> ## Documentation Index
> Fetch the complete documentation index at: https://docsm.authenticateme.xyz/llms.txt
> Use this file to discover all available pages before exploring further.

# Help Desk

> Let members who are stuck open a private support thread with your staff, right from the verification message.

The Help Desk adds a **Help** button to your verification message. Members who can't get verified press it, and AuthenticateMe opens a private thread between them and your support team, with their verification history already in it.

![The Help Desk card](https://mintcdn.com/authenticate-me/doqmYpEurtBuXylj/images/settings/card-help-desk-light.webp?fit=max\&auto=format\&n=doqmYpEurtBuXylj\&q=85\&s=ed0d4f2940c785ba4ea144ba5cd9ae7a)

## Set it up

**1. Turn on Help Desk**

In **Settings → Core**, switch on **Help Desk** and click **Configure**.

**2. Pick a Support Role**

Everyone with this role is added to each help thread. The role has to be mentionable, or AuthenticateMe needs the **Mention @everyone, @here and All Roles** permission.

**3. Choose how threads open and close**

![The Help Desk window with the Support Role and its open and close options](https://mintcdn.com/authenticate-me/uiYE6L6ar1H7VuT4/images/settings/help-desk-modal-light.webp?fit=max\&auto=format\&n=uiYE6L6ar1H7VuT4\&q=85\&s=56a89fc490939181b2bed2475b21d4ca)

| Option | Default | What it does |
| - | :-: | - |
| Require Attempt | On | Members have to try verifying before they can open a thread. |
| Support Redirect | Off | The **Contact Support** button on the verification page opens a help thread instead of the AuthenticateMe support server. |
| Auto Close | Off | Closes the thread automatically once the member verifies. |
| Member Close | Off | Lets members close their own threads. |

**4. Save**

AuthenticateMe reposts the verification message with the **Help** button. Use the paintbrush on the card to change the first message posted in each thread.

> [!WARNING]
>
> Threads are opened in the verification channel, so it has to be a regular text channel. AuthenticateMe needs **Create Private Threads**, **Send Messages in Threads**, and **Manage Threads** there. If anything is missing when you save, a warning is posted to your Help Desk logs.

## What members see

When a member presses **Help**, AuthenticateMe opens a private thread named after them and pings them and your Support Role in it. Pressing it again later reopens their existing thread instead of starting a new one.

The first message in the thread is pinned. It shows your Help Desk message, which by default asks the member to describe what went wrong, and a **Verification Records** list of their failed attempts so staff can see the problem right away.

Threads archive themselves after a week of inactivity, and close automatically when the member leaves the server.

## Close a thread

Press **Close** in the thread. Members of the Support Role and anyone with **Manage Threads** can always close threads, and the member who opened it can too when **Member Close** is on. Closed threads are locked and archived.

Opening and closing a thread is posted to the Help Desk logs module, with a button that jumps to the thread. See [Logs and alerts](https://docsm.authenticateme.xyz/settings/logs-and-alerts.md).


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