ModMail From Other Servers
Open ModMail tickets in a private staff server for members of your public servers
ModMail normally opens tickets in a server the member is in. With Also take DMs from, a server with ModMail on also takes DMs from the members of other servers you pick, even though they are not in it. Use it to keep tickets in a private staff server: members DM the bot from your public community, and their tickets open in the staff server, where only your team is.
Available on every plan, like ModMail. Only the bot owner can change Also take DMs from; dashboard staff see it greyed out. You can pick only servers your bot is in.
Setting up
Add the bot to both servers
Your bot must be in the private server where tickets should open and in every public server whose members may write. Add it with Invite to a server.
Turn ModMail on in the private server
Open the private server and go to ModMail → ModMail. Turn ModMail on and pick the category under Create tickets in. The public servers do not need ModMail on.
Pick the public servers
In the same block, open Also take DMs from and select each public server. The list shows the bot's other servers; the server you are editing is not in it.
Save
Click Save changes on the save bar at the bottom of the page. Members of the selected servers can now DM the bot, and their tickets open in the private server.
Settings
| Setting | Where | Values | Default |
|---|---|---|---|
| Also take DMs from | ModMail → ModMail, under Create tickets in | Up to 25 other servers your bot is in | Empty: only this server's members can open ModMail tickets here |
What happens
- A member of a selected server sends the bot a direct message.
- The bot looks for every server with ModMail on that the member can write to: servers they are in, and servers that take DMs from a server they are in. If there is exactly one, the ticket opens there. If there are several, the bot asks them to pick one, listing each server by name.
- The ticket channel opens in the private server, and staff replies are relayed back to the member by DM, the same as any ModMail ticket.
Members of the private server itself can still open ModMail tickets there as before.
Limits
Members from a selected server are not in the private server, so settings that depend on membership work differently for them:
- Minimum time in the server does not apply to them. Minimum account age does.
- In ModMail → Who can use ModMail and Opening tickets → Who can open tickets, member entries apply, but role entries cannot match, because they have no roles in the private server. With Only the allowed list, add them as members, not by role, or they are blocked.
Members see the private server's name: in the server list when they can write to more than one ModMail server, and wherever your ModMail messages use {server}. Name the server accordingly, or leave {server} out of your greeting and closing messages.
- The bot must stay in each selected server. If it leaves one, that server's members can no longer open tickets this way, and Discord stops letting the bot DM members it no longer shares a server with.
- Removing a server from the list only stops new tickets. Tickets that are already open stay open.
Troubleshooting
| Symptom | Cause | Fix |
|---|---|---|
| The member gets "ModMail is not enabled on any server you're a member of." (TC018) | Their server is not selected in Also take DMs from, or the change was not saved | Select their server in ModMail → ModMail of the private server and save |
| A server is missing from Also take DMs from | The bot is not in it | Add the bot with Invite to a server, then open the list again |
| Saving fails with an error that ModMail can only take DMs from servers this bot is in | The bot left a server between opening the list and saving | Remove that server from the list, or add the bot back, and save again |
| The member is told they are blocked | Only the allowed list is on and they are allowed only by role | Add the member under Allow a member or role as a member |
| Also take DMs from is greyed out | You are dashboard staff, not the bot owner | Ask the bot owner to change it |
Common questions
Can members open ModMail tickets in a server they are not in? Yes. Turn ModMail on in that server and select the servers they are in under Also take DMs from in ModMail → ModMail. Their DMs then open tickets there.
Do the public servers need ModMail turned on? No. Only the server where tickets open needs ModMail on. If a public server also has ModMail on, its members are asked which server to contact.
Can several public servers share one private inbox? Yes. Select up to 25 servers under Also take DMs from.
Can members of the private server still use ModMail there? Yes. Its own members can always open ModMail tickets in it.
Does DM on join work with this? Yes. Turn on DM on Join in the public server. When a new member replies to that DM, the ticket opens in the private server that takes DMs from it.
Who can change this setting? Only the bot owner, because it sends another server's members' messages to this server's staff.
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