Tickets

About the support-tickets functionality of the app

What is the "modmail" concept?

Modmail is a system used in Discord servers to send private messages between users and staff. Just like e-mail.

It is a system that lets users create a ticket from a direct message (DM). This ticket creates a private channel only visible to designated staff members. Staff can then respond to the user directly in the ticket channel and the bot will forward the message to the user.

This concept emphasizes organized interactions in guilds with a large number of .

How to create tickets

Simply send the bot a DM message stating your issue.

The bot will follow the following logic and ask you how to proceed.

DM Message Handler Logic

If you have auto redirect enabled, you must use /ticket-create to create a ticket in a server.

Note that you need to be logged in to use this command or run it inside the server in which you want to create one.

You could also click the Panel button in that server (if it is set up).

How to interact with Tickets

Simply send the bot a DM message.

The bot will again follow the logic from Tickets since there is only one handler, but if you have an open ticket, the bot will most likely ask you if you really want to send the message to the Server with your last active ticket. If not, click Change Server.

You can also reply to a message and as long as your message is a valid reply to a message from an open ticket, the bot will send your message directly to the server into the ticket.

If you have auto-redirect enabled, the bot will send your message directly to the server in the ticket.

How to handle tickets in multiple servers

If you have multiple ope tickets, the bot will send you a message where you can select the server to which the message should be sent.

The same rule for auto-redirect as for How to interact with Tickets applies.

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Tickets are created in a ticket forum as ticket posts -> A special forum channel, created by the bot itself, that houses all tickets.

Staff members who have access to the forum can then chat with user in the corresponding ticket post.

Users should not be able to view this channel. Modmail is based on the idea that users only interact via DM and staff in the ticket channels! (ticket posts)

Learn more about the ticket process itself here: Getting Started

Learn about the configuration of this feature here: Configuration

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Configuration Options

Ticket Pings

Config: Pings

You can set roles and users that get pinged in new tickets.

Anonym Settings

Config: Anonym Settings

You can set whether replies from the server team should be sent anonymously to the user (in which case the default alias “Serverteam” is used and adapted to the user's language) or whether the author of the message should be visible to the user.

If you have Gold, you can customize the alias.

Anonymous Tickets

Config: Anonym Settings

Default: OFF

This setting indicates, whether users should be able to create anonymous tickets.

Read more about it here: Anonymous Tickets

Allowed Bots

Config: Allowed Bots

Bots are generally ignored in ticket posts. However, you can set up to 5 bots that shouldn't be ignored. (e.g. for automatic replies)

Ticket Panel

Config: Ticket Panel

If you don't think your users will be able to find the bot in the right-hand member bar, and they're typically looking for a #support channel, you can send a panel to a channel that users can use to start the ticket creation process.

This is not required for the bot to work.

Automatic Forwarding

Config: Automatic Forwarding

Default: ON

This setting indicates whether messages in ticket posts are always forwarded or not.

Enabled

Every message gets forwarded.

Use the -i (i for ignore) prefix to make the bot ignore a message.

Example:

-i this is a very private message that should not get sent to the user.

Disabled

Every message is ignored.

Start a message with @SupportMail (the bot's mention) or -r (r for reply) to make the bot send the message to the user.

Examples:

-r This message is important for the user.

@SupportMail Well, this is important too.

The mention or the -r is automatically removed before it gets sent to the user. So you don't have to worry about that.

Custom Messages (not Tags)

Config: Custom Messages

If you want to send the user some information directly when they create a ticket or when a ticket is closed, you can configure those messages. If can specifiy the following attributes:

• Text (Embed Desciption)

• Color of the Embed

• (large) image of the Embed

Note, that this is only available with Premium.

User Feedback

Config: User Feedback

If configured , users can give feedback after a ticket is closed in two ways:

• Rating the support

• Answering up to 5 optional questions

When configured, the user will receive a select menu on the notification that the ticket got closed where they can select the number of stars they want to give. (1-5)

Managers can also configure up to 5 questions to ask the user.

The extra questions are a Premium feature. Rating is not.