Configuration
Main configuration
Features
- Enable or disable the ticket system for your Discord server.
- Configure categories, channels, and roles to organize your tickets.
- Enable AI summaries to receive an automatically generated summary after a ticket is closed.
- Configure additional options to get full control over your ticket system.
Images coming soon ✨
Setup
- Create a category for new tickets and a private text channel for ticket logs on your Discord server.
- Create the relevant roles on your Discord server that should later get access to tickets.
- 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 |
|---|---|
/ticket admin-open | Only available if “Allow staff to open tickets on behalf of a user?” is enabled. Allows team members to create new tickets with specific users. Restrictions like multiple open tickets or opening hours are bypassed. |
/ticket close | Allows team members (and users, if configured) to close the ticket in the current channel. |
/ticket form | Sends a specific form in the ticket. |
/ticket open | Only available if “Allow users to open tickets via command?” is enabled. Opens a new ticket (with a specific topic) on your Discord server. |
Configuration
| Field | Description |
|---|---|
| Enable ticket system? | Enables or disables the ticket system for your Discord server. |
| Enable maintenance mode? | If enabled, no ticket actions can be performed (such as creating/editing/closing tickets). Messages can still be sent in already opened tickets. |
| Allow users to open tickets via command? | If enabled, your users can create tickets not only via buttons and dropdowns, but also with /ticket open. |
| Allow staff to open tickets on behalf of a user? | If enabled, team members can create a ticket with a user using /ticket admin-open. Restrictions like multiple open tickets or opening hours are bypassed. |
| Category for new tickets | New tickets are created in this category by default. You can set different categories for different ticket topics on the Ticket topics page in your dashboard. More info here. |
| Team member roles | These roles get access to tickets by default and are mentioned when a new ticket is created. You can set different roles for different ticket topics on the Ticket topics page in your dashboard. More info here. |
| Log channel | Your bot will automatically send all support-relevant messages to this channel by default. You can set different log channels for different ticket topics on the Ticket topics page in your dashboard. More info here. |
| Ticket message | Your bot will send this message by default when a user creates a new ticket. You can set different messages for different ticket topics on the Ticket topics page in your dashboard. More info here. |
| Allow only one ticket per user (global) | If enabled, a user can have at most one ticket open at a time. You can set different ticket limits per topic on the Ticket topics page in your dashboard. More info here. |
| AI summary of ticket transcripts | If enabled, after closing the ticket your bot will automatically send an AI-generated summary of the ticket to the configured log channel. Note that this uses your server’s AI credit and certain data is shared with “modmail.net” (an SCNX product). You can find our privacy policy here. |
| Allow team members to rename tickets? | If enabled, team members can rename tickets with /ticket rename. Note: after a manual rename, the bot can no longer automatically change the ticket name when transferring it (if enabled in ticket topics). |
| Show rename button under the ticket message? | Only available if “Allow team members to rename tickets?” is enabled. If enabled, a button is added under the ticket message so team members can rename the ticket faster. Otherwise they must use /ticket rename. |
| Rename button text | Only available if “Allow team members to rename tickets?” and “Show rename button under the ticket message?” are enabled. This text is shown on the button under the ticket message. |
| Ticket rename message | Only available if “Allow team members to rename tickets?” is enabled. This message is sent into the ticket channel when a ticket is renamed. |
Ticket opening messages
Features
- Let your users create new tickets easily via buttons or dropdown menus.
- Send multiple ticket opening messages with different ticket topics into different channels to spread ticket creation across multiple channels.
- Choose between buttons or dropdown menus for each message to provide the best user experience.
Images coming soon ✨
Setup
- Visit the Ticket opening messages section in your dashboard.
- Click the blue “Add ticket opening message” button to create a new ticket opening message.
- Configure the available options.
Configuration
| Field | Description |
|---|---|
| Channel to send the message to | Your configured message will be sent to this channel. |
| Message | Your bot will send this message into the selected channel. |
| Show only specific ticket topics? | If enabled, your bot will only use selected ticket topics. If you want to use buttons, you can select at most one topic here. |
| Use buttons? | If enabled, your bot will use buttons instead of the default dropdown menu. |
Ticket closing
Features
- Add a close button to the ticket message so tickets can be closed with one click.
- Allow tickets to be closed by the ticket creator (instead of only by team members).
- Enable close requests to prevent team members from closing tickets immediately.
Images coming soon ✨
Setup
- Visit the Ticket closing 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 |
|---|---|
/ticket close [force:<Boolean>] | Only available if “Allow team members to close tickets without confirmation?” is enabled. Allows team members to close tickets even if a close request is open by setting the force option to True. |
/ticket close-schedule | Only available if “Can team members manually schedule when tickets should be closed?” is enabled. Allows team members to schedule closing tickets instead of closing them immediately. |
Configuration
| Field | Description |
|---|---|
| Show ticket close button in the ticket message? | If enabled, a button is added to the ticket message that team members (or users, if enabled) can use to close the ticket. Otherwise they must use /ticket close. |
| Close button text | Only available if “Show ticket close button in the ticket message?” is enabled. This text is shown on the button under the ticket message. |
| Allow users to close their own tickets? | If enabled, users can close their own tickets in addition to team members. |
| Require team member confirmation before closing the ticket? | Only available if “Allow users to close their own tickets?” is enabled. If enabled, the user must create a close request before the ticket can be closed. |
| User confirmation message for close request | Only available if “Allow users to close their own tickets?” and “Require team member confirmation before closing the ticket?” are enabled. This message is sent into the ticket channel when a user creates a close request. |
| Send a DM confirmation when a ticket is closed? | If enabled, your bot will send a DM to the user after the ticket is closed. |
| Ticket close confirmation DM message | Only available if “Send a DM confirmation when a ticket is closed?” is enabled. Customize the message the bot sends to the user after closing the ticket. |
| Attach transcript to the ticket close DM? | Only available if “Send a DM confirmation when a ticket is closed?” is enabled. If enabled, the bot will attach a transcript of the ticket to the DM. |
| Require user confirmation before the ticket is closed? | If enabled, instead of immediately closing a ticket, the team member sends a close request to the user, which the user must confirm to close the ticket permanently. |
| Message for ticket close request by a team member | Only available if “Require user confirmation before the ticket is closed?” is enabled. This message is sent when a team member creates a close request in the ticket. |
| Timeout for the close request | Only available if “Require user confirmation before the ticket is closed?” is enabled. Within this period, the user must respond to the close request before the ticket is closed automatically. Learn how to set durations in SCNX here. |
| Allow team members to close tickets without confirmation? | Only available if “Require user confirmation before the ticket is closed?” is enabled. If enabled, team members can close a ticket despite an open close request using /ticket close [force:<Boolean>]. |
| Can team members manually schedule when tickets should be closed? | If enabled, team members can schedule closing tickets with /ticket close-schedule. |
| Scheduled close message | Only available if “Can team members manually schedule when tickets should be closed?” is enabled. This message is sent into the ticket channel as soon as a team member runs the command. |
Additional ticket members
Features
- Add additional (team) members to a ticket (or remove them) to resolve issues more easily.
- Configure whether the ticket owner can add new members themselves.
- Notify the user with a message when users are added or removed.
- Add a button to the ticket message so members can be added with one click.
Images coming soon ✨
Setup
- Visit the Additional ticket members 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 |
|---|---|
/ticket users add | Adds a new user to the ticket. |
/ticket users remove existing-additional-ticket-user:<User> | Removes a previously added user from the ticket. |
Configuration
| Field | Description |
|---|---|
| Allow additional ticket members? | Enables or disables the feature for your ticket system. |
| Show “add additional users” button in the ticket message | If enabled, a button is added to the ticket message to add ticket members. Otherwise, users must use /ticket users add. |
| Add-user button text | Only available if “Show “add additional users” button in the ticket message” is enabled. Customize the text displayed on the button. |
| Can the ticket owner add additional users? | If enabled, users can add additional members to their tickets (in addition to team members). |
| Message for selecting additional users | This message is shown to the user when they click the add-user button or run the command. |
| Message when a user is removed | This message is sent when a member is removed from the ticket. |
| Message when a user is added | This message is sent when a member is added to the ticket. |
Auto close tickets
Features
- Automatically close tickets after user inactivity to keep your ticket list tidy.
- Send a warning before automatic closing to remind the user about their ticket.
- Automatically mark tickets as resolved when the user leaves the server.
Images coming soon ✨
Setup
- Visit the Auto close tickets section in your dashboard.
- Configure the available options.
Configuration
| Field | Description |
|---|---|
| Automatically close ticket when a user leaves the server | If enabled, your bot will automatically close the ticket if the user leaves your server. |
| Send inactivity notification? | If enabled, your bot will send a warning to the user before automatically closing the ticket, so they have a chance to respond. |
| Notification message | Only available if “Send inactivity notification?” is enabled. Customize the warning message your bot sends. |
| Notification period | Only available if “Send inactivity notification?” is enabled. Set how long the user must be inactive before the warning is sent. Learn the SCNX duration format here. |
| Automatically close inactive tickets | If enabled, your bot will automatically close the ticket after user inactivity. |
| Time window for automatically closing tickets | Only available if “Automatically close inactive tickets” is enabled. Set how long the user must be inactive before the ticket is closed automatically. Learn the SCNX duration format here. |
Ticket reminders
Features
- Send an automatic reminder if a team member is inactive in their ticket.
- Mention unhandled tickets in your reminder channel to draw attention to tickets without a response.
Images coming soon ✨
Setup
- Create a private text channel for reminder notifications on your Discord server.
- Visit the Ticket reminders section in your dashboard.
- Configure the available options.
Configuration
| Field | Description |
|---|---|
| Reminder channel | Your bot will send reminders to this channel. |
| Remind the last (or assigned) team member? | If enabled, your bot will send a reminder message for the responsible team member. |
| Last team member reminder period | Only available if “Remind the last (or assigned) team member?” is enabled. Set how long the team member must be inactive before a reminder is sent. Learn the SCNX duration format here. |
| Reminder message for the last team member | Only available if “Remind the last (or assigned) team member?” is enabled. Customize the reminder message that will be sent. |
| Mention again if a ticket hasn’t received a team member response yet | If enabled, your bot will send a reminder message about tickets that haven’t been handled yet. |
| Period before reminding about an unassigned/unanswered ticket | Only available if “Mention again if a ticket hasn’t received a team member response yet” is enabled. Set how long tickets must remain unhandled before a reminder is sent. Learn the SCNX duration format here. |
| Unassigned ticket reminder message | Only available if “Mention again if a ticket hasn’t received a team member response yet” is enabled. Customize the reminder message that will be sent for unhandled tickets. |
Ticket hold
Features
- Put a ticket into hold mode to forward it to other team members or groups.
- Inform the user with a message when hold is enabled/disabled in their ticket.
- Lock the channel so members cannot write while the ticket is on hold.
- When a ticket is on hold, Auto close tickets is disabled for that ticket.
Images coming soon ✨
Setup
- Visit the Ticket hold 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 |
|---|---|
/ticket hold | Enables or disables the hold status for the current ticket. |
Configuration
| Field | Description |
|---|---|
| Enable ticket hold command? | If enabled, ticket hold is active in your ticket system. |
| Lock ticket when it is put on hold? | If enabled, the ticket channel will be locked automatically as soon as the ticket is put on hold. |
| Hold message | This message is sent when hold is enabled. |
| Unhold message | This message is sent when hold is disabled. |
Advanced message configuration
Features
- Define the formatting of ticket channel names so tickets can be clearly identified.
- Configure various messages to perfectly match your server.
- Change the ticket ID generation type to use a different variant for the ticket ID in the channel name.
Images coming soon ✨
Setup
- Visit the Advanced message configuration section in your dashboard.
- Configure the available options.
Configuration
| Field | Description |
|---|---|
| Ticket channel name format | This format is used by your bot to create names for new ticket channels. You can set different formats for different ticket topics on the Ticket topics page in your dashboard. More info here. |
| Error message: user already has an open ticket | Only sent if configured. This message is sent when a user tries to open another ticket while they already have an active one. |
| Error: ticket not found | This message is sent when a team member tries to claim a ticket that has already been closed or deleted. |
| Error: command used outside ticket channels | This message is sent when a team member runs ticket commands outside a ticket channel. |
| Ticket-by-command confirmation message | This message is sent when a user tries to open a new ticket via /ticket open (if configured). |
| Error: insufficient permissions to add users to a ticket | This message is sent when a user without the required permissions tries to add/remove a user to/from a ticket (if configured). |
| Error: user has already been added to the ticket | This message is sent when trying to add a user who already has access to the ticket. |
| Ticket ID generator | This ID is used by your bot for the ticket channel name. |
Statistics channels
Features
- Display different statistics in different channels to provide information about your ticket system.
- Add the statistics you want and adjust the channel name accordingly.
Images coming soon ✨
Setup
- Create at least one voice channel for statistics on your Discord server.
- Visit the Statistics channels section in your dashboard.
- Click the blue “Add statistics channel” button to create a new item.
- Configure the available options.
Configuration
| Field | Description |
|---|---|
| Channel | This voice channel is used for the statistics item. |
| Include only tickets with specific ticket topics | If enabled, only selected ticket topics are included in the statistics. |
| Channel name | This text is used as the channel name. |