Tickets & ModMail
Understand private channels, DMs, staff workflows and transcripts.
Two ways to reach your team
Channel tickets create a private conversation inside your server. ModMail lets a member send PrynBot a DM while staff handle the conversation in a private server channel. Both standard ticket systems are free.
The member experience
Members can use a support panel or /support. If they contact more than one server through ModMail, they select the intended team. Private conversation content goes to that team; the bot does not merge conversations across servers.
The opening ModMail notice explains the server’s configured post-closure retention period. Members should not share passwords, tokens, payment-card details or other unnecessary sensitive information.
The staff workflow
Use /claim and /release to coordinate ownership. /priority, /topic and /tag organise the queue. /note records internal context; /snippet manages saved replies.
/send and /reply relay responses to the member. Delivery tracking supports /retry without resending successful messages.
Closing and archives
Normal closure saves an archive before removing the ticket channel. ModMail checks pending or failed deliveries, and staff can use /transcript to export the case. A failed archive keeps the ticket available rather than silently discarding it.
ModMail’s configured retention policy and the channel-ticket transcript lifecycle are different. Read the draft data policy for the distinction.
Feedback and follow-ups
Closed ModMail conversations can present member feedback controls. Staff can configure the feedback channel with /feedback-channel. /reopen opens a linked follow-up, keeping the original case reference available.