Plan your categories
Choose support topics, staff teams, and messages before creating your routes.
Create a category for each kind of request that needs its own destination, staff, or messages. A Modmail category is a reusable support route; its Discord category is the place where ticket channels open.
Decide which routes you need
Start with the requests members already bring to your team.
- List common topics, such as general help, appeals, and partnerships.
- For each topic, choose the Discord category where tickets will open and the staff roles that will answer them.
- Note any topic that needs a different greeting, closing message, or rating choice.
- Merge options that would work the same way and be hard for members to tell apart.
You can show the same category in more than one place in your Ticket Menu. You don't need duplicate categories just to offer another path to it.
Name choices for your members
Use a short name that describes the request, such as "Billing question." Add a description explaining when to choose it, such as "Invoices, refunds, and payment trouble." Names and descriptions each accept up to 100 characters. An optional emoji can help members recognize a choice.
The category library sorts alphabetically and searches names and descriptions. Arrange the member-facing order separately on Ticket Menu.
Share the common settings
On Categories, set Transcript channel, Staff roles, Admin roles, and Ping roles once as shared defaults. Leave most categories following those defaults. Use a category override only when a route needs something different, such as appeals limited to a smaller staff team or billing transcripts in a private archive.
If most categories need the same override, change the shared default instead.
Plan the opening and closing messages
Write the opening message to help the member give your team what it needs. For billing, that might be an order number; for appeals, the decision they're asking you to review.
| Message | What to plan |
|---|---|
| Opening message | Required, 1 to 4,000 characters. Supports template variables. |
| Welcome snippet | Optional saved reply sent after the opening message. |
| Close message | Optional sign-off, up to 2,000 characters. |
| Close snippet | Optional saved reply after the close message. Leaving the close message blank also skips this snippet. |
Hide the snippet author is on by default for the close snippet. Decide whether each route needs a rating request too; ratings must be enabled for the bot before a category can collect them.
Next steps
Create your categories, then build the Ticket Menu. If you're unsure which page to edit, read categories and the Ticket Menu.
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