Roadmap

What’s coming

What we’re building and considering. There are no dates, because plans change. When something ships, it moves to the changelog. Have an idea? Suggest it in the support server.

Last reviewed for version 1.4.

In the works

  • A deleted ticket channel would no longer block a new ticket. If staff deleted a ticket’s channel instead of closing the ticket, the member could open a new ticket of that type straight away. Today they’re told they already have one open, until an admin runs /config cleartickets.

Exploring

Undecided. Let us know if this benefits your server.

  • Reminders for waiting tickets. When a member had been waiting a set number of hours for a reply, the bot would remind the staff who handle that ticket.
  • Saved replies. Staff could save answers they give often, and post one in a ticket with a command.
  • Ticket stats. You could see how quickly tickets get resolved and when they tend to come in, for each ticket type.
  • More languages. Members would see the bot’s messages in your server’s language, and replies only they can see in their own.
  • Add someone to a ticket. Staff could bring another member into a ticket, and take them out again.
  • Close forgotten tickets. If you turned it on, the bot would propose closing a ticket that has had no new messages for a set number of days, with the usual countdown.
  • Office hours. You could show members when your staff are usually around, on the panel and when their ticket opens.

Decided against

  • Opening tickets by DM. Tickets start from your panel, so each one opens in the right server, with the staff who handle it. A ticket by DM would copy your staff’s replies into the member’s DMs, outside your server, where you can’t see or remove them.
  • Forum-based tickets. Each ticket stays a private text channel. A forum post is visible to everyone who can see the forum, so a ticket there couldn’t stay between the member and your staff.
  • A live feed of your server. The bot’s one connection to Discord only shows it as online. A live feed would send it everything your members say and do in your server, as it happens, whether or not anyone needs a ticket. It would let the bot react to a few things sooner, but no ticket bot needs to watch your whole server, so ModMailBot won’t ask for it.
  • Storing your messages. The bot’s database never holds message content, and a ticket’s transcript goes to your own archive channel. Storing messages would put a copy of your members’ conversations outside your server.