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Modmail Quick Start Guide

Welcome to the Modmail system! This guide will walk you through the essentials of how to use our Modmail bot to communicate privately with server members.

What is Modmail?

What is Modmail?

Modmail is our private support system. It allows members to get in touch with the entire moderation team by sending a Direct Message (DM) to a bot. This creates a private "ticket" channel in Discord that only the staff can see, allowing us to discuss and respond to the user's query collectively.

How It Works: The Basics

  1. A User Starts a Conversation A server member sends a DM to the @ModMail#9927 bot.

  2. A Ticket is Created The bot instantly creates a new, private channel under the Modmail category. The appropriate staff roles will be pinged to notify everyone of the new ticket.

  3. Communicating with the User This is the most important part. How you type your message determines who sees it.

    Replying to the User

    Simply type your message in the channel and press Enter.

    The user will not see your personal Discord username. They will only see your role (e.g., Staff, Helper) and your message. This ensures consistency and anonymity.

    Sending an Internal Staff Message

    Start your message with an exclamation mark (!). These messages are only visible to the moderation team within the ticket channel and will not be sent to the user. This is perfect for discussing how to handle a situation before replying.

    Internal Message Example

    Goal: You want to ask: Can someone pull up this user's prior offenses?

    What you should type: 

    !Can someone pull up this user's prior offenses?

Essential Modmail Commands

Here are the key commands you'll use to manage Modmail tickets.

Command Action Example Usage
!close Closes the current Modmail ticket immediately. !close
!close <time> Schedules the ticket to close after a specific duration. Use m for minutes, h for hours, and d for days. !close 5m
!close cancel Cancels a scheduled closure. !close cancel
!alert Pings you when the user sends a new reply. !alert
!alert cancel Stops the alert notifications for the current ticket. !alert cancel
!logs Displays the user's past Modmail history. !logs
!delete Deletes the last message sent by a staff member. !delete
!newthread <userID> Manually opens a new ticket with a specific user. !newthread 123456789012345678

Pro-Tip: Closing a Ticket Gracefully

Before closing a ticket, it's good practice to send a concluding message to the user, such as: "You're all set, I'll be closing this ticket now. Feel free to reach out again if you need anything else!"

Reviewing Past Conversations

Conversation Archive

All closed Modmail conversations are saved for future reference. You can find a complete archive of all past tickets in the #modmail-log channel.