Overview

Lane Esports Support System uses Modmail to keep member support private, organized, and professional. Instead of public channel back-and-forth, every request becomes a private thread where staff can respond with clarity and consistency.

This guide is written for staff who have never used Modmail before. It teaches the basics of support practice first, then shows the specific commands that make the bot work.

How Tickets Open

Tickets are opened when a user reacts to the support panel embed in a channel. That reaction triggers a private Modmail thread and moves the conversation into the staff inbox.

Why Modmail

• Privacy: Users can share details without a public audience.
• Organization: One request, one thread, one clear owner.
• Accountability: Replies are logged and easy to review.
• Consistency: Notes and history keep responses aligned.

Who Should Use This Guide

• Helpers and Chat Moderators who handle most threads.
• Anyone assisting support conversations under Helper guidance.

What This Guide Covers

• Foundations: What Modmail is and why it works for support.
• Thread Basics: How threads are created, what they contain, and how to read them.
• Replying And Tone: How to respond professionally with the right level of attribution.
• Workflow And Triage: How to move a request from first message to resolution.
• Snippets: Reusable replies and when to avoid them.
• Escalations: Sensitive cases and handoffs.
• FAQ: Quick fixes for common staff issues.

Command Prefix

Commands in this guide assume the default prefix !. The prefix is configurable in config.ini by Admins. If a command is not working, check the prefix first.

Quick Command Map

• Thread Basics: !logs, !loglink, !id, !dm_channel_id, !message, !note, !notes, !delete_note
• Replying And Tone: !reply, !r, !anonreply, !ar, !realreply, !rr, !edit, !delete, !role
• Workflow And Triage: !close, !close -s, !close cancel, !suspend, !unsuspend, !alert, !move
• Snippets: !snippets, !s, !edit_snippet, !delete_snippet, !!, !!!
• Escalations: !note, !move

Support Promise

We aim to be clear, fair, and calm. We do not promise outcomes we cannot guarantee. If we need time, we say so. If we need details, we ask.

We are here to help users, not to guess their situation. Ask one clear question before you assume anything.