1What it is

Bot in private → open your organization → green 📮 Service desk button, visible to all members. Three channels, each with its own destiny:

💡 Proposal — an idea to discuss and vote on together: it lands in the groups you choose, with the “Start voting” button. The 💡 New proposal button only appears to those who can create proposals (the “Create proposals” or “Manage proposals” permission; founder and admins always).
🙋 Request — you ask the managers for something (a permission, a clarification, an intervention). Always under your name. It isn't voted on and doesn't go into the groups: it reaches the inbox and you get an answer in private.
🚩 Report — you flag a problem. It can be anonymous. This one too stays a private case.

In the hub you'll also find your counters, My proposals, your drafts and 📫 My requests with the history.

2Sending a case

Write the text in one message (up to 2000 characters; bold, italics, links and emoji are kept).
Category (if the organization has created any) or ⏭ Skip.
📎 Attachments (optional, up to 3): photos, videos, GIFs, documents, audio, voice notes — 20 MB per file.
Reports only: “🕶 How do you want to send it?” — anonymously or under your name.
📤 Preview and send.

Anti-chaos limits: up to 3 open cases per type each, one submission every 60 seconds. A case that has been sent can't be edited or deleted; while it is still 📬 Sent (no manager has picked it up), you can withdraw it from 📫 My requests with ↩️ Withdraw → ↩️ Yes, withdraw. After that, if you got it wrong, you say so in a new one.

3Anonymity, told honestly

Available for reports only: requests always carry your name.
For the managers an anonymous report is “🕶 Anonymous”: no name, username or ID — not even by searching. In the CSV export the sender column is empty.
The system does record who sent it, to prevent abuse and to deliver the outcome to you privately when the case is closed.

Anonymous means anonymous to the managers, not “untracked”. The bot says so clearly when you send it.

4“My requests”

Your history, 6 cases per page. The usual path: 📬 Sent → 👀 Being handled → ✅ Accepted / ✅ Resolved or ❌ Declined / 🗑 Archived. There are also 📝 More details needed (not a rejection: you can send a new one explaining better) and ↩️ Withdrawn, if you withdrew it yourself.

When the managers close it, you receive a private message with the outcome, your original text and their reply, in the organization's language; in 📫 My requests you can reread it in yours. If a manager reopens the case within 24 hours to correct the outcome, it goes back to 📬 Sent and you get a private notice.

5The managers' inbox

Path: ⚙️ Management → 📮 Service desk. With cases waiting, the button turns green with the number. Inside: counters, three views (To handle / Being handled / Closed), filters by type and category, 🔍 Search by sender or word, and the CSV export of the full history (📤 Export CSV, only for those who also have the “Export data” permission).

Private notice: for every new case the managers get a one-line private message with the 📮 Open button, which takes them straight to it (the owner, admins and whoever has “Manage requests” for all cases; department managers for their own department's). It is on by default, and each person switches it off or back on for themselves with 🔔 Notify me privately at the bottom of the inbox.
👀 Take it on is optional: the case detail then shows who took it on and since when, so the managers can see who's working on it.
To close, you pick the outcome and tap one of the three ready replies: the case closes at once. If you'd rather write it yourself, there's ⚙️ Custom (up to 1000 characters). The member always gets a reply: nothing is closed in silence.
Closed by mistake? ↩️ Reopen stays in the detail for 24 hours: the case goes back to be handled and the member is notified.
If two managers act at once, the second one finds “already handled” — the member never gets a double reply.

You need the “Manage requests” permission (founder and admins have it de facto). It's a separate permission: whoever has it sees only the Service desk, not the members or the settings.

6Categories, departments and destination groups

🏷 Categories (up to 10): labels like “Maintenance” or “Refunds” that the member picks when sending and the managers filter by. They can be reassigned at any time, even on a closed case.
🗂 Departments: whoever writes can address the case to a specific department; department managers see only their own cases, full managers get the filter and can reroute them.
🔗 Destination groups: for each channel you decide which groups the proposals go to and which groups get the short “new request” notice. The content always stays in the private inbox, and the notice never carries the name of whoever wrote. A department case notifies that department's groups (or, if it has none, the groups without a department); a general case only the groups without a department. The proposal groups can also be chosen from ⚙️ Management → 🔗 Groups → 💡 Proposal groups (it takes “Link groups”), which works even with the Service desk switched off. Everything starts switched off: nothing turns itself on.

7What the Service desk does NOT do

No group commands: it exists only in the private chat with the bot.
It never publishes requests and reports in the groups, not even once closed.
It never writes the sender's name in the notices, neither in the groups nor in the managers' private message: only whoever opens the case sees it (and never, if it's anonymous).
It isn't voted on: to have the organization decide, the right channel is the proposal.
It doesn't answer by itself: a manager always picks the ready reply, and no case closes automatically.
No back-and-forth chat: the member's text, the managers' reply, full stop.
A closed case can be reopened only within the first 24 hours (↩️ Reopen), and never if the member withdrew it.