Mobile App Support Community

App support split by platform: iOS and Android help forums, a known-issues list, hidden beta testing and feedback.

8 categories
31 channels
12 roles
Medium

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Server structure

Channels

INFO

read-me-first
Check #known-issues, pick your platform in #platform-roles, then ask in the help forum for your platform.
community-rules
No account emails or receipts in public. One problem per thread. Include your app version.
app-updates
New versions on both stores, with what changed.
known-issues
What the team already knows about, per platform, with the version that fixes it.
platform-roles
Pick iOS User or Android User, and Update Pings if you want release pings.

IOS HELP

ios-help
One problem per thread. Include iOS version, device and app version.
ios-crash-reports30s slowmode
Crash on iOS: what you tapped, how often, and a screenshot of the crash log if you have one.
ipad-and-mac
Layout, keyboard and multitasking questions on iPad and Mac.

ANDROID HELP

android-help
One problem per thread. Include Android version, device and app version.
android-crash-reports30s slowmode
Crash on Android: what you tapped, how often, and the device model.
device-compatibility
Does it run on my phone? Ask here with the exact model.
tablets-and-foldables
Layout and window questions on tablets and folding phones.

RATINGS AND FEEDBACK

store-reviews
Where to leave a review, and reviews the team wants to answer publicly.
app-feedback30s slowmode
One line of feedback per message. Vetox turns each into a suggestion with votes.
feature-wishlist
One request per thread with the problem it solves. The Developer sets Planned.
screenshots-and-tips
Show your setup, share a shortcut, post a widget layout.

BETA PROGRAM

beta-notesHidden from @everyone
Each beta build: what changed, what to test, when it expires.
beta-bug-reports
One bug per thread. Tag the platform and whether it blocks the build.
beta-lounge
Testers and the Developer, off the record.
Beta Testers Voice

ACCOUNT HELP

private-support
Purchases, account access and data requests: open a ticket here. Nothing else is posted in this channel.
subscription-help
Restoring purchases, changing plans, which store to contact. No receipts here.

COMMUNITY

app-chat
Chat about the app. Problems go to the help forums.
Community Voice
Dev Q&A
AFK

TEAM

team-triage
New tickets, new crash reports, who takes what.
bug-tracker-syncHidden from @everyone
Issues mirrored to the bug tracker, with their ticket numbers.
review-monitoring
Store reviews worth replying to, and the replies once sent.
staff-logsHidden from @everyone
Vetox member, moderation and ticket logs.
Team Standup

Roles

App LeadAdministrator
DeveloperAdministrator
Support StaffModerator
Community GuideModerator
iOS Beta Tester
Android Beta Tester
Power User
iOS User
Android User
Update Pings
Muted

Overview

A support community for a mobile app, split by the thing that actually determines the answer: the platform. iOS Help and Android Help are separate categories, each with a forum tagged by problem (Install, Login, Sync, Crash) and a crash-report channel with slowmode, so an Android battery-drain thread never sits next to an iPad layout bug. #known-issues is read-only and lists what the team already knows, which is the first thing a Support Staff member links. #store-reviews holds the review links and the responses the team wants to highlight, #app-feedback is for one-line feedback and #feature-wishlist is a forum tagged UI, Sync, Widgets and Accessibility with a Planned tag the Developer sets. The Beta Program is hidden behind two roles, iOS Beta Tester and Android Beta Tester, with #beta-notes for each build and #beta-bug-reports as a forum tagged Blocker or Minor. Account and purchase problems go through #private-support, a channel that holds nothing but the ticket panel. Members pick iOS User or Android User in #platform-roles so a helper can see the platform before asking. The Team category is hidden and holds #team-triage, #bug-tracker-sync and #staff-logs.

When to use it

Your app has a public help channel where an iPhone user asks about notifications, an Android user answers about battery settings, and neither problem gets solved. Splitting help by platform, tagging threads by problem and keeping a read-only known-issues list means the first reply is usually a link to an answer that already exists, and the hidden beta area keeps unreleased builds away from the people who would review them badly.

What makes it different

iOS Help and Android Help are separate categories with their own tagged forums and crash-report channels.
#known-issues is read-only and is the first link a helper sends, which cuts duplicate reports.
The Beta Program is hidden behind iOS Beta Tester and Android Beta Tester, with a Blocker-tagged bug forum.
#private-support holds only the ticket panel, so purchase and account problems stay private.
iOS User and Android User are self-picked roles, so helpers see the platform before they ask.

Recommended Vetox setup

Self-Roles
A Self-Roles panel in #platform-roles for iOS User, Android User and Update Pings, so the platform shows on every message a member sends.
Tickets
Put the ticket panel in #private-support with options for Purchases, Account and Data, and let Support Staff claim them from #team-triage.
Suggestions
Point Suggestions at #app-feedback so short feedback gets votes; keep detailed requests in the #feature-wishlist forum.
Auto-Mod
Auto-Mod link filtering in #android-help and #device-compatibility stops links to modified APK downloads.
Reminders
Schedule a Reminder in #beta-notes before each beta build expires so testers update before they are locked out.

Questions

Why split iOS and Android instead of one help forum with platform tags?

Tags help searching but not reading. A helper who only knows Android should be able to open one category and see only what they can answer, and crash logs from the two platforms look nothing alike. Two categories with the same shape cost nothing extra.

How do people join the beta?

Support Staff grant iOS Beta Tester or Android Beta Tester to members who ask in a #private-support ticket or who have filed clear reports in the public forums. The invite to the store beta is posted in #beta-notes, which only those roles and the team can see.

Where do refund and subscription questions go?

#subscription-help covers the general answers: restoring purchases, changing plans, and which store to contact. Anything about a specific account or payment goes through #private-support so the receipt is not posted in public.

Common mistakes

Running one help channel for both platforms, where every answer starts with 'which phone do you have?'.
Letting beta testers report bugs in the public forums, which leaks unreleased features into store reviews.

Consider instead

Product Support Hub The product is not platform-specific and splitting help by iOS and Android would divide one conversation.

Do you have any doubts?

Our team is there for you

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