Company Customer Community

A company server with a customer front, a feedback forum, ticketed support, a VIP lounge and a hidden internal area.

9 categories
36 channels
9 roles
Medium

Choose a server, review what will be created or reused, then confirm. Merge keeps what you have; replace rebuilds the server. Vetox takes a safety backup first either way.

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Server structure

Channels

FRONT DESK

start-here
New here? Read this, then #community-guidelines. Customers get their role automatically; partners and VIP customers are added by the team.
community-guidelines
How we talk to each other here, what belongs in a ticket, and what gets a message removed.
company-news
Company announcements: hires, events, pricing changes, anything that is not a product release.
product-updates
Every release, in plain language, with what changed and what to do about it.
maintenance-notices
Planned downtime and incident notes. Posted by the team before and after, never during a panic.

COMMUNITY

customer-lounge
General conversation between customers and the team. Account issues go to #support-intake.
use-cases
How you actually use the product. The team reads every post here.
show-your-setup
Screenshots and walkthroughs of your workflow, dashboards and integrations.
integrations-chat
Connecting the product to other tools. Ask, answer, share what worked.
community-events
Webinars, office hours and meetups. The Customer Webinar stage is where they happen.

FEEDBACK

feedback-forum
One thread per idea, complaint or bit of praise. Tag it; the team changes the tag as it moves.
roadmap-votes30s slowmode
Suggestions post here for upvotes. One suggestion per message; discussion happens in the forum thread.
beta-signups
Apply for early builds through the panel. The team replies inside your application.

SUPPORT

support-intake
Press the button to open a private ticket for anything involving your account, an order or a payment.
quick-questions10s slowmode
How-to questions that other customers can answer in public. Nothing with account details.
known-issues
Confirmed bugs, workarounds and the release that fixes each one. Maintained by Support Agents.
status-board
Current service status, posted by the team. Check here before opening a ticket about an outage.

PARTNERS

partner-briefingsHidden from @everyone
Partner-only announcements: pricing changes ahead of time, upcoming launches, referral terms.
partner-chat
Partners and the team. Deals, integrations and questions that should not sit in the public lounge.
co-marketing
Joint campaigns, case studies and event slots. Drafts and approvals happen here.

VIP LOUNGE

vip-lounge
Our most engaged customers and the people who build the product. Direct line, no queue.
early-previewsHidden from @everyone
Screenshots and builds before they reach #product-updates. Posted by the team, discussed in #vip-lounge.
VIP Office Hours

VOICE

Community Hall
Customer Webinar
AFK

INTERNAL

internal-chat
The team, out of customer view. Coordination, drafts and who is covering what.
team-noticesHidden from @everyone
Internal announcements from the Community Manager: schedules, policy changes, launch timings.
customer-insights
Patterns from tickets, the forum and the lounge. One insight per message so it can be searched later.
escalations
Tickets that need an engineer or a decision. Link the ticket, state the blocker, tag the owner.
content-calendar
What goes out in #company-news and #product-updates, and when.
community-auditHidden from @everyone
Vetox posts join, leave and moderation logs here.
Team Sync

LEADERSHIP

leadership-room
Decisions about the community, hiring for it and what the company says in public.
metrics-digest
Weekly numbers: tickets opened and closed, forum threads shipped, active customers.
Leadership Call

Roles

LeadershipAdministrator
Community ManagerModerator
Support AgentModerator
Team Member
Partner
VIP Customer
Customer
Muted

Overview

Built for a company that wants its customers in one server without exposing the team behind the product. The customer side opens with #company-news and #product-updates, announcement channels only staff can post in, so someone who follows the server gets the signal and none of the chatter. #customer-lounge, #use-cases and #integrations-chat carry the conversation; #feedback-forum is a forum where every idea or complaint gets its own thread and a status tag the team moves from Under review to Planned to Shipped. Support has two doors on purpose: #quick-questions for anything the community can answer in public, and #support-intake, a read-only channel holding the ticket panel, for anything involving an account or a payment. A Partners category and a VIP Lounge are hidden from ordinary customers and revealed by role. Behind all of it sit Internal and Leadership, hidden from every customer-facing role, where #customer-insights collects what the team learns, #escalations tracks the tickets that need an engineer and #metrics-digest stays with leadership. Roles describe relationships, not ranks: Customer, VIP Customer, Partner, Support Agent, Team Member, Community Manager and Leadership.

When to use it

Your customers ask the same questions in three places, the team answers from personal accounts, and a release announcement gets lost between memes. This layout gives customers a lounge, a forum where feedback is tracked to an outcome and a ticket panel for anything private, while the team coordinates in categories customers cannot see exist.

What makes it different

Company news and product updates are announcement channels that only staff can post in.
The feedback forum carries status tags, so each request is a thread the team updates, not a lost message.
Support intake is a ticket panel; a public quick-questions channel handles anything that is not private.
Partner and VIP categories are hidden from ordinary customers and unlocked by role.
Internal and Leadership categories are invisible to every customer-facing role.

Recommended Vetox setup

Tickets
Post the ticket panel in #support-intake so account and billing questions go private, with a transcript for the Support Agent role.
Auto Roles
Grant Customer on join so the customer categories open the moment someone arrives; VIP Customer and Partner stay hand-assigned.
Suggestions
Point Suggestions at #roadmap-votes so customers upvote what to build next and a Team Member marks the outcome.
Logs
Send Logs to #community-audit inside the Internal category, where the team can read moderation history and customers cannot.
Welcomer
Greet arrivals in #start-here with a message that points at #community-guidelines and #support-intake.

Questions

Can customers tell that the Internal category exists?

No. Internal and Leadership deny ViewChannel to @everyone and grant it back only to Team Member, Support Agent and Community Manager, so Discord does not list them for a Customer, VIP Customer or Partner.

Why is the ticket panel channel read-only?

So it holds nothing but the panel. A customer presses the button, a private ticket opens, and #support-intake never fills with half-written questions a Support Agent has to move somewhere else.

How should the feedback forum be run?

One thread per idea, tagged by the customer. A Team Member changes the tag to Under review, Planned or Shipped as it moves, and #roadmap-votes carries the upvote when several threads compete for the same release.

Where do partners and VIP customers go?

Partners get the Partner role and see the Partners category with #partner-briefings and #co-marketing; VIP customers get VIP Customer and see the VIP Lounge with #early-previews and the VIP Office Hours voice room. Neither role sees the other's category.

Common mistakes

Answering account questions in #customer-lounge, which turns every billing issue into a public thread with personal details in it.
Handing out the Partner or VIP Customer role before the hidden categories exist, so the role unlocks nothing.

Consider instead

E-commerce Brand Community You sell physical products and most questions are about orders, shipping and returns rather than the product itself.
Agency Client Portal Each customer needs a private category of their own rather than one shared community.

Do you have any doubts?

Our team is there for you

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