Thread Basics

A Modmail thread is a private staff channel created when a user opens a ticket through the support panel. It is the single source of truth for the conversation.

How Threads Are Created

Tickets are opened when a user reacts to the support panel embed in a channel. That reaction starts a private Modmail thread and moves the conversation into the staff inbox. A user can only have one active thread at a time, which keeps ownership clear.

Main Server And Inbox Server

In most setups, users react in the main server and the thread appears in an inbox server where staff work. Sometimes both are the same server. Either way, the thread channel is private to staff.

What You See In A Thread

A typical thread includes:

• User messages as they arrive.
• Staff replies with message numbers for reference.
• Thread metadata such as user ID and DM channel ID.
• Internal notes added by staff.

Thread names may be the user name or an anonymized label depending on configuration. Always rely on the thread header details, not just the channel name.

Thread Header And Reply Numbers

The thread header tells you who you are speaking to and provides key identifiers. Staff replies show a number so you can edit or delete the exact message later without confusion.

History And Logs

Before replying to a returning user, check history to avoid repeating questions or missing context. Logs are also useful for reporting or audits.

• !logs shows previous logs for the current user.
• !logs <userID> shows logs for a specific user from anywhere on the inbox server.
• !loglink provides a shareable log link for the current thread.
• !loglink -s hides staff-only chatter in the log.

If you need to search past logs by keyword, ask an Admin for the approved search tool and syntax.

User Identifiers

These commands help confirm you are in the right thread and referencing the right user.

• !id shows the user ID.
• !dm_channel_id shows the DM channel ID.
• !message <number> shows the DM message ID and a link for the referenced user reply.

Notes

Notes are for internal context only. Keep them factual and short so the next staff member can pick up quickly.

• !note <text> adds a staff-only note for the user.
• !note <userID> <text> adds a note from anywhere on the inbox server.
• !notes <userID> lists all notes for that user.
• !delete_note <noteID> removes a specific note.

Internal Versus External Messages

When alwaysReply is enabled, any plain message you type goes to the user. To send staff-only chatter, start the message with the command prefix and a space, like ! This is internal.

Common Pitfalls

• Replying in the wrong thread. Double-check the channel name and user details first.
• Assuming the user has already explained everything. Read the full thread before replying.
• Skipping notes. If you learned something important, add a note so the next staff member can pick it up quickly.