1What it is

Bot in private → open your community → 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 vote” button.
🙋 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 community 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. And a case that has been sent can't be edited or deleted: 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. There are five states: 📬 Sent → 👀 In progress → ✅ Accepted/Resolved or ❌ Rejected / 🗑 Archived.

When the managers close it, you receive a private message with the outcome, your original text and their reply — which is mandatory, and written in your language.

5The managers' inbox

Path: ⚙️ Management → 📮 Service desk. With cases waiting, the button turns green with the number. Inside: counters, three views (To handle / In progress / Closed), filters by type and category, 🔍 search by sender or word, and a CSV export of the full history.

👀 Take charge is optional: it only lets you managers see who's working on it.
Closing always asks for the written reply to the member (up to 1000 characters): nothing is closed in silence.
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). 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 doesn't send managers a private notification for every case: there's the badge on the button.
It isn't voted on: to have the community decide, the right channel is the proposal.
No back-and-forth chat: the member's text, the managers' reply, full stop.
A closed case is not reopened.