Getting Started
New to the bot? Get to know how to set up the bot and how it functions.
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New to the bot? Get to know how to set up the bot and how it functions.
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A Modmail bot is used in servers which have a high member count and normal ticket-channels get messy. Here Modmail comes in handy!
Users send the bot a direct message. Then the bot tries to find the mutual servers between the user and itself.
SupportMail handles user inquiries as Tickets. Each ticket is initiated as a post within a designated forum channel in the server.
Users can only see the conversation in their DM channel with the bot, which helps keep conversations organized and maintains privacy. The support team can respond directly within each 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).
This method not only streamlines communication but also allows for better categorization and management of different types of queries.
Each ticket has a "state" or "status" relevant to the staff team. The status indicates the overall condition of the ticket, while the state provides details about the message exchange.
⏳ Awaiting Response: The team is waiting for a response from the user.
💬 User Responded: The user is waiting for a reply from the team.
❗ Unanswered: The ticket has not been addressed and only the user has responded since the opening.
🔐 Close Requested: The closure of the ticket has been requested.
🔴 Closed: The ticket has been resolved and closed.
🟢 Open: The ticket is, uhm, open.
Open, Closed and Close Requested are mutually exclusive. Only one of them can be applied at the same time.
The other ones are applied additionally.
The server team can update the status with commands. The state is changed automatically.
/close - Close the ticket.
/close-request - Create or delete a close-request with an optional reaction time before auto-closing the ticket.
/reopen - Reopen a previously closed ticket with the ticket ID or the link to the post.
User can create tickets anonymously with the command /ticket-create and setting the option anonymous to True.
The server team will see a random alias of the user like "Blue Hog" or "Pink Sheep".
The team can still blacklist the user when closing the ticket by providing this option in the /close command or by providing the respective ticket ID in the /blacklist add command if they misbehave.
The servteam can be anonymous as well, the only difference is, that each reply will have the same alias.
If enabled, the user will see "Serverteam" as the reply-author instead of the user who replied.
If you have Premium, you can even customize this alias to whatever you like.
There are still more options to configure but this should be a good overview of the system.
To learn more about it, visit Tickets.
Another feature of the bot are user- and message-reports.
Users can utilize and to report messages and users to the servers' moderators.
Below is shown which kind of data can and has to be given.
user
automatically
automatically
automatically
message / message-link
/
automatically
/
required
reason
required
Proofs
optional
/
/
/
/
/
/
optional
/
optional
After filling out a report, the report gets sent into the configured and to the user for transparency.
The of the server who can see the report then have some options.
Avaibable actions, if not disabled, are:
Timeout reported user (between 10 seconds and )
Kick reported user
Ban the reported user (optionally set the )
Delete the reported message
Always available are the following actions:
Resolve without action
Ignore the report
These two are basically identical, but one indicates that the report was handled in a different way and the other one basically denies the report.
The user can be informed whether and which action was performed on for which report. By default, the user only receives the information that some action had been taken on the report with a specific ID, but not which.
And that's basically it for the reports.
To learn more about it, visit Reports.
