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‎docs/modmail/basics.md

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# Modmail starter guide (Modmail 101)
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---
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<center><h1>Coming soon</h1></center>
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<center>We're still working on adding this documentation file - please check back later or raise a PR.</center>
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In this document, we've collected everything that is helpful to understand how to use modmail on any server.
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:::info
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You can also send this document to your support team so they understand how the Modmail-Bot works.
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:::
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## Creating and processing tickets {#basics}
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Users can create tickets by either sending a direct message to the Modmail-Bot or using a button below
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an [information message](./configuration/modmail-info). When a user opens a ticket, they
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can [select a Ticket Topic](./advanced-features/ticket-topics) if enabled. Once done, a ticket channel will be created
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in which staff members can send messages. Messages sent into this channel will be transmitted to the user via a direct
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message, where the user can reply. Any messages sent via DM to the bot will automatically show up in the ticket channel.
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Staff members can coordinate with each other or make notes that are not sent to users by prefixing their message with
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`!`. By default, anyone who has access to the ticket channel will be treated as a staff member, so make sure to
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configure the correct permissions for the ticket category.
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In big servers, tickets might need to be assigned to specific staff members. For this,
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the [Claiming](./advanced-features/ticket-claiming) feature can be used.
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Once a ticket has been resolved, the staff members (and the user if [configured](./configuration/ticket-close)) can
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close the ticket using the `/close` slash-command.
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When a ticket gets closed, a transcript called "Log" will be generated. The transcript will be sent into
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a [Log channel](./configuration/bot-configuration) and can also be sent to the user,
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if [configured](./configuration/ticket-close).
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Sometimes similar information needs to be collected from users to process their requests. For
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this [Forms](./advanced-features/forms) can be created that allow users to enter required information using a native
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form. To send a form to a user, use the `/form` command.
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When closing a ticket, the user will receive a notification that [can be configured](./configuration/bot-configuration).
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You can also collect feedback from users using the [Feedback](./advanced-features/support-feedback) feature.
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Staff members can monitor support activity and optimize support processes using
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the [Analytics](./advanced-features/analytics) feature.
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## Snippets {#snippets}
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Sometimes, similar or repetitive messages need to be sent to users. To avoid typing out the same message over and over,
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snippets can be used. Snippets are text-modules that staff members can create and use in tickets. Each snippet has their
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own unique Snippet-Key that can be set when creating a snippet. Optionally, you can also attach
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a [form](./advanced-features/forms) to a snippet to avoid typing multiple commands to send a snippet and a form at the
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same time. Snippets can also include buttons that allow users to close the ticket directly.
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<SlashCommandExplanation />
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To use snippets staff members can
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* use the `/s snippet:<SnippetKey>` to send a snippet directly into a ticket. This is the easiest way as an
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auto-complete menu will help staff members to select the correct snippet.
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* write `!!<SnippetKey>` (replace `<SnippetKey>` with the key of the snippet) to directly send the content of a snippet
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into a ticket.
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* include `{{<SnippetKey}}` (replace `<SnippetKey>` with the key of the snippet) into any message that you send to a
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user. The `{{<SnippetKey}}` will be replaced by the snippet content while leaving the rest of the message unchanged.
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To manage snippets, the following commands are available to staff members:
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* Create a new snippet with `/snippets create key:<SnippetKey> [close-buttons:<Boolean>] [form:<Form>]`. Enter a new,
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unused snippet key as the `key` parameter. If you want to give users the option to directly close tickets using
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buttons that will be added below the snippet message, enable the `close-buttons` parameter. If you also want to send
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a [form](./advanced-features/forms) with the snippet, set the `form` parameter. Once you submit the command, a dialog
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will appear in which you can enter your snippet content.
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* To edit an existing snippet, use `/snippets edit key:<SnippetKey> [close-buttons:<Boolean>] [form:<Form>]`. Select an
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existing snippet as the `key` parameter. If you want to give users the option to directly close tickets using
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buttons that will be added below the snippet message, enable the `close-buttons` parameter. If you also want to send
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a [form](./advanced-features/forms) with the snippet, set the `form` parameter. Once you submit the command, a dialog
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will appear in which you can edit your snippet key and content.
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* To delete a snippet, use the `/snippet delete key:<SnippetKey>` slash command. Select an existing snippet as the `key`
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parameter and submit the command to delete the snippet. Once submitted, the snippet will be deleted permanently. This
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cannot be undone.
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* To preview the content of a snippet, use the `/snippet preview key:<SnippetKey>` slash command. Select an existing
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snippet as the `key` parameter. Once you submit the command, the content of the snippet and some additional details
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will be displayed.
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* To list all available snippets, use the `/snippets list [page:<Number>]` slash command. This command will display all
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snippets on your server and will also include the usage count of each snippet. If you have a lot of snippets, please
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set the `page` parameter to switch between pages.
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## Anonymous messages {#anonymous-messages}
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Sometimes, staff members are not comfortable sharing their name with staff members. To fit your need, you can always
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adjust
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your [message configuration](./configuration/advanced-messaging), to hide the identity of staff members. Still, you
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might want a setup were staff members appear with their name in most cases, but in certain tickets you want them to send
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messages that are credited to their highest role (e.g. send a message that will be displayed to users as "Moderator:
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Your message here").
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While the identity of staff members won't be displayed to users when using anonymous messages, their identity will still
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be visible in the log and the ticket channel.
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* [Snippets](#snippets) can be sent as anonymous by either writing `!!!<SnippetKey>` or using the `/as` slash command.
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## Blocklisting users {#blacklist}
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Sometimes users abuse support services. To avoid these users spamming your Modmail-system, consider using the blocklist
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feature. Once the feature [is enabled](./configuration/bot-configuration), staff members can use the following commands
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to manage the blocklist:
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<SlashCommandExplanation />
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* `/blacklist list`: List all users that are on the blocklist.
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* `/blacklist add user:<User> reason:<Text> [duration:<Duration>]`: Add a user to the blocklist. By default, blocklist
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entries are permanent unless a duration is being configured in the duration parameter (e.g. `2d4h` will result in a
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block of 2 days and 4 hours).
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* `/blacklist remove user:<User>`: Removes a user from the blocklist.
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* `/blacklist status user:<User>`: Check if a user has been blocklisted. The reason and duration of the block will also
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be displayed.

‎docs/modmail/configuration/main.md

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Configure the basic look and behavior of your modmail.
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---
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<center><h1>Coming soon</h1></center>
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<center>We're still working on adding this documentation file - please check back later or raise a PR.</center>
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| Configuration option | Description |
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|--------------------------------------------------|---------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------|
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| Category for new ticket | New Modmail tickets will be created in this category, unless a ticket is being opened in a [Ticket Topics](./../advanced-features/ticket-topics) that has an overwriting configured. New tickets will automatically sync permissions to this category - this means that everyone who has access to the category will see new tickets. |
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| Log-Channel | The Modmail will send ticket-logs and -transcript and important messages into this channel. |
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| Ticket Welcome Message | This message will be sent to users when they open a new ticket, unless a ticket is being opened in a [Ticket Topics](./../advanced-features/ticket-topics) that has an overwriting configured. |
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| Ticket Close Message | This message will be sent to users when their ticket has been closed. If you have configured [Support Feedback](./../advanced-features/support-feedback), the feedback message will be sent in addition to this message. |
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| New Thread Ping | Configure who will be pinged when a new ticket gets created. You can choose Discord's @everyone or @here pings which will ping everyone who has access to the ticket channels. Alternatively, you can set custom roles that get pinged or disable pings all together. |
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| Allow staff members to edit each others messages | If enabled, staff members will be able to edit messages from other staff members using the `/edit`or `/delete` slash commands. |

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