Reply publicly or in private

Use a reply command to send an answer to the member's DMs. Use an internal note to coordinate with staff. A "public" reply here means a reply the ticket member can read, not a message posted publicly in your server.

Choose who receives the messageCopy Anchor Link

Check the action before sending, especially if your team has enabled direct replies in the bot's settings.

Plain messages without a command are internal notes by default. With Reply without a command enabled in Config, they go to the member instead. The explicit note prefix keeps a note internal in both modes.

Send a reply from the compose windowCopy Anchor Link

Use the window when you want room to draft or need to include a file.

1. In the ticket channel, run /modmail reply.
2. Write your answer in Message in the Reply to Ticket window.
3. Optional: Add one file under Attachments.
4. Submit and check the ticket channel for the reply or a delivery warning.

You can send a file without text, but you can't submit an empty reply. Use /modmail areply for the same window with anonymous delivery.

Replies are limited to 4,096 characters when delivered. Split longer answers across messages so the end isn't cut off.

Reply straight from chatCopy Anchor Link

Start a Discord message with a reply command and follow it with your answer. You can add attachments to the same Discord message.

.reply Your refund was approved today.
.areply Thanks for waiting. We're checking your request.

.r is short for .reply; .ar and .anonymousreply are alternatives to .areply. You can also use !, ?, -, or = in place of the period. For example, !r Your refund was approved today. sends the same reply.

Without attachments, the typed command is removed after sending, leaving the bot's formatted reply. Check that reply rather than assuming a command sent successfully. An unrecognized command doesn't send a normal reply; if snippet shortcuts are enabled, it can match a saved snippet instead.

Understand anonymous repliesCopy Anchor Link

An anonymous reply shows the server's name and icon to the member. In the ticket channel, it keeps your name with an "(Anonymous)" label. The dashboard record also preserves who sent it, so anonymity hides your identity from the member, not from your team.

Images display in the delivered reply. Other files appear as named links in a Files section.

Keep coordination internalCopy Anchor Link

Write . followed by the note when asking a teammate for help or recording context the member doesn't need to receive. The note stays visible in the Discord ticket channel and is logged with the conversation. Use Show internal in the dashboard transcript to include it there.

If a reply can't be deliveredCopy Anchor Link

A member's privacy settings or a block on the bot can prevent delivery. Modmail shows a warning in the ticket channel; a visible staff copy doesn't by itself mean the member received your answer.

1. Leave an internal note explaining that delivery failed.
2. Contact the member another way and ask them to allow DMs or unblock the bot.
3. Resend the reply after they confirm the change.
4. Check for another delivery warning.

Next stepsCopy Anchor Link

Edit a reply or manage notifications, or send a saved snippet.