ModMail delivery & staff roles
Understand member-visible replies, internal notes and safe retries.
Select the team
Choose multiple support roles in the ModMail settings. Existing single-role setups continue to work. Keep the private case category and archive restricted to the intended staff team.
Send the right kind of message
Use /send or the supported Reply action for a member-visible response. Internal channel chat and /note are not member messages. Check the selected server and case before sharing details.
Handle delivery failures
Durable delivery records track outgoing messages. If Discord or the member’s DM settings prevent delivery, inspect the failure and use /retry where supported. Successful deliveries should not be resent just because another queued item failed.
Customise the contact panel
Premium can change the ModMail panel title, description, contact button label, emoji and colour. Save the settings and publish a new panel in the chosen public channel. Older posted panels are not silently rewritten.
Closure and feedback
Normal closure checks deliveries and saves an archive. Feedback controls can record member ratings and explicit issue resolution. Configured feedback channels should be suitable for that information; avoid unnecessarily publishing private ticket content.