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Modmail
A private line to your staff. Members DM the bot, and the conversation appears in a staff-only channel where your team can reply, all without a public ticket.
Where to find it: run
/config Category dropdown Support Modmail. Toggle the module on first.How it works vs Tickets
Modmail starts in DMs: a member messages the bot and staff reply from a private channel, so the member never has to post publicly. Tickets instead open a channel inside the server. Use Modmail for quiet, one-on-one support; use Tickets for structured, in-server requests.
Good to know
Turn on Hide Names so members see "Staff" instead of individual staff usernames.
Recommended setup
- Channel: set the staff-only channel where modmail conversations appear.
- Role: set the role pinged when a new modmail comes in.
- (Optional) Tune Archive timing, Hide Names, Muted, and a Blacklist.
Reference: all settings
| Setting | What it does |
|---|---|
| Channel | The staff-side channel where modmail threads are created. |
| Role | The role pinged for new modmails. |
| Blacklist | Users blocked from using modmail. |
| Archive | Auto-archive duration for inactive modmail threads. |
| Hide Names | Hide staff usernames in replies to the member. |
| Muted | Prevent muted members from opening modmails. |
Troubleshooting
| Problem | Fix |
|---|---|
| Member DMs go nowhere | Set a modmail Channel and make sure the member shares the server with the bot and allows DMs. |
| Staff aren’t notified | Set the ping Role and make sure it’s mentionable. |