# Discord ModMail Bot with Your Own App | TicketCord > Run Discord ModMail through your own bot: DMs become tracked ticket channels with transcripts, anonymous replies, anti-spam gates, and staff reminders on Basic and higher. **Modified:** 2026-09-28 **Methodology:** Feature and plan statements use the same entitlement facts enforced by TicketCord. Setup steps link to the operational dashboard reference. **Limitations:** Discord permissions, server configuration, and plan entitlements affect the available ModMail workflow. ## Native Discord ModMail workflow ### A direct message becomes a ticket channel. When a member sends your bot a direct message, TicketCord opens a private channel in the category you choose and relays the conversation both ways: staff reply in the channel, and their messages reach the member's DM. ModMail runs on the same ticket engine as button and dropdown tickets, so every conversation gets a transcript, can carry tags, and closes the same way a panel ticket does. Staff never have to leave Discord, and every ModMail conversation shows up alongside your other tickets in Dashboard → Tickets, not only in one moderator's inbox. Turn on auto-sorting and TicketCord can also move channels between a waiting-on-staff and a waiting-on-member category as the conversation goes back and forth, so anyone glancing at the channel list can see which conversations still need a reply. - **Tracked, not scattered:** Every ModMail conversation is a ticket channel with a transcript and a place in Dashboard → Tickets, instead of living only in one staff member's personal DMs where nobody else on the team can see it, follow up on it, or hand it off cleanly. - **Anonymous replies, if you choose:** Turn on anonymous replies and members see "Support Team" rather than which staff member is answering, so staff can hand a conversation to a teammate mid-thread without the member noticing the switch. - **Gates before a ticket opens:** Require a minimum Discord account age or time in your server before a DM can open a ticket, so brand-new throwaway accounts cannot flood your staff with spam ModMail conversations the moment they join. ## Setup workflow ### Turn on ModMail for your server. 1. **Enable ModMail and pick a category:** Under Dashboard → Bots → your bot → Servers → the server → ModMail, turn it on and choose the category new ModMail channels are created in, separate from your regular ticket category if you want to review DM-based conversations differently from panel tickets. 2. **Set staff, ping roles, and messages:** Choose which roles get pinged when a new ModMail conversation opens, write the greeting message members see when their DM becomes a ticket and the closing message sent when it ends, and decide whether replies show a staff name or "Support Team". 3. **Add anti-spam requirements:** Set a minimum account age or server membership length if you want to filter out brand-new accounts before they can open a ModMail ticket, on top of TicketCord's separate ModMail firewall for blocking specific users or roles outright. ## ModMail is included on every plan. ModMail is included from Free through Enterprise, so DM-based support does not require an upgrade to turn on at all. What changes by plan is how much of the day-to-day workflow is automated for staff. If you later move to a lower plan, ModMail itself keeps working; only the reminder and translation extras above turn off until you upgrade again. - Free and up: ModMail opens and relays conversations, with anonymous replies and account-age or server-membership gates. - Basic and higher: staff and user reminders for who needs to reply next, so a conversation does not go quiet on either side. - Pro and higher: ModMail translation, so staff and members can write in different languages and still understand each other. ## Common questions ### Is ModMail available on every plan? Yes. ModMail is included on Free through Enterprise. Staff and user reminders for who needs to reply next need Basic or higher, and ModMail translation needs Pro or higher. ### Can staff reply anonymously? Yes. Turn on anonymous replies and members see "Support Team" instead of a staff username, so any staff member can pick up a conversation without the member seeing the handoff. ### Does ModMail use the same transcripts as regular tickets? Yes. ModMail tickets run through the same ticket engine as button and dropdown tickets, so they get the same transcript export formats and the same closed-ticket retention policy. ### Can I block certain accounts from opening a ModMail ticket? Yes, with a minimum account age or minimum time in your server, plus a separate ModMail firewall for blocking specific users or roles outright. ### Do members need a shared server to DM the bot? Yes. Discord only allows a bot to receive a DM from someone who shares a server with it, so members need to be in your server before they can open a ModMail ticket. ### Can members close their own ModMail ticket? You can allow it. Turning on user-close lets the member end the conversation from their DM instead of waiting for staff to close it. ### How are ModMail channel names generated? By default a channel is named after the member's username plus a number. You can switch the format to ticket number only, number then username, or number alone under the ModMail settings. ### Does ModMail bypass Discord's own DM rules? No. Discord only delivers a DM to your bot from members who share a server with it and have not turned off DMs from server members. ModMail only turns an allowed DM into a tracked ticket; it does not change what Discord itself permits. ### What happens to open ModMail tickets if I switch from another bot? Nothing carries over automatically. Let open conversations on the old bot finish, or ask staff to close them and continue in TicketCord; the switching guide has a full checklist for moving a server over. ## Operational sources - [Custom White-Label Discord Ticket Bot | TicketCord](https://ticketcord.com/discord-ticket-bot) - [How to Switch from Ticket Tool to TicketCord](https://ticketcord.com/guides/switch-from-ticket-tool) - [TicketCord Pricing | Four Flat Account-Level Plans](https://ticketcord.com/pricing) - [Trust & data](https://ticketcord.com/security) ## Machine-readable resources - [Canonical HTML](https://ticketcord.com/discord-modmail-bot) - [TicketCord llms.txt](https://ticketcord.com/llms.txt) - [AI page index](https://ticketcord.com/api/ai/pages)