Modmail
Private support system via DMs
Members DM the bot to reach your staff, and each conversation opens in the category you choose for the staff role to answer. Optional questions before it opens, welcome and close messages, transcripts and ratings, and conversations can close by themselves after the hours you set.
- Free, like every feature
- Off until you switch it on
Set it up
- Switch on Modmail
Dashboard → your server → Modules → Support & Tickets → Modmail. It starts off, like every feature.
- Open Modmail in the sidebar
Its settings save as you change them and work straight away.
- How Modmail Works
1. Send a panel to a channel with a "Contact Modmail" button 2. Users click the button to open a private modmail thread 3. The bot DMs the user and creates a staff-only channel 4. User replies via DM, staff replies in the modmail channel 5. All messages are relayed between the user and staff
- Enable Modmail
Allow users to contact staff via DMs
- Modmail Category
The category new conversations are opened in as channels.
- Staff Role
Who can see and answer modmail.
Settings
Everything on the Modmail page of the dashboard. Changes save as you make them.
- How Modmail Works
- 1. Send a panel to a channel with a "Contact Modmail" button 2. Users click the button to open a private modmail thread 3. The bot DMs the user and creates a staff-only channel 4. User replies via DM, staff replies in the modmail channel 5. All messages are relayed between the user and staff
- Enable Modmail
- Allow users to contact staff via DMs
- Modmail Category
- The category new conversations are opened in as channels.
- Staff Role
- Who can see and answer modmail.
- Welcome Message
- What a member is told when they open a conversation. e.g. Thanks for reaching out! A staff member will get back to you shortly. Reply to this DM to send messages to staff.
- Close Message
- What they are told when it is closed. e.g. Your modmail thread has been closed. Click the button again if you need further help.
- Anonymous Staff Replies
- Hide staff identity in replies to the user
- Log Transcripts
- Save transcripts when threads are closed
- Delete closed conversations after
- How long closed conversations are kept: never deleted, or 30 days up to a year.
- Transcript Channel
- A copy of each closed conversation is posted here.
- Auto-Close on Inactivity
- Automatically close inactive threads
- Auto-Close Hours
- Conversations with no messages for this long close by themselves. 0 = never.
- 🌐 Web transcripts
- Keep the whole thread (with images) at a private link only the member and your admins can open, like tickets.
- ⭐ Ask for a rating
- When a thread closes, the member gets a DM to rate the help 1–5 stars.
- Ratings channel (optional)
- Members can rate the help they got; ratings are posted here.
- Panel Channel
- Where the "Contact staff" button is posted.