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Step-by-Step Guide to Using Modmail in the XA Discord Server

What is Modmail?

Modmail is a new Xbox Ambassadors Discord feature, provided by Elemental Bot, that allows server members to contact moderators and staff through a ticketing system. This allows for more efficient communication between server members who spot something that needs staff/moderator attention, and the staff and mods themselves. Read this blog for step-by-step instructions on when and how to use Modmail.

When to use Modmail

This feature is useful in situations where you want to contact a moderator or member of staff. If you see someone breaking server rules, have a question that only a moderator or staff member can answer, or need to talk to staff/moderators specifically for some other reason, Modmail is a great way to get a response back quickly.

How to use Modmail

The first step to opening a ticket and getting a response from staff and/or mods is to send a direct message to Modmail (Elemental).

    • You can find the bot listed in the right hand side of the server, next to Community Managers and XA Discord Mods.

a screenshot of the right-hand side of the XA Discord server, displaying available community managers, XA Discord Mods, and the Modmail bot (outlined in red)

Messaging the bot in the XA Discord Server will generate a direct message from Elemental Bot to your Discord account.

    • This is a private conversation, facilitated by the bot, between you and the staff/moderator(s) who accept your ticket and respond to it.
    • In the sample screenshots we’ll provide throughout this blog, Mister Taxel is the ticket submitter, and Miss AshesX is the staff member replying to the ticket.
    • Note that while all community managers and moderators can see into your ticket, you will know which of them you’re speaking with directly as Modmail will tag them in the ticket.
    • The first message you receive will give you a menu with text prompts you can use to create a new ticket. For a new ticket, send “new” in the chat with Elemental.

A message from a server member “Hi moderator, I need help with something” and a reply embedded message from Elemental that displays a text-based menu for how to Create Tickets, List tickets, Select tickets, Un-select Tickets, and Close tickets.

    • The menu also presents options for text prompts that can help you with Listing, Selecting, Un-selecting, and Closing tickets. For most server members, it’s likely that you’ll only have one ticket open at a time, so you may use “New” more than the other prompts.

Sending “new” leads to a new response from Elemental Bot presenting a number and text-based menu of servers to choose from for ticket creation.

    • In this example, there’s only the one option listed – send “1” to select the Xbox Ambassadors server. You can also type “Xbox Ambassadors” for the same purpose.

A new message from the ticket submitter saying “new” and a reply from Elemental Bot with a number-based menu to select which server

    • Depending on how many servers you’re in that use Elemental’s Modmail feature, you may have more than one choice here. In that case, for Xbox Ambassadors purposes, choose the number or title that matches our server.

After selecting a server, the next reply from Elemental Bot will ask you to choose what type of ticket you want to submit.

    • In the XA Discord server, the choices available are “1. URGENT”, “2. FYI”, and “3. Other”.
      • “URGENT” tickets are just that – urgent. Maybe you’ve seen something in the server that breaks server rules and is making the space less safe, welcoming, and/or inclusive. In those cases it’s best for staff or moderators to become aware of the situation right away so that we can remove that content quickly.
      • “FYI” tickets are less urgent. Examples could include a server member breaking a rule, in a way that isn’t making the space less safe but is still irritating (like spam). Or situations where a rule *might* have been broken so a moderator should check it out and potentially take action.
      • “Other” tickets exist as a category for anything that wouldn’t fall into URGENT or FYI.
    • To select the appropriate category, type the number or title of the response you want to choose, and send it in the chat with Elemental Bot.

After choosing a ticket Type, you’ll be prompted for a Title for the ticket.

    • Ticket Titles are limited to 100 characters or less, so try to choose something that summarizes what you’re needing help with but isn’t overly long.
    • When you’re ready to title your Ticket, type the Title into the chat with Elemental Bot, and hit send!

Now that you’ve chosen your Server, Ticket Type, and Title, the ticket has been created, and you get a message from Elemental Bot confirming ticket creation.

A series of messages from the Ticket submitter, using numbers and text to respond to prompts for Server selection, Ticket Type, and Ticket Title. Then a response from Elemental Bot saying: “Ticket #1298050517 submitted successfully and currently selected. Any message sent here will be logged to the currently selected ticket. What would you like to say?”

    • In this example our Server is Xbox Ambassadors (the 1 in the Chat), our Ticket type is Other (the 3 in the Chat), and our Title is “This is a test ticket for the blog”.
    • Note that the screenshot doesn’t display the prompts from Elemental Bot for Server selection, Ticket Type, or Title.
      • As the conversation proceeds with Elemental Bot, some of these prompts will be deleted as you progress through the ticket creation process. That’s normal, nothing to worry about, and just helps keep the conversation between you and the bot + staff/mods short and sweet in how it displays for you in Discord.

Staff and Mods can see the ticket now, and will accept it and reply when they’re ready. In the meantime, you can send more messages and those will all be logged to the ticket you just opened. Now is a good time to give more context on what you need staff / moderator help with.

a message from Elemental Bot confirming the ticket has been successfully submitted, and asking for more information. A reply from the ticket submitter follows, giving some context for the ticket. Verbatim: “Ticket #1298050517 submitted successfully and currently selected. Any message sent here will be logged to the currently selected ticket. What would you like to say?” Then a reply from the ticket submitter saying “Hello, I am messaging modmail because I have a concern that I’d like staff/mods to look into.”

Ticket accepted by staff / Moderators! Now you know which staff member / moderator you are talking to. They will have access to any messages you sent to the ticket after it was created, and before a moderator accepted. They’ll also receive any new messages you send to this ticket until the Ticket is closed.

A message from Elemental Bot tagging the ticket submitter, stating the ticket number, and showing which staff member / moderator accepted the Ticket. An additional prompt asking “What would you like to say?”

As you and the moderator continue to chat in the ticket, Elemental Bot will continue to pass your DM’s to the moderator and their messages back to you, all in the same DM conversation with Elemental Bot that you had started to open the ticket.

    • Now is a good time to give them any context they need to address the issue you are raising in the ticket. See the conversation below as an example.

A sample conversation between ticket submitter and moderator. Verbatim: Ticket submitter says “My concern is very concerning. I am concerned that user X has broken rule Y and I’d like you to check that out please. They then provide a Discord message link. Elemental Bot replies on behalf of the staff /moderator who took the ticket “Thanks for letting us know. We’ll take care of this. Are there any other concerns that you have?” Ticket submitter replies “No, thank you for your help”.

    • Note that the ticket submitter (Mister Taxel in this example) has been specific in their concern. They told the moderator details like which user, what rule, and which message they had in mind when they decided to report the issue through Modmail. This is not always going to be necessary, but any detail you can provide will help mods to quickly understand your concern and to then decide what to do about it.

Now that you’ve received the help you were looking for, the staff / moderator(s) involved will take whatever action they need to and then close the ticket.

    • When the ticket is closed, you’ll receive a message from Elemental Bot confirming that, and providing a reason for why the ticket was closed.

The final exchange between the ticket submitter, Elemental Bot, and the staff / moderator involved. Ticket submitter: “No, thank you for your help.”

    • This will conclude your conversation with them on that subject, and further messages to Elemental Bot will prompt you to create a new ticket.

That’s it for now!

That’s our summary of how to use Modmail as a server member! We did our best to provide detailed instructions, and the blog got a little bit long. Don’t worry – the process to create tickets, communicate with mods, and get your concerns addressed quickly is pretty intuitive to go through in the moment. We’ve linked this blog in the Handbook, in a pinned message in #the_lounge, and in #discord_rules so that it’s never too hard to find.

You can also still contact a staff member or moderator in the old ways (by just sending them a DM). That being said, we would appreciate if server members can get in the habit of using Modmail when they’re able. This will help us as moderators better organize around who is handling what, respond to issues quickly as they arise, and avoid situations where a server member is messaging multiple moderators for help with the same concern. That can get confusing and lead to inconsistent responses to the same questions or concerns.

If you have questions about Modmail, Discord Rules, or server moderation in general, please contact a Community Manager with the info provided in the Handbook – or by using Modmail!

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