Hello, Well I've managed live support and help desks before on other sites such as Virtual Advantage, I would suggest that you add a feature for this and have mods that assist people with their client bugs and other issues. This would be an amazing feature to have and i personally think it would make OsBot expand a great deal due to it having the best player support out there, currently i don't think any bot sites have this feature. It could also make other fun challenges like mod of the month Etc...
Thoughts, If this is taken serious by an admin i will go into further detail about a good system.
Edit*
Referring to the assistant rank (Found in suggestions here) (http://osbot.org/forum/topic/5599-assistant-rank/)
This would also be a nice feature, the helpers in live support would be given assistant rank over mod, they would have basic commands like close threads Etc, so they would be able to clear up the help section.