Inside a ticket channel
Read the request, check past tickets, and understand what your team sees in a ticket channel.
A ticket channel brings the member's request, your team's replies, and internal notes into one staff workspace. The member stays in the bot's DMs and doesn't see the channel itself.
Start with the summary
The opening card gives you context before you answer.
| Detail | What it shows |
|---|---|
| Member | Username and avatar, server nickname, and roles. |
| Ticket ID | The reference used in ticket records. |
| Opened | When the conversation started. |
| Account age | How old the member's Discord account is. |
| Past tickets | Links to their ten most recent conversations, with status and opening time. |
The first message appears beneath the details. If the member has more than ten past tickets, the heading also shows the total. Open related tickets to check what your team already discussed or promised.
Read incoming messages and files
Messages sent to the bot appear in the ticket channel with the member's name and avatar. Images display in the message; other files appear as named links under Files.
After receiving a message, the bot adds a check mark or your configured reaction to the member's DM. If a member reports a missing message, ask whether that confirmation appeared.
Long messages can be shortened to Discord's 4,096-character embed limit. Ask members to split long reports into smaller messages if text is cut off.
Check who can read the conversation
Ticket channels are for staff. Configured staff roles get access when the channel opens, while regular members can't view it. Discord server owners and administrators retain access through Discord's permissions.
Keep sensitive routes restricted to the staff roles that need them. Review servers and permissions before changing access.
Answer or leave a team note
Use /modmail reply to send a member-facing answer, or /modmail areply to
answer with the server's identity. Plain channel messages are internal notes
by default, but can become replies if direct replies are enabled. Start a
note with a period and a space, such as . Checking this with the team.,
to keep it internal in either mode.
Reply publicly or in private covers the commands, attachments, and delivery warnings.
Rename or move the ticket
Run /modmail rename in the channel to give it a more useful name. Leaving
the name empty restores the original ticket name.
To move a conversation, run /modmail changecategory and choose its new
category. You must be an admin of the current category. The ticket uses the
destination category's permissions and routing after moving. Choosing its
current category leaves it unchanged.
Next steps
Send a reply, subscribe a teammate, or close the ticket when support is finished.
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