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Support area (platform Discord)
RustyThrones has one platform Discord server. It does two jobs: it receives operator alerts (for example a failed automatic game update), and it hosts a staff-only support area where community owners, admins and moderators can reach the platform team. This page explains how the support area is set up and how it works. There are two ways to help a community: Discord (they ask) and a support session (you enter their panel).
How it works
- Each community connects its own Discord server for its players (Discord). The platform Discord is separate: it is for staff of communities.
- The platform Discord can be the RustyThrones community server itself. The staff-only area is separated by Discord roles and channel permissions, not by code, so it can be split into two servers later by changing the settings.
- The bot gives two managed roles to community staff:
| Staff role in a community | Role in the platform Discord |
|---|---|
| Owner or admin | Owners and admins role |
| Moderator | Moderators role |
A person who is staff of several communities gets the highest role. What each role can see is decided by the channel permissions in Discord.
- Only non-suspended communities count. A person who stops being staff (or links another Discord account) loses the managed roles; any other role is never touched.
- A person is matched through the Discord account they linked: a Discord login on their panel account, or the Discord linked to their Steam player profile.
Set it up (operator)
Everything is in Platform settings, tab Infrastructure, section Discord.
- Switch Discord bot on and save the Bot token (the bot needs Send Messages, Embed Links and Slash Commands, plus Manage Roles).
- Fill Platform Discord server: Server ID, Invite link (shown to community staff), Owners and admins role and Moderators role (role IDs).
- Put the bot's own role above both staff roles in Discord's role list.
- Optionally set Operator alerts channel: platform alerts only.
- In Discord, give the two roles access to the support channels and nobody else.
The section shows "Last sync date" and the last error, if any. The support area stays closed ("Not open yet") until the server, the bot and at least one staff role are set.
What community staff see
In the panel, Account > Platform support shows a single line that guides them:
| Message | Meaning |
|---|---|
| RustyThrones support Discord - "Not open yet." | The platform has not set it up. |
| Link your Discord | They must link a Discord login first. |
| Join the platform Discord | They are linked but have not joined; Join opens the invite. |
| Role pending | They joined; the role arrives within a few minutes; Check again forces a sync. |
| You are in | They hold their staff role. |
When roles sync
A sync runs when someone's staff roles change, when a Discord link is added or removed, when staff press Check again, and every 30 minutes for everyone as a safety net.
Working with the area
- Answer in the channel; for a problem that needs a look inside the community, ask for the community name and start a support session with a clear reason.
- Never ask for passwords or RCON passwords in Discord.
- Platform members can use sessions for any community; the activity log of that community records them.
Troubleshooting
| Problem | Fix |
|---|---|
| Staff cannot get a role | The bot's role is below the staff roles, or it lacks Manage Roles; or the person did not link Discord. |
| Role not removed after leaving staff | Wait for the next sync (30 minutes) or have them press Check again. |
| "Not open yet" for everyone | The bot, server ID or both staff roles are missing in Platform settings. |