Tickets

Use Tickets when member requests need a private conversation with the right staff team.

Create a first panel

1. Open Tickets and choose Set up tickets.
2. Create the staff team that will receive requests and choose a private log channel.
3. Create a panel with clear member-facing text.
4. Add a ticket type, destination, and only the intake questions staff need.
5. Save and publish the panel in the channel where members should find it.

Members open tickets from a published panel, or by messaging Guardy when you enable Modmail. There is no /ticket open command. After a panel is live, /ticket list helps a member find their open tickets again. Staff use /ticket to claim, reply to, transfer, close, and otherwise handle a ticket.

Let members contact staff by DM

Modmail lets members stay in their DMs while your team handles the conversation in a private staff channel. It uses your existing Tickets setup and plan limits.

1. Publish a ticket type that opens a private channel and has a staff team and destination.
2. Open Tickets → Settings and turn on Contact staff by DM.
3. Under Send new conversations to, choose that ticket type and save.

The selected type supplies its team, intake questions, access rules and limits. Existing ticket attachment and retention settings still apply. Turning Modmail off stops new DM conversations; your team can finish the ones already open.

When a member messages Guardy, they choose Contact server staff and confirm which server should receive their message. If the ticket type asks intake questions, they answer those too. Guardy identifies the server throughout the conversation. Switch conversation lets the member choose another destination; messages are never silently redirected by an incoming staff reply. Ask Guardy AI remains a separate conversation.

Staff use Reply to member to send a message or attachment, with up to 10 MB of files per message. Ordinary messages in the staff channel stay internal, so teammates can discuss a request without forwarding that discussion. Check the delivery state before assuming a reply reached the member. If delivery fails, resolve the displayed problem and use Retry delivery when offered.

The member is not added to the staff channel. The assigned staff team and Discord administrators can read it. Member-facing transcripts exclude internal staff discussion. The member can use Close conversation when finished, subject to the server's ticket closing settings.

Run the conversation

Choose whether each ticket opens as a private channel or private thread, which team can see it, and how many a member may keep open. You can later add saved replies, FAQs, tags, automation, business hours, response targets, and status boards when your team needs them.

Use the overview and analytics pages to review the queue, transcripts, and workload without searching message content.

Test the full path

Open a panel with a test member. Confirm the ticket is private, the right staff can see it, a staff member can claim and reply, and the close path works. Check that the log destination and any transcript access do not expose member content to people who should not see it.

For Modmail, also test a member DM, server confirmation, a staff reply and an attachment. Confirm ordinary staff chat stays internal, the member cannot access the staff channel through ordinary ticket permissions, and closing the conversation gives the member a clear result.

Tickets may contain personal information. Explain your server's support expectations and link members to Guardy's privacy controls. For the legal service terms and privacy policy, use the canonical Privacy Policy and Terms.