Bot Configuration

Main configuration

Features

• Enable the blocklist to prevent abusive users from creating tickets.
• Use blocklist slash commands in Discord to add or remove users with optional reasons and durations.
• Adjust your bot's time zone for accurate opening hours, timestamps, and analytics.

Setup

• Visit the Main configuration section in your dashboard.
• Configure the available options.

Commands

Understand the documentation

In these docs, name:<Type> is an option of a slash-command with name name and the type Type. Options that not required, are described as [name:<Type>]. If the action of a command is vastly different between required and not-required options, we might list them separately.

Examples

• /moderate ban user:<Member>: This command (/moderate ban) has an required option with the name "user" that only accepts one member as a value.
• /moderate ban victim:<Member> reason:<Text>: This command (/moderate ban) has an required option with the name "victim" that only accepts one member as a value and another required option with the name "reason" that accepts any text as an value.
• /moderate ban victim:<Member> reason:<Text> [proof:<Attachment>]: This command (/moderate ban) has an required option with the name "victim" that only accepts one member as a value, another required option with the name "reason" that accepts any text as an value and a not-required option with the name "proof" which allows one attachment as its value.

Command	Description
/blocklist add user:<User> [reason:<Text>] [duration:<Duration>]	Adds a user to the blocklist. Optionally specify a reason and duration (e.g. 2d4h for 2 days and 4 hours). Without a duration, the block is permanent.
/blocklist remove user:<User>	Removes a user from the blocklist.
/blocklist status user:<User>	Shows whether a user is blocked, including the reason and remaining duration.
/blocklist list	Shows all currently blocked users with their reasons and durations.

Configuration

Field	Description
Enable blocklist	Enables or disables the blocklist feature for your support bot. When enabled, the blocklist slash commands become available and blocked users cannot create tickets. The blocklist applies to both Modmail and the Ticket System.
Bot time zone	This time zone is used for your bot's opening hours, timestamps in analytics, and other time-based features. Make sure to set this to your team's local time zone.

Bot configuration

Features

• Customize your bot's Discord presence to match your server's style.
• Define a custom status text that is displayed on your bot's profile.
• Choose between activity types like "Playing", "Streaming", "Listening", "Watching", "Competing", or "Custom".

Setup

• Visit the Bot configuration section in your dashboard.
• Configure the available options.

Configuration

Field	Description
Bot status	This text is displayed as your bot's status on Discord (e.g. "Support tickets" or "DM me for help").
Bot status type	The activity type shown in Discord alongside your status text. Options: "Playing", "Streaming", "Listening", "Watching", "Competing", or "Custom".

Bot branding

Features

• Customize the default embed footer and image used across all bot messages.
• Match your bot's branding to your server's identity for a professional look.

Setup

• Visit the Bot branding section in your dashboard.
• Configure the available options.

Configuration

Field	Description
Default embed footer	This text is used as the default footer in all embed messages sent by your bot (e.g. ticket messages, log messages, feedback messages).
Default footer image	This image URL is displayed next to the footer text in embed messages. Use your server's logo or icon for consistent branding.

Staff commands

Features

• Enable the /analytics command so team members can view support statistics directly in Discord.
• Enable the /summary command for AI-powered ticket summaries using your server's AI credits.
• Customize the messages displayed by the analytics and summary commands.

Setup

• Visit the Staff commands section in your dashboard.
• Configure the available options.

Commands

Understand the documentation

In these docs, name:<Type> is an option of a slash-command with name name and the type Type. Options that not required, are described as [name:<Type>]. If the action of a command is vastly different between required and not-required options, we might list them separately.

Examples

• /moderate ban user:<Member>: This command (/moderate ban) has an required option with the name "user" that only accepts one member as a value.
• /moderate ban victim:<Member> reason:<Text>: This command (/moderate ban) has an required option with the name "victim" that only accepts one member as a value and another required option with the name "reason" that accepts any text as an value.
• /moderate ban victim:<Member> reason:<Text> [proof:<Attachment>]: This command (/moderate ban) has an required option with the name "victim" that only accepts one member as a value, another required option with the name "reason" that accepts any text as an value and a not-required option with the name "proof" which allows one attachment as its value.

Command	Description
/analytics [days:<1-30>] [member:<User>] [system:<all|modmail|ticket-system|voice-support>]	Shows support analytics. All options are optional: days selects the window (1–30, default 7), member narrows to a specific team member, and system filters to one product area. Percentages compare the selected window against the preceding window of the same length. Requirement Only available if "Enable analytics command" is enabled.
/summary	Generates an AI-powered summary of the current ticket. Requirement Only available if "Enable summary command" is enabled. Uses your server's AI credits.

Configuration

Field	Description
Enable analytics command	If enabled, team members can use the /analytics command to view support statistics directly in Discord.
Analytics message	Customize the message displayed when running the /analytics command (server-wide statistics). Available placeholders %days% (the period length in days), %ticketCount% (tickets created in the period, with change vs. the previous period), %avgResponseTime% (average first-response time, with change), %staffMessages% (total staff messages, with change), %avgRating% (average feedback rating, with change), %ratingCount% (number of ratings submitted), %ticketsWithFirstResponse% (number of tickets that received at least one staff reply). Global placeholders are also available. Requirement Only available if "Enable analytics command" is enabled.
Staff analytics message	Customize the message displayed when /analytics is run with the member: option (per-staff statistics). Available placeholders All placeholders from the Analytics message, plus the selected team member's placeholders: %userID%, %tag%, %username%, %avatarUrl%, %mention%. Global placeholders are also available. Requirement Only available if "Enable analytics command" is enabled.
Enable summary command	If enabled, team members can use the /summary command to generate an AI summary of the current ticket. Note This uses your server's AI credits and shares certain data with "modmail.net" (a SCNX product). Privacy policy here.
Summary message	Customize the embed sent when the /summary command is run. Modmail and ticket system each have their own template. Available placeholders %summary% (the AI-generated summary), %ticketID%, plus the ticket author's standard user placeholders: %userID%, %tag%, %username%, %avatarUrl%, %mention%. Global placeholders are also available. Requirement Only available if "Enable summary command" is enabled.

Opening hours

You can find our documentation page for opening hours here.

modmail.net features

You can find our documentation page for modmail.net features here.