About Modmail
Looking for a starter guide?
For a quick and easy introduction to Modmail for you and your team members, we recommend our Starter Guide (Modmail 101).
How does Modmail work?
The Modmail system of the SCNX Support-Bot allows users to create support tickets by sending a direct message to your bot. When a user messages the bot, a ticket channel is created on your server where team members can view and respond to the message. All replies from team members are relayed back to the user via DM, creating a seamless conversation without the user needing to join a specific channel.
To give you a better overview, we've split the individual features in this article into different sections. Of course, you'll also find every feature explained in detail on the respective documentation pages.
Key features
- DM-based tickets: Users create tickets simply by messaging the bot — no need for buttons or commands.
- Message relay: Messages are relayed between the user's DMs and a staff channel, keeping conversations private.
- Anonymous messaging: Staff can send messages without revealing their identity to the user.
- Snippets: Create reusable text templates for quick and consistent responses.
- Ticket topics: Categorize tickets to route them to the right team.
- Claiming: Assign tickets to specific team members to avoid duplicate work.
- Forms: Collect structured information from users using custom forms.
- Auto-close: Automatically close inactive tickets to keep your ticket list tidy.
- Support feedback: Collect ratings and feedback from users after tickets are closed.
- And much more: Opening hours, ticket hold, additional members, statistics channels, and more.
Getting started
- Enable Modmail in the configuration.
- Set up your ticket category, log channel, and team roles.
- Share the Starter Guide with your team so they know how to use Modmail.