Fourthwall Support Bot

The Project Aim

We created a custom Discord Bot for the e-commerce and merchandise brand, Fourthwall, designed specifically for their official community Discord server. The primary aim of this bot is to completely simplify how support threads are created and managed within the server.

Before this integration, community support could easily become disorganised. We introduced a uniform creation process that prompts the user for a specific category, an issue title, a detailed issue description, and allows them to attach any relevant images.

A Clean, Focused Support Environment

Automated Thread Creation

Once a user submits their issue via the bot's interface, the bot automatically generates a dedicated support thread. It cleanly formats and displays all the gathered information in the initial message, making it incredibly easy for other creators, community moderators, and official staff to review the context immediately.

Users are then provided with that entire dedicated thread to discuss their specific issue. This keeps conversations isolated and focused, ensuring that ongoing investigations or discussions do not disturb other active support threads or general server chat channels.

Moderation & Status Tracking

To help the community easily identify the current state of an issue, we built a comprehensive status tagging system directly into the bot. Moderators and staff can apply different statuses to active threads at the click of a button.

Reported to Engineering

Instantly signals to the user and the community that the technical team is actively reviewing the ticket.

Reported as Bug

Categorises the thread as a confirmed bug, helping to filter feature requests from actual platform issues.

Mark as Resolved

Allows staff to close the thread and mark the issue as successfully handled, locking it from further replies.

This tracking system allows both Fourthwall staff and other community users to quickly see what has already been reported to engineering or logged as a known bug, drastically cutting down on duplicate reports.

Automated Housekeeping

To prevent the server from becoming cluttered with abandoned queries, the bot acts as an automated janitor. The system actively monitors thread activity and will automatically close old, inactive threads that haven't been touched in a set period (provided they haven't already been explicitly marked as resolved). This guarantees that the overall support system remains clean, tidy, and highly efficient for the moderation team.