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	Allows team members to create new tickets with specific users. Requirement Only available if "Allow team members to open tickets on behalf of a user?" is enabled.
/ticket close	Allows team members and users to close tickets. Note Users can only close tickets if "Allow users to close their own tickets?" is enabled.
/ticket form	Sends a specific form into a ticket channel.
/ticket open	Opens a new ticket (with a specific ticket topic). Requirement Only available if "Allow users to open tickets via command?" is enabled.

Configuration

Field	Description
Enable ticket system?	Enables or disables the ticket system.
Enable maintenance mode?	If enabled, no actions related to tickets can be performed. Note Actions can still be performed and messages can still be sent in already opened tickets.
Maintenance mode message	This message is shown when ticket actions are performed during maintenance mode. Requirement Only available if "Enable maintenance mode?" is enabled.
Allow users to open tickets via command?	If enabled, users can create a new ticket using the command /ticket open.
Allow team members to open tickets on behalf of a user?	If enabled, team members can create a ticket with a user using the command /ticket admin-open. Note Restrictions like multiple open tickets or opening hours are ignored.
Category for new tickets	New tickets are created in this category by default. Note You can configure other 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. Note You can configure other roles for different ticket topics on the Ticket topics page in your dashboard. More info here.
Log channel	All support-relevant messages are sent to this channel. Note You can configure other log channels for different ticket topics on the Ticket topics page in your dashboard. More info here.
Ticket message	This message is sent into the ticket channel when a new ticket is created. Note You can configure other 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. Note You can configure other ticket limits for different ticket topics on the Ticket topics page in your dashboard. More info here.
AI summary of ticket transcripts	If enabled, an AI-generated summary of the ticket transcript is generated after a ticket is closed. Note This feature 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 using the command /ticket rename. Note After manually changing the ticket name, it will no longer be changed automatically when transferring the ticket to another topic (if enabled).
Show rename button under the ticket message?	If enabled, a button to edit the ticket name is added under the ticket message. Requirement Only available if "Allow team members to rename tickets?" is enabled.
Rename button text	This text is shown on the rename button. Requirement Only available if "Show rename button under the ticket message?" is enabled.
Ticket rename message	This message is sent into the ticket channel when a ticket is renamed. Requirement Only available if "Allow team members to rename tickets?" is enabled.

Ticket opening message

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 message 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	The ticket opening message is sent to this channel.
Message	This message is sent to the configured channel.
Show only specific ticket topics?	If enabled, only specific ticket topics are shown. Note If you want to use buttons, you can select at most one ticket topic here.
Use buttons?	If enabled, buttons are used instead of a 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 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>]	Allows team members to bypass close requests by setting the force option to True. Requirement Only available if "Allow team members to close tickets without confirmation?" is enabled.
/ticket close-schedule	Allows team members to schedule ticket closing. Requirement Only available if "Can team members manually schedule when tickets should be closed?" is enabled.

Configuration

Field	Description
Show ticket close button in the ticket message?	If enabled, a button to close the ticket is added to the ticket message.
Close button text	This text is shown on the button under the ticket message. Requirement Only available if "Show ticket close button in the ticket message?" is enabled.
Allow users to close their own tickets?	If enabled, users can close tickets in addition to team members.
Require team member confirmation before closing the ticket?	If enabled, users must create a close request before the ticket can be closed. Requirement Only available if "Allow users to close their own tickets?" is enabled.
User confirmation message for close request	This message is sent into the ticket channel when a user creates a close request. Requirement Only available if "Require team member confirmation before closing the ticket?" is enabled.
Send a DM confirmation when a ticket is closed?	If enabled, a DM is sent to the user after the ticket is closed.
Ticket close confirmation DM message	This message is sent to the user after the ticket is closed. Requirement Only available if "Send a DM confirmation when a ticket is closed?" is enabled.
Attach transcript to the ticket close DM?	If enabled, a transcript is attached to the ticket close DM. Requirement Only available if "Send a DM confirmation when a ticket is closed?" is enabled.
Require user confirmation before the ticket is closed?	If enabled, a close request is sent to the user before a team member can close the ticket.
Message for ticket close request by a team member	This message is sent into the ticket channel when a team member creates a close request. Requirement Only available if "Require user confirmation before the ticket is closed?" is enabled.
Timeout for the close request	Within this period, the user must respond to the close request before the ticket is closed automatically. Requirement Only available if "Require user confirmation before the ticket is closed?" is enabled. Note Learn how to set durations in SCNX here.
Allow team members to close tickets without confirmation?	If enabled, team members can bypass the close request using the command /ticket close [force]. Requirement Only available if "Require user confirmation before the ticket is closed?" is enabled.
Can team members manually schedule when tickets should be closed?	If enabled, team members can schedule closing tickets using the command /ticket close-schedule.
Scheduled close message	This message is sent into the ticket channel when a ticket close is scheduled. Requirement Only available if "Can team members manually schedule when tickets should be closed?" is enabled.

Additional ticket members

Features

• Add additional (team) members to a ticket (or remove them) to resolve issues more easily.
• Configure whether the ticket creator can add new members themselves.
• Notify the user with a message about adding and removing users.
• Add a button to the ticket message to add members 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 the ticket system.
Show “add additional users” button in the ticket message	If enabled, a button to add ticket members is added to the ticket message.
Add-user button text	This text is shown on the button under the ticket message. Requirement Only available if "Show “add additional users” button in the ticket message" is enabled.
Can the ticket owner add additional users?	If enabled, users can add additional members to their tickets.
Message for selecting additional users	This message is shown when selecting a user to add.
Message when a user is removed	This message is sent into the ticket channel when a user is removed.
Message when a user is added	This message is sent into the ticket channel when a user is added.

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, the ticket is automatically closed when the user leaves the server.
Send inactivity notification?	If enabled, an inactivity warning is sent into the ticket channel.
Notification message	This message is sent as the inactivity warning into the ticket channel. Requirement Only available if "Send inactivity notification?" is enabled.
Notification period	The user must be inactive for this period to receive the inactivity warning. Requirement Only available if "Send inactivity notification?" is enabled. Note Learn how to set durations in SCNX here.
Automatically close inactive tickets	If enabled, the ticket is automatically closed after inactivity.
Time window for automatically closing tickets	The user must be inactive for this period to automatically close the ticket. Requirement Only available if "Automatically close inactive tickets" is enabled. Note Learn how to set durations in SCNX here.

Ticket reminders

Features

• Send an automatic reminder when a team member is inactive in their ticket.
• Mention tickets that haven’t been handled yet in your reminder channel to draw attention to unanswered tickets.

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	Ticket reminders are sent to this channel.
Remind the last (or assigned) team member?	If enabled, a reminder message for the responsible team member is sent to the reminder channel.
Last team member reminder period	The team member must be inactive for this period to receive a reminder. Requirement Only available if "Remind the last (or assigned) team member?" is enabled. Note Learn how to set durations in SCNX here.
Reminder message for the last team member	This message is sent as a reminder message for inactive team members. Requirement Only available if "Remind the last (or assigned) team member?" is enabled.
Mention again if a ticket hasn’t been handled yet	If enabled, a reminder message is sent for unanswered tickets.
Period before reminding about an unassigned ticket	A ticket must be unanswered for this period before a reminder is sent. Requirement Only available if "Mention again if a ticket hasn’t received a team member response yet" is enabled. Note Learn how to set durations in SCNX here.
Unassigned ticket reminder message	This message is sent as a reminder message for unanswered tickets. Requirement Only available if "Mention again if a ticket hasn’t received a team member response yet" is enabled.

Ticket hold

Features

• Put a ticket into hold mode to forward it to other team members or groups.
• Inform the user with a message about enabling/disabling hold in their ticket.
• Lock the channel so members can’t write in the channel while the ticket is on hold.
• As soon as 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 hold for the current ticket.

Configuration

Field	Description
Enable ticket hold command?	Enables or disables the feature for the ticket system.
Lock ticket when it is put on hold?	If enabled, the ticket channel is 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 for ticket channel names. Note You can configure other formats for different ticket topics on the Ticket topics page in your dashboard. More info here.
Error message: user already has an open ticket	This message is shown when a user tries to create another ticket while they already have one open. Requirement Only shown if "Allow only one ticket per user (global)" is enabled.
Error: ticket not found	This message is shown when trying to claim a ticket that has already been closed or deleted.
Error: command used outside ticket channels	This message is shown when ticket commands are used outside ticket channels.
Ticket-by-command confirmation message	This message is shown when opening a new ticket using the command /ticket open. Requirement Only shown if "Allow users to open tickets via command?" is enabled.
Error: insufficient permissions to add users to a ticket	This message is shown when trying to add or remove ticket members without the required permissions. Requirement Only shown if "Allow additional ticket members?" is enabled.
Error: user has already been added to the ticket	This message is shown when trying to add a ticket member that has already been added. Requirement Only shown if "Allow additional ticket members?" is enabled.
Ticket ID generator	This ID is used for the ticket channel name.

Statistics channels

Features

• Display different statistics in different channels and 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.