Transcripts and routing

Each category connects a support topic to a Discord destination, staff roles, and a transcript channel. Use these settings to send requests to the right team and keep their records together.

Choose where tickets openCopy Anchor Link

The category's Discord category is where new ticket channels open. Staff roles get access to those channels; the member communicates through the bot's DMs. Check servers and permissions when setting up privacy.

Ping roles are mentioned when a ticket opens. The category uses its own override or the shared defaults. If neither provides a ping role, the bot mentions @here.

Choose where transcripts goCopy Anchor Link

On close, Modmail sends the channel's HTML transcript to the category's Transcript channel override, or the shared default if there is no override. If that destination is missing or unavailable, look for the file on the closing confirmation in the ticket channel.

Before deleting a closed channel, check that you have the transcript you need. Transcripts explains the Discord file, dashboard record, and exports.

Fix an unavailable destinationCopy Anchor Link

If a Discord category is deleted, members using routes that point to it are told that support isn't set up correctly and to try again later. The server owner can also receive a DM identifying the problem.

1. Open Categories for the affected bot.
2. Select the affected category.
3. Choose an existing Discord category and save.
4. Test the route by opening a new ticket.

Check every route pointing to the deleted Discord category. Changing one doesn't repair the others.

Move an open ticketCopy Anchor Link

Use /modmail changecategory inside the ticket channel and select the target in newcategory. The ticket moves to that route's destination and uses its permissions and routing. Choosing its current category leaves it unchanged.

You must be an admin of the ticket's current category to move it. Admin access to the destination alone isn't enough.

Open a ticket for a memberCopy Anchor Link

Use a staff-created ticket when your team needs to start a conversation. You must be an admin in at least one category and in the category you select.

1. Run /modmail createticket and choose the user.
2. Follow the menu to choose the support route.
3. Read any restriction warning. Choose Continue anyway only if you intend to proceed, or Cancel to stop.
4. Use the confirmation link to open the new ticket channel.

The member receives a welcome DM. The bot checks for an existing ticket and other restrictions before creating the conversation; a blacklist warning lets authorized staff decide whether to proceed.

Next stepsCopy Anchor Link

Edit category messages and roles, or create a panel so members can find your routes.