Introduction
Set up Modmail, answer members in Discord, and keep your support records organized.
Modmail gives members a private way to contact your support team through your Discord bot. Use this guide to set it up and start answering requests.
What is Modmail?
Modmail connects a member's direct messages with a private channel where your staff can handle the conversation together. Each conversation is called a ticket. Members don't need to contact individual staff or share their question in a public channel.
A member starts by messaging your bot or choosing an option on a panel in your server. Your ticket menu guides them to a support category, or opens a ticket directly if you offer one route. Their messages and files appear in the ticket channel, and your team's replies reach them through the bot's DMs. The member can't see the staff channel or your internal notes.
When the conversation is finished, your team closes the ticket. You can revisit the conversation in hosted transcripts on the dashboard, or search across all messages in all transcripts to find something without opening each ticket separately. You can also set up ratings to ask members how their support experience went after a ticket closes.
You can open Modmail in the dashboard to manage your bot.
Set up your support desk
Start with a working bot, then choose where tickets open and who handles them.
- Enable Modmail for your bot.
- Complete the guided setup to choose your menu and connect ticket channels, staff roles, and transcripts.
- Check servers and permissions with a test ticket before inviting members to use support.
If you haven't created a bot yet, start with Welcome to AeroNexus.
Help members find the right category
Your Ticket Menu offers the choices; categories decide where those choices lead. Panels put a ticket launcher in a Discord channel.
| You want to… | Read |
|---|---|
| Choose the support topics you need | Plan your categories |
| Arrange the choices members see | Build your Ticket Menu |
| Change staff access, messages, or transcript destinations | Manage categories |
| Add a ticket launcher to a server channel | Create a panel |
Work through a conversation
Read the member's request and past tickets, send an answer, and close the conversation when it's finished. Use explicit reply commands to send to the member, and check your bot's reply settings before typing in the channel.
- Inside a ticket channel explains the summary, messages, and staff access.
- Reply publicly or in private explains replies, anonymity, and internal notes.
- Quick actions covers corrections and notifications for teammates.
- Close a ticket explains closing, reopening, and deleting the finished channel.
Keep answers and records useful
Use saved replies for repeated questions, then revisit records and feedback when you need context or want to improve support.
- Build your snippet library and send snippets in chat.
- Search ticket messages, review member profiles, or read and export transcripts.
- Block a member who misuses support.
- Turn on ratings and review the results.
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