Important Features for Service Discord Bots!

[Note]

Heyo everyone,

Looking more into service team ideas,
I want to get everyone's opinions on which features they think are needed, which are nice features to have and also any ideas for features you have that you think would be useful for a services discord bot.

Let me know your thoughts below

 

[moon10k]

if u make a service team i will bully u. they suck.

 

[Note]

if u make a service team i will bully u. they suck.

Well that's my point, I am looking into creating one that doesn't suck

 

[Ty]

Just don't

 

[Ivan.]

Heyo everyone,

Looking more into service team ideas,
I want to get everyone's opinions on which features they think are needed, which are nice features to have and also any ideas for features you have that you think would be useful for a services discord bot.

Let me know your thoughts below

- more of a one on one experience
- persist between restarts (tickets)
- more varieties of options to pick from than the usual Normal, Quote or Select a freelancer

 

[Note]

Just don't

Why not

- more of a one on one experience
- persist between restarts (tickets)
- more varieties of options to pick from than the usual Normal, Quote or Select a freelancer

I will definitely be aiming to provide more of a one on one experience.

In terms of persisting between restarts, I am not sure what exactly causes this problem. However I will be sure to make sure this is not an issue when choosing a developer to work with. (If I decide to go ahead with this)

What sort of variety would you like to see for the options to pick from?

Thanks for the responses

 

[PixelMine]

Let me start by saying that I'm very excited to see innovation in this area! This is great!

My core problem: I get about 1 new request per day on Discord in DMs and have upwards of 20 open conversation with clients at a time. As of this writting I have 14 orders in various stages. The volume is way too high for managing clients in DMs and I do occassionally miss messages or have trouble finding the right DM to reply to. I tried for a while to move them to Group messages so I could at least name them, but it's not an ideal solution either as it sometimes splits the conversation.

My personal opinion is that discord ticket systems are not built for a user experience from a clients perspective, but rather to make it more efficient for the service provider to more efficiently manage large volumes of requests. So the "feel" of being in these systems is not personal, but rather systemic in nature. I would love to have the ability to organize DMs better in Discord, failing that I would love to have a server that feels like the DM experience with as little "system" visible to the client as possible.

The "take all my money" solution for me:

Channel Creation/Closure

• As a client, I have access to a "private client channel", that is created as soon as I join the discord server
• As a service provider, when a new private client channel is created on my discord server I am sent a DM with a link to that channel
• As a service provider, I can close a private client channel and a full log is sent to both me and the client to their DMs, including any files or links
• As a client, when my private client channel is closed I have an option to open a new one

Channel Naming

• As a client, my private client channel is named the same as my Discord name when it is created
• As a client, I can rename my private client channel and it is clear to me how to do that from within my private client channel
• As a service provider, I can rename any private client channel
• As a service provider, when someone else renames any private client channel I receive a DM and a link to the channel
• As a client, when someone else renames my private client channel I receive a DM and a link to the channel

Channel Permissions

• As a client, I cannot see the private client channels of other clients
• As a service provider, I can see all private client channels on the server
• As a client, I can invite others to my channel simply by sharing a link to that channel

Channel Notifications

• As a client, when the service provider leaves a message in my private client channel I am sent the message in DMs quoted with a link to the message in the discord server
  
• As a service provider, when a client leaves a message in their private client channel I am sent the message in DMs quoted with a link to the message in the discord server

Discord Channel Limits

• As a service provider, I can set the "maximum client channels" for my server
• As a client, if an attempt to create a private client channel for me fails I am sent a DM that explains the server client channel limit and tells me how many others are in front of me waiting to start a channel
• As a client, if an attampt to create a private client channel for me has previously failed, but a channel slot has opened up and it is my turn, the channel is automatically created for me (and I am sent a DM, see above).

 

[Ty]

Why not

Service teams are too saturated and already have a terrible name within the community which I reckon is beyond fixable - I've owned a couple, managed a couple including big ones, made bots for some, etc. and although most claim to have something others don't, they're all the same generic crap.

Same bot, does the same things, little commissions for freelancers, bad management & just crap marketing.

Only way it's worth it is if you can guarantee you offer more than the likes of Senior Team & Candor just to name a few, and don't go round spamming the same shit on peoples threads.

"Hi! Jennifer from Generic Team A here, we can definitely do this for you! Please join our Discord and make a ticket for more info"

Ctrl C, Ctrl V, repeat.

 

[Ivan.]

Why not


I will definitely be aiming to provide more of a one on one experience.

In terms of persisting between restarts, I am not sure what exactly causes this problem. However I will be sure to make sure this is not an issue when choosing a developer to work with. (If I decide to go ahead with this)

What sort of variety would you like to see for the options to pick from?

Thanks for the responses

Well, see I made a ticket on a service team and did not have details, I went to get the details written and when I returned the bot didn't work as it restarted.

Now pertaining to Fifty's Post:
- Freelancers must have the ability to fetch the list, and amount of clients they are current doing and an easy of navigating to it.
- The ticket system is actually quite easy for both Clients and Freelancers (At-least for me as I've been in both perspectives)
- A one-on-one experience as in not like you manually handling each ticket, as in the bot would reply as sorta an AI if you know what I mean - to easily provide what the client needs without any hassle.

Super sorry for terrible grammar lol

 

[moon10k]

Well that's my point, I am looking into creating one that doesn't suck

that's what everyone's goal is when they make a service team, and surprise surprise, they all end up being dead and annoying to deal with when you get sent a message "my TeAM cANAN hELp YoU, oPEn Up a TickEt Herre"

 

[PixelMine]

I'm curious what the volumes are for service teams, so you really have hundreds of open tickets at a time? How many new tickets do you get opened a day on average and how many of those convert into paying clients?

Sorry in advance if this turns out to be too off topic and derails the convo

 

[Note]

Let me start by saying that I'm very excited to see innovation in this area! This is great!

My core problem: I get about 1 new request per day on Discord in DMs and have upwards of 20 open conversation with clients at a time. As of this writting I have 14 orders in various stages. The volume is way too high for managing clients in DMs and I do occassionally miss messages or have trouble finding the right DM to reply to. I tried for a while to move them to Group messages so I could at least name them, but it's not an ideal solution either as it sometimes splits the conversation.

My personal opinion is that discord ticket systems are not built for a user experience from a clients perspective, but rather to make it more efficient for the service provider to more efficiently manage large volumes of requests. So the "feel" of being in these systems is not personal, but rather systemic in nature. I would love to have the ability to organize DMs better in Discord, failing that I would love to have a server that feels like the DM experience with as little "system" visible to the client as possible.

The "take all my money" solution for me:

Channel Creation/Closure

• As a client, I have access to a "private client channel", that is created as soon as I join the discord server
• As a service provider, when a new private client channel is created on my discord server I am sent a DM with a link to that channel
• As a service provider, I can close a private client channel and a full log is sent to both me and the client to their DMs, including any files or links
• As a client, when my private client channel is closed I have an option to open a new one

Channel Naming

• As a client, my private client channel is named the same as my Discord name when it is created
• As a client, I can rename my private client channel and it is clear to me how to do that from within my private client channel
• As a service provider, I can rename any private client channel
• As a service provider, when someone else renames any private client channel I receive a DM and a link to the channel
• As a client, when someone else renames my private client channel I receive a DM and a link to the channel

Channel Permissions

• As a client, I cannot see the private client channels of other clients
• As a service provider, I can see all private client channels on the server
• As a client, I can invite others to my channel simply by sharing a link to that channel

Channel Notifications

• As a client, when the service provider leaves a message in my private client channel I am sent the message in DMs quoted with a link to the message in the discord server
  
• As a service provider, when a client leaves a message in their private client channel I am sent the message in DMs quoted with a link to the message in the discord server

Discord Channel Limits

• As a service provider, I can set the "maximum client channels" for my server
• As a client, if an attempt to create a private client channel for me fails I am sent a DM that explains the server client channel limit and tells me how many others are in front of me waiting to start a channel
• As a client, if an attampt to create a private client channel for me has previously failed, but a channel slot has opened up and it is my turn, the channel is automatically created for me (and I am sent a DM, see above).

Channel Creation/Closure -
An issue that I see with this is that there would be too many channels created if a channel is automatically made when someone joins the discord.
Also, as a service provider. Do you mean that each freelancer has access to the private channels or just the actual support team of the discord.

Channel Naming -
I completely agree with having a naming feature for commissions and would definitely like to have this as a feature, as well as having the bot message both the freelancer as well as the client so that they are both aware.

Channel Permissions -
Definitely agree with clients not being able to see each others, in terms of freelancers seeing all client's commission channels I am not sure how well this would work, as clients may feel uneasy that all freelancers have access to their commission. This may also cause issues with freelancers personally dm'ing a client to offer a different price compared to that of the original freelancer who was assigned to a commission.
I am not sure how it would work with inviting others to a channel with a link, however if this is possible then it would definitely be a feature to look into adding.

Channel Notifications -
Agree with everything here, making sure both freelancer and client are aware that their has been a response would allow for commissions to be completed quickly.

Discord Channel Limits -
Some sort of waiting que notification would be pretty useful if there are a high volume of clients so that any waiting clients can know how long it may be until they can create a commission.

Thanks for taking the time to write all of this, would love to get your thoughts.
[DOUBLEPOST=1619713342][/DOUBLEPOST]

Service teams are too saturated and already have a terrible name within the community which I reckon is beyond fixable - I've owned a couple, managed a couple including big ones, made bots for some, etc. and although most claim to have something others don't, they're all the same generic crap.

Same bot, does the same things, little commissions for freelancers, bad management & just crap marketing.

Only way it's worth it is if you can guarantee you offer more than the likes of Senior Team & Candor just to name a few, and don't go round spamming the same shit on peoples threads.

"Hi! Jennifer from Generic Team A here, we can definitely do this for you! Please join our Discord and make a ticket for more info"

Ctrl C, Ctrl V, repeat.

Yeah I do agree that there are a lot of copy pasted formats for the teams themselves, as well as the messages they use.
I would be aiming to create a more personal experience, as well as the fact that a percentage of the cut we take will be going to charity and the rest into any features that the community would like to see.

Thanks for your opinion on this [DOUBLEPOST=1619713739][/DOUBLEPOST]

Well, see I made a ticket on a service team and did not have details, I went to get the details written and when I returned the bot didn't work as it restarted.

Now pertaining to Fifty's Post:
- Freelancers must have the ability to fetch the list, and amount of clients they are current doing and an easy of navigating to it.
- The ticket system is actually quite easy for both Clients and Freelancers (At-least for me as I've been in both perspectives)
- A one-on-one experience as in not like you manually handling each ticket, as in the bot would reply as sorta an AI if you know what I mean - to easily provide what the client needs without any hassle.

Super sorry for terrible grammar lol

How would you feel about each freelancer having their own category in the discord, when they claim a commission it adds it to their category so that they are easily able to see any active commissions they have.
As well as this, if they receive a dm from the bot whenever a client posts a response (as well as linking the channel) then they will be able to stay updated on all commissions.

 

[PixelMine]

Yeah I'm only seeing this from the viewpoint of a single user being the service provider. I'm selfishly only thinking about it from my personal use case

In the case that it is a service team I would say the support team or manager would be the initial contact and would have to add freelancers to channels, but I haven't really thought that through so much as my experience has only been working directly with clients on my own.

 

[Note]

that's what everyone's goal is when they make a service team, and surprise surprise, they all end up being dead and annoying to deal with when you get sent a message "my TeAM cANAN hELp YoU, oPEn Up a TickEt Herre"

Just brainstorming but, how about if commissions were made on site in a conversation and then the freelancer is added to the conversation. This way the conversation would feel more personal and less effort needed from the client.[DOUBLEPOST=1619714085][/DOUBLEPOST]

I'm curious what the volumes are for service teams, so you really have hundreds of open tickets at a time? How many new tickets do you get opened a day on average and how many of those convert into paying clients?

Sorry in advance if this turns out to be too off topic and derails the convo

From what I recall there are often quite a lot, but the point I was making in regards to everyone who joins the discord gets their own channel is that if there is say 100 people in the discord. There is going to be over 100 channels.

 

[Ivan.]

Channel Creation/Closure -
How would you feel about each freelancer having their own category in the discord, when they claim a commission it adds it to their category so that they are easily able to see any active commissions they have.
As well as this, if they receive a dm from the bot whenever a client posts a response (as well as linking the channel) then they will be able to stay updated on all commissions.

That's a terrible idea for the team, can get messy very easily.
What I would suggest is a web-based ticketing system (For freelancers) so they can manage their commissions properly (i.e: Upload final product for review by CM/Management) - you may dm me if you want more ideas
Just ping them in the ticket - dming the freelancer everytime a client posts a msg can POSSIBLY lead to discord API spam

 

[Note]

Yeah I'm only seeing this from the viewpoint of a single user being the service provider. I'm selfishly only thinking about it from my personal use case

In the case that it is a service team I would say the support team or manager would be the initial contact and would have to add freelancers to channels, but I haven't really thought that through so much as my experience has only been working directly with clients on my own.

My first thoughts were that commissions are posted in a freelancer channel and then freelancers can claim them from that channel. Then they are automatically added to the channel once they claim it.
This is how the majority of teams do it as far as I'm aware.

 

[Ivan.]

Just brainstorming but, how about if commissions were made on site in a conversation and then the freelancer is added to the conversation. This way the conversation would feel more personal and less effort needed from the client.[DOUBLEPOST=1619714085][/DOUBLEPOST]
From what I recall there are often quite a lot, but the point I was making in regards to everyone who joins the discord gets their own channel is that if there is say 100 people in the discord. There is going to be over 100 channels.

Discord is more commonly used hence its easier for freelancers and clients alike.[DOUBLEPOST=1619714217][/DOUBLEPOST]

My first thoughts were that commissions are posted in a freelancer channel and then freelancers can claim them from that channel. Then they are automatically added to the channel once they claim it.
This is how the majority of teams do it as far as I'm aware.

Yes, that's easy for the team, freelancer and client which is why many established teams continue to use a system that is similar/the same

 

[Note]

That's a terrible idea for the team, can get messy very easily.
What I would suggest is a web-based ticketing system (For freelancers) so they can manage their commissions properly (i.e: Upload final product for review by CM/Management) - you may dm me if you want more ideas
Just ping them in the ticket - dming the freelancer everytime a client posts a msg can POSSIBLY lead to discord API spam

Ah yeah didn't think about spam being a problem.
By web-based do you mean on an actual website?

 

[Ivan.]

Ah yeah didn't think about spam being a problem.
By web-based do you mean on an actual website?

Yes, a freelancer panel where the freelancer can track their commissions and perform actions.

 

[PixelMine]

From what I recall there are often quite a lot, but the point I was making in regards to everyone who joins the discord gets their own channel is that if there is say 100 people in the discord. There is going to be over 100 channels.

Yup! I think Discord has a limit of 500 channels per server so it would quickly be in a state that new clients would be in a queue, but this is also the case with ticket systems, since they are just channels.

For me my volume is much lower so I wouldn't hit this threshold, but for larger service teams I think they would need the ability to set a limit to the number of channels automatically created the "maximum private channels" as I wrote above. I think this is the case with ticketing systems in general that you can set a limit to the max number that can be active at once.