Modmail
A private channel between your members and your team.
What it does
When a member wants to report something sensitive, they DM a random moderator. The message gets lost, nobody else knows about it, and nothing is archived.
Modmail turns that DM into a thread visible to the whole team: the member writes to the bot, a thread opens on the staff side, and replies go back to them privately.
The member has nothing to learn: they simply write to the bot like they would to anyone.
What you can do
- Opened by a simple DM to the bot
- Dedicated thread on the staff side, visible to the whole team
- Replies delivered privately to the member
- Anonymous replies, on behalf of the team
- History kept per member
- Blocking of abusive members
- Customisable welcome and closing messages
How to set it up
4 steps · about 3 minutes
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1
Create a staff category
Modmail threads will be grouped there, visible only to your team.
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2
Designate the staff roles
Only those roles will see the threads and be able to reply.
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3
Write the welcome message
This is what the member receives on open. State your usual response time to avoid follow-ups.
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4
Announce the service
Your members need to know that writing to the bot opens a ticket. Mention it in your rules channel.
Frequently asked questions
Does the member see who replies?
You choose: a named reply, or an anonymous one on behalf of the team.
What if the member has closed their DMs?
The bot cannot reply and says so in the thread. It is up to the member to open their DMs.
Related modules
Ready to try it?
This module is free. Invite the bot and enable it in two clicks.
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