Backend fields you can enable
• ❌ Not Available - Fields that don’t meet requirements (wrong type or players can’t set)

Enable/configure a field:

Replace IDENTIFIER with your field’s identifier (e.g., platform, game_version).

Validation modes:

• optional - Field appears in dialog but users can leave it empty
• loose - Field is required but no format validation applied
• strict - Field is required with validation
• off - Disable the field (remove from dialogs)

Customize placeholder text:

Placeholders guide users on what information to provide.

Set display order:

Lower numbers appear first in the dialog (1, 2, 3…). Use this to prioritize important fields.

Field Requirements

For a backend custom field to work with the Discord bot, it must meet these requirements:

Common Custom Field Examples

Platform/Device Information:

• Identifier: platform
• Display Name: “Platform”
• Placeholder: “e.g., Windows 11, macOS 14, iOS 17, Android 13”
• Validation: optional or loose

Game Version:

• Identifier: game_version
• Display Name: “Game Version”
• Placeholder: “Check in Settings → About (e.g., v1.2.3)”
• Validation: optional

Player ID:

• Identifier: player_id
• Display Name: “Player ID or Username”
• Placeholder: “Your in-game username or player ID”
• Validation: loose (if needed for debugging)

Account Email:

• Identifier: account_email
• Display Name: “Account Email”
• Placeholder: “Email associated with your game account”
• Validation: optional (for account issues)

Discovery and Error Handling

When you mistype a field identifier, the bot helps you find the right one:

Example error:

⚠️ Custom field `platfrom` not found on backend or not suitable for Discord bot.

Requirements:
• Field must exist in BetaHub project settings
• Field type must be text
• Players must be able to set this field

Please configure the field in BetaHub first.

Available fields you can configure:

Bugs:
• `platform` - Platform
• `game_version` - Game Version

💡 Use `/set custom_field:list` to see all fields with detailed information.

Best Practices

Field Naming:

• Use short, clear identifiers: platform not which_platform_are_you_using
• Keep display names concise: “Platform” not “What platform are you on?”
• Write helpful placeholders with concrete examples

Validation Strategy:

• Start with optional for new fields - observe usage patterns
• Use loose for important-but-not-critical fields
• Reserve strict for fields absolutely required for triage
• Too many required fields discourage reporting

Field Count:

• Fewer is better - each field adds friction to submission
• Prioritize fields that genuinely help triage/debugging
• Consider if information could come from automation instead (e.g., Roblox integration)
• Test with real users - watch for drop-off in submissions

Display Order:

• Put most important fields first (order: 1, 2, 3…)
• Group related fields together logically
• Platform/version fields typically go first
• Account identifiers can go last

Troubleshooting

Field not appearing in list:

• Verify field exists in BetaHub → Settings → Custom Fields
• Check “Field Type” is set to “Text”
• Ensure “Players can set” is enabled
• Confirm “Applies To” matches entity type (Bugs/Suggestions/Tickets)
• Restart backend server if you just created the field

“Field not found” error when enabling:

• Double-check the identifier spelling (use /set custom_field:list to see exact identifiers)
• Verify requirements: field type = text, players can set = enabled
• Ensure field is active (not disabled/deleted in backend)

Custom field not showing in dialog:

• Check you’re testing the right command (/report for bugs, /suggest for suggestions, /ticket for tickets)
• Verify field “Applies To” setting matches entity type
• Confirm field is enabled: /set custom_field:list shows it in “Currently Configured”
• Discord limit: Only first 3-4 fields display (depending on entity type)

Field value not saving to backend:

• Field values are automatically saved when user submits the form
• Check BetaHub issue/suggestion/ticket to verify data was received
• Ensure backend server is running and accessible
• Enable debug mode if submission fails: /set debug true

Device Information Field

Device info is a special bot-managed field that uses AI to parse and structure device information from user input. Unlike regular custom fields, device_info triggers backend LLM processing to extract structured data like CPU, GPU, OS, and mobile device details.

Enable device info field:

Validation modes:

• optional - Shows field, users can leave empty
• loose - Required field with basic parsing
• strict - Required field with strict validation and matching
• off - Hide device info field

How it works:

1. User enters device info in free text (e.g., “iPhone 14 Pro, iOS 17”)
2. Backend LLM parses and structures the data
3. Information stored as structured device configuration
4. Matched against known device database for consistency

Minimum Description Length

Set quality standards for bug descriptions:

Suggestion Length Requirements

Control the quality of feature suggestions by setting minimum length requirements:

Benefits:

• Ensures detailed, meaningful suggestions
• Reduces low-quality submissions
• Improves developer understanding of requested features
• Default setting: 70 characters minimum

User Experience:

• Users receive immediate feedback if description is too short
• Clear guidance on minimum requirements
• Validation occurs before BetaHub submission

Thread Mode

Create organized discussions for each bug report:

Benefits:

• Dedicated space for each bug discussion
• File uploads and additional information
• Reduced channel clutter
• Private or public thread options

Thread Channel Configuration

Control which channel is used for creating threads:

Options:

• #channel-name - Use specific channel for all threads
• true - Use first available bug channel (default behavior)
• false or disable - Disable thread mode

Benefits:

• Separate thread discussions from main bug reports channel
• Better organization with dedicated thread space
• Maintains backward compatibility when not configured

Status Display: The /info command shows your thread configuration:

• Explicitly configured: Shows which channel will be used
• Using fallback: Indicates automatic selection from bug channels

Thread Participants

Auto-add team members to bug report threads:

Management:

• Add users: +@user1 @user2
• Remove users: -@user1
• List participants: list
• Clear all: clear

Notification Methods

Control how users are notified about their bug reports:

Options:

• public - Reply in the channel
• dm - Send direct message
• dm_with_fallback - DM first, fallback to channel
• channel - Use dedicated notifications channel

Channel Configuration

Bug Reports Channel

Designate where bug reports are posted:

Support Channels

Add additional support-only channels:

Notifications Channel

Separate channel for bug notifications:

Releases Channel

Announce new releases automatically:

Features:

• Automatic release announcements
• Attached release images
• Auto-updates when releases are edited

Welcome Channel

Send welcome messages to new members:

User Management

Ignored Users

Exclude specific users from automatic detection:

Useful for:

• Excluding other bots
• Filtering out problematic users
• Preventing false positives

Permissions

Only users with Manage Channels permission or server owners can:

• Execute /set and /info commands
• Modify bot configuration
• Access sensitive settings

Message Customization

Available Variables

Customize bot messages using template variables:

User Variables:

• {{user.mention}} - @username mention
• {{user.username}} - Discord username

Bug Report Variables:

• {{issue.title}} - Bug report title
• {{issue.description}} - Full description
• {{issue.priority}} - Priority level
• {{issue.url}} - Link to BetaHub report

Other Variables:

• {{thread_mode}} - Thread mode status
• {{issue.potential_duplicate.url}} - Duplicate bug link

Customization Process

1. Use /info command
2. Click Customize Messages
3. Select message type
4. Edit template with available variables

Integrations

Support Knowledge Base

The Discord bot integrates with BetaHub’s AI-powered Support Knowledge Base to provide instant answers through multiple channels:

Three Ways Users Get Help:

• /ask command - Users open a dialog to ask questions directly
• Bot mentions - Users @mention the bot with their question in any channel
• Instant help buttons - Clickable buttons posted to channels by admins

Automatic responses also work with Listen Mode detection of support requests.

Features:

• AI-powered answers from your documentation
• Feedback collection via helpful/unhelpful buttons
• Rate limiting to prevent spam (8 questions per user per hour)
• Fully customizable messages and templates
• Smart filtering - only responds to questions, not general discussion
• Footer messages with additional resources

Learn about Discord AI support features →

Configure Support Knowledge Base →

Roblox User Verification

Automatically capture Roblox usernames and player IDs when users report bugs. This helps you track which Roblox players are experiencing issues and enables better player-specific debugging.

Supported Verification Services

BetaHub Discord Bot supports two Roblox verification providers:

• Bloxlink - Popular verification service with free and premium tiers
• RoVer - Alternative verification service with reliable API

You can configure either service individually, or enable both for automatic fallback (recommended for maximum reliability).

Setup with Bloxlink

Bloxlink is a widely-used Discord bot that links Discord accounts to Roblox profiles.

Setup Steps:

1. Visit Blox.link Developer Dashboard
2. Create a server key for your Discord server
3. Configure in Discord:
   /set key bloxlink_key value YOUR_SERVER_KEY

Requirements:

• Bloxlink bot installed in your Discord server
• Bloxlink account
• Valid server API key

Setup with RoVer

RoVer is an alternative Roblox verification bot with a robust API.

Setup Steps:

1. Visit the RoVer dashboard and obtain your API key
2. Configure in Discord:
   /set key rover_key value YOUR_API_KEY

Requirements:

• RoVer bot installed in your Discord server
• Valid RoVer API key

Using Multiple Providers (Recommended)

For improved reliability, configure both Bloxlink and RoVer. The bot will automatically handle fallback:

1. Bot attempts to fetch Roblox data from Bloxlink first
2. If Bloxlink returns no data or encounters an error, bot tries RoVer
3. First successful result is used

Setup both providers:

/set bloxlink_key YOUR_BLOXLINK_KEY
/set rover_key YOUR_ROVER_KEY

This ensures maximum uptime - if one service is unavailable, the other serves as backup.

What Information Gets Captured

When a user with a verified Roblox account reports a bug, the following information is automatically added to the bug report:

• Roblox Username - The player’s Roblox display name
• Roblox User ID - Unique numeric identifier for the player

This data appears in the bug report details and helps you:

• Identify which Roblox players are affected
• Track recurring issues from specific accounts
• Provide player-specific support and debugging
• Cross-reference with server logs using Roblox IDs

Disabling Verification

To disable a verification provider:

Troubleshooting

No Roblox data appearing in bug reports:

• Verify users have linked their Discord accounts with Bloxlink or RoVer
• Check that your API key is valid using /info command
• Ensure the verification bot (Bloxlink/RoVer) is installed in your server
• Confirm users have verified their Roblox accounts through the verification bot

API key errors:

• Double-check your API key for typos
• Verify the key is for the correct Discord server
• Regenerate API key if needed from the provider’s dashboard

Integration not working:

• Run /info to verify your integration status
• Test the integration by having a verified user report a bug
• Check that the verification bot has proper permissions in your server

Best Practices

Channel Management

• Enable Slow Mode on bug channels to encourage detailed reports
• Use clear channel descriptions explaining reporting procedures
• Pin instructions for using the bot effectively

Community Guidelines

• Set clear expectations for bug report quality
• Provide examples of good bug reports
• Moderate discussions to stay constructive

Performance Optimization

• Configure ignored users to reduce noise
• Use thread mode to organize discussions
• Set appropriate minimum description lengths

Troubleshooting

Debug Mode

When the bot isn’t responding as expected, Debug Mode helps you understand exactly why. When enabled, the bot replies to every message in monitored channels explaining what action it took (or didn’t take) and why.

When to use Debug Mode:

• Bot isn’t detecting bug reports
• Unsure if a channel is properly configured
• Testing your setup after installation
• Verifying Listen Mode or sentiment analysis settings

Enabling Debug Mode

Expected response:

Debug mode enabled. The bot will now reply to every message in monitored
channels explaining why it did or did not take action.

⚠️ Note: This can be noisy. Use only for diagnosing issues, then disable
with `/set debug false`.

Understanding Debug Responses

When you send a message in a monitored channel, you’ll see a debug response like:

🔍 Debug: Bug Detection & Knowledge Base
━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━━
Result: No action taken
Reason: Message too short (15 characters, minimum required: 50)

Message length: 15 characters

Common debug results:

• Bug report created - Message was identified as a bug and submitted
• Submitted for analysis - Message sent for sentiment analysis
• Knowledge base response sent - AI answer was provided
• Skipped - Message didn’t meet criteria (reply, thread, bot mention)
• No action taken - Message too short, user ignored, or feature not applicable

Limitations

• Server size limit: Debug Mode is only available for servers with fewer than 1,000 members to prevent spam
• Noisy output: Every message triggers a debug response - use only for short diagnostic sessions
• Monitored channels only: Debug responses appear only in channels configured for bugs, support, or sentiment analysis

Disabling Debug Mode

Once you’ve diagnosed the issue, disable Debug Mode:

Expected response:

Debug mode disabled. The bot will no longer send debug responses.

Common Issues

Bot Not Responding:

• Enable Debug Mode to see why the bot isn’t acting on messages
• Check basic permissions (Send Messages, View Channels)
• Verify bot is online and properly invited
• Ensure Discord slash commands are enabled

Can’t Create Threads:

• Verify thread-related permissions
• Check channel-specific permissions
• Confirm bot role hierarchy

Missing Permissions:

• Run /info to check current permissions
• Review role assignments in server settings
• Contact server admin for permission updates

Suggestion Issues:

Project Token Errors:

• “Project not found” - Verify project token is correct using /set project <token>
• “Project not set” - Configure project token before using suggestion features

Suggestion Button Problems:

• Button not responding - Check bot permissions in the channel
• Cannot post button - Ensure Manage Channels permission for admin commands

Validation Failures:

• “Description too short” - Check min_suggestion_length setting (default: 70 characters)
• User guidance unclear - Review minimum length requirements in project settings

Submission Failures:

• BetaHub API errors - Verify project exists and token is valid
• “Processing failed” - Check network connectivity and BetaHub service status

Getting Help

If you encounter issues:

• Enable Debug Mode to understand bot behavior
• Use /info to diagnose permission problems
• Check the FAQ for common solutions
• Join our Discord server for support

Next Steps

• Advanced Features - Explore AI-powered capabilities
• Integrations - Connect with external tools
• Core Features - Learn about the platform foundation