Feature Comparison

The SCNX Support Bot offers four support systems. You can enable any combination of them - they share the same bot, blocklist, opening hours, and analytics. Use the tables below to find the right fit.

At a glance

	Modmail	Ticket System	Forum Support	Voice Support
How members reach you	DM the bot	Click a button	Post in a public forum	Join a voice channel
Visibility	Private	Private channel	Public thread	Private voice
Conversation style	Text (relayed)	Text (in a channel)	Text (in the open)	Live voice
Built-in AI first answer	➖ (via AI FAQ)	➖ (via AI FAQ)	✅	❌
Shared queue & claiming	✅	✅	✅	✅ (pull next)
Auto-close & SLA reminders	✅	✅	✅	➖
Feedback & star ratings	✅	✅	✅	✅
Analytics & wait-time	✅	✅	✅	✅
Best for	Private 1:1 help	Structured private tickets	Public, reusable answers	Real-time voice help
Availability	All Support Bot plans	All Support Bot plans	Early-access preview	Early-access preview

Legend

✅ supported  ·  ❌ not supported  ·  ➖ not applicable to how this system works

The detailed tables below compare the three text-based systems in depth. Voice Support is a live-voice flow rather than a text-ticket flow, so it's covered in the at-a-glance table above and its own introduction rather than row-by-row here.

AI FAQ

AI FAQ is an early-access feature that layers across Modmail and the Ticket System (Forum Support has its own built-in AI answers). It uses a staff-authored knowledge base to answer questions and deflect easy ones before a ticket is opened, so it isn't a competing system - see the AI FAQ introduction.

How members start support

	Modmail	Ticket System	Forum Support
Post in a public forum channel	❌	❌	✅
Create tickets via DM	✅	❌	➖
Create tickets in a channel (buttons/dropdown)	✅	✅	➖
Open tickets via slash command	✅	✅	❌
Staff can open tickets on behalf of users	✅	✅	❌
Staff-specific welcome message	✅	❌	❌

Messaging & communication

	Modmail	Ticket System	Forum Support
Conversation happens directly in a channel/thread	❌	✅	✅
Messages relayed via DM	✅	❌	➖
Anonymous staff messages	✅	❌	❌
Snippets (reusable quick responses)	✅	❌	❌
Customizable bot messages (welcome, close, etc.)	✅	✅	✅
Keep the thread to the asker & staff only	❌	➖	✅
View past tickets button	✅	❌	❌

Ticket management

	Modmail	Ticket System	Forum Support
Topics / categories	✅	✅	✅
Claiming / assignment	✅	✅	✅
Hand a claimed item back to the queue	➖	➖	✅
Hold / pause	✅	✅	❌
Rename	✅	✅	➖
Additional members	✅	✅	➖
Scheduled closing	✅	✅	❌
Close requests (user/staff confirmation)	✅	✅	❌
Close reasons (custom & predefined)	✅	❌	❌
One ticket per user limit	✅	✅	❌
Per-topic priority	❌	❌	✅
Priority by member role	❌	❌	✅
Close / "mark solved" button	✅	✅	✅
Apply a "solved" tag on close	➖	➖	✅
Archive on close	✅	❌	✅
Reopen closed items	✅	❌	❌
DM confirmation on close	✅	✅	✅
Attach transcript to close DM	✅	✅	✅

Automation

	Modmail	Ticket System	Forum Support
Auto-close on inactivity	✅	✅	✅
Auto-close when user leaves server	✅	✅	❌
Inactivity warning before auto-close	✅	✅	✅
Team member inactivity reminders	✅	✅	✅
Unassigned / unclaimed reminders	✅	✅	✅
Only remind inside opening hours	✅	✅	✅
Opening hours	✅	✅	✅
Closed-hours notice to the member	✅	➖	✅
Team notification on new items	➖	✅	✅
Built-in AI first answer / deflection	❌	❌	✅
Holiday detection & custom holidays	✅	✅	✅

Feedback, analytics & monitoring

	Modmail	Ticket System	Forum Support
Support feedback / star ratings	✅	✅	✅
Custom feedback questions	✅	✅	✅
Anonymous feedback	✅	✅	✅
Reviews visible in the dashboard	✅	✅	✅
Analytics dashboard	✅	✅	✅
Analytics slash command	✅	✅	✅
Statistics channels	✅	✅	❌
Ticket utilization (capacity monitoring)	✅	✅	✅
Estimated wait time	✅	✅	✅
AI summaries	✅	✅	✅

Other features

	Modmail	Ticket System	Forum Support
Custom forms / modal dialogs	✅	✅	❌
Blocklist (with duration & reason)	✅	✅	✅
modmail.net transcript integration	✅	✅	✅
Per-item log channel	➖	➖	✅
Custom bot branding (footer & image)	✅	✅	✅
Maintenance mode	✅	✅	✅
Multiple channels / surfaces	➖	➖	✅
Non-server-member support	✅	❌	❌