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Modmail Bot: How Our Server Is Configured

This document explains the key settings for our Modmail bot. Understanding these configurations will help you know why the bot behaves the way it does and what users experience on their end.

1. How New Tickets Are Created & Handled

When a user messages the bot, here’s what happens automatically:

  • New Ticket Category: All new tickets are created as channels under the Modmail category.
  • Notification Ping: The @everyone role is pinged to ensure the entire team is aware of a new ticket.
  • User Mention: The user who opened the ticket is mentioned in the channel's header for easy identification.

Configuration Notes

  • Privacy-Focused Channel Names: Ticket channel names are anonymized (e.g., #modmail-ab12cd34). This is intentional to protect the user's privacy.
  • Accidental Thread Prevention: The bot is configured to ignore short, common messages (like "ok", "ty", "thanks", etc.). This prevents accidental tickets from cluttering our system.

2. How Replying Works

Our server is set up to make replying fast and consistent.

Automatic Replies are ON

You do not need to use !reply. Any message you type in a ticket channel that does not start with ! will be sent directly to the user.

  • 👤 All Replies are Anonymous by Default: All your replies will automatically be anonymous. The user will see your message coming from "Staff", not your personal Discord username.
  • 🕒 Timestamps are ON: For precise record-keeping, messages within the ticket channel will display an accurate UTC timestamp next to them.

3. User Restrictions and Requirements

To prevent spam and misuse, users must meet two conditions to open a Modmail ticket:

User Requirements

  1. Account Age: Their Discord account must be at least 64 hours old. > If their account is too new, they will receive this automated message: > Your account is too new to contact modmail.

  2. Time on Server: They must have been a member of our server for at least 15 minutes. > If they haven't been on the server long enough, they will receive this message: > You need to be a member for 15 minutes to contact modmail.

4. Automated Messages

The bot will send specific, pre-written messages to users in certain situations. Knowing these helps you understand what the user is seeing.

This ticket has been closed. Thank you for contacting us!

Your access to modmail has been blocked by our Staff team indefinitely.

Your access to modmail has been blocked by our Staff team for {duration}. You will be able to use it again on {timestamp}.

Your access to modmail has been restored by our Staff team.

Your block of modmail has ended.

Your access to modmail is blocked.

5. Snippets and Attachments

  • Snippet Prefixes: Our server uses custom prefixes for snippets.

    • !!<shortcut> - Sends an anonymous snippet.
    • !!!<shortcut> - Sends a regular snippet.

    Note on Anonymity

    Because our server defaults all replies to anonymous, both commands will likely appear as anonymous to the end-user.

  • Log Storage: When you close a ticket, the log is saved and sent as a file attachment in the #modmail-log channel.

  • Attachment Handling: Small attachments (under 2.6 MB) sent by users will appear directly as files in the ticket channel, not just as links.