Support Bot V3 is now in beta!
We’re excited to announce the biggest update in our product's history, and with it, a brand new name. Modmail is officially becoming Support-Bot!
This is more than just a rebrand. For a long time, Modmail has been a powerful tool for DM-based support. But as our platform has grown, we’ve rebuilt it from the ground up to be a complete support solution. The name "Modmail" simply didn't cover it anymore.
Today, we're launching the V3 Beta, which is now available to everyone. This update introduces our single most-requested feature: a comprehensive Ticket System that lives right inside your server.
"Modmail" + "Tickets" = Support-Bot
With V3, Support-Bot now gives you two powerful ways to handle support, which you can use separately or at the same time:
- Modmail System (Classic): The DM-based system you're familiar with. Users send a DM to the bot, and your team manages it in a private thread.
- Ticket System (New!): A highly-requested, channel-based system. Users open a ticket via a dedicated message, and a private channel is created for them inside your server.
This update is all about giving you the flexibility to build the perfect support experience for your community.
The All-New Ticket System: A Deeper Dive
This is the star of the show. The new Ticket System is built for flexibility, power, and professional support workflows. It moves support out of DMs and into private channels right on your server.
🏷️ Advanced Ticket Topics
Ticket Topics are now fully integrated into the new system. You can set different topics for each ticket panel, helping you categorize and route requests from the moment they're created. Even better, you can enable in-channel buttons to allow your team to change a ticket's topic after it's been opened, ensuring everything stays organized.
🙋 Team Claiming System
Empower your staff to manage incoming requests efficiently. New tickets can be announced in a dedicated notification channel. Team members can then "claim" and assign themselves to tickets, fostering accountability and reducing response times.
👥 Multi-User Tickets & Multiple Tickets Per User
Flexibility is key. A single user can now open multiple tickets simultaneously. Additionally, you can (optionally) allow users to add other server members to their ticket, making it perfect for group support scenarios or collaborative problem-solving.
⏰ Automatic Inactivity Reminders & Closures
Keep your queue clean and efficient. Configure the bot to gently nudge users in idle tickets. If a ticket remains inactive for too long, you can have Support-Bot automatically close it, ensuring only active conversations take up your team's time.
⭐ Ticket Ratings & Reviews
Gathering feedback is essential. The 5-star rating system is now available for the Ticket System! When a ticket is closed, the user can rate their experience, giving you valuable insight into your team's performance.
✨ Unlimited, Smart Ticket Opening Messages
Create as many "Open a Ticket" panels as you need, placing them in different channels with unique topics and permissions. The system is smart: if you have fewer than five ticket topics for a panel, it will automatically display them as clean, simple buttons instead of a dropdown menu, making interaction even faster.
Game-Changing Features for BOTH Systems
We didn't just add a new system; we supercharged the entire platform. These new features are available for both the Modmail and Ticket systems.
✨ AI-Powered Ticket Summaries
This is a game-changer. Instead of reading through a 200-message log, our new (opt-in) AI summary feature will generate a concise summary of the entire conversation when a ticket is closed. You can understand the user's problem and the team's solution in seconds.
✨ A New Web-Based Log Viewer
Say goodbye to boring .txt files! We've built a beautiful new web-based log viewer. Logs are now displayed in a clean,
chat-like interface that's easy to read, search, and share. You can also see
a live example in action.
✨ Dynamic Channel Naming
You can now configure ticket topics to automatically override the channel name format. This means you can instantly identify a ticket's purpose just by its name!
For example:
❗-ticket-123for a Bug Report⭐-ticket-219for a Partnership
More Powerful Tools for V3:
- Combined Statistics: The dashboard now features a combined overview, showing stats for Modmail and Tickets, side-by-side.
- Ticket History: A new
/ticket-historycommand allows you to easily view a user's past support tickets. - Ticket Renaming: Team members can now rename tickets for better organization.
- Custom Ticket IDs: Change the format of your ticket IDs, adding prefixes or using random IDs instead of sequential numbers.
- Holiday Importing: Easily import your local holidays to manage your team's availability.
Upgrades to the Classic Modmail System
We haven't forgotten our Modmail roots! The classic DM system also got some fantastic new features:
- Advanced Info Messages: You can now set up multiple info messages and configure them to only display for specific ticket topics. If a topic has only one option, the dropdown automatically becomes a simple button. (Note: If you had a V2 info message, you will need to set it up again in the new, more powerful system).
- Topic Statistics: The statistics tab now shows your most-used ticket topics, helping you understand what your users need most.
- Customizable Rating Messages: The team rating messages at the end of a ticket have been improved and can now be fully customized.
Get Support-Bot Today
Please note that Support Bot V3 is a Beta version and can be unstable. Once switched, you can't switch back. Please use at your own risk and let us know your feedback or any issues in our customer support.
This massive update is available right now in the Beta version. Please note that the Support-Bot is included in all our paid plans, with the Unlimited plan starting at just €4.99 / month (or €53.89 / year), but pricing might differ outside the European Union based on your region.
To switch to the new Support-Bot V3, follow these instructions:
- Open our Modmail Dashboard.
- Click on "Change" next to the displayed branch.
- Select the Beta branch.
- Click on "Confirm" to confirm the switch and to acknowledge that you can't switch back to the old version.
- The migration will now start. This might take a few minutes, please be patient. If you run into issues, please wait a few minutes and reload the page. If that doesn't help, please contact our customer support.
