Set up Modmail categories and a ticket menu

Help members reach the right people from their first message. In this guide, you'll create a reusable support category, add it to your Ticket Menu, and check the path members follow when they need help.

Before you startCopy Anchor Link

Select your group and bot in the dashboard. Modmail must be enabled, and you need permission to manage it. If you're setting it up for the first time, follow the guided setup first.

Choose a Discord category for ticket channels and the staff roles that will handle requests. A Modmail category stores your routing and messages; a Discord category is where the ticket channels appear.

Create your first support categoryCopy Anchor Link

Start with one clear topic, such as "General help." You can add more topics when they need different staff, destinations, or opening messages.

1. Open Modmail > Categories.
2. Set your shared Transcript channel, Staff roles, Admin roles, and Ping roles, then select Save Changes.
3. Select Create category.
4. Enter Name as "General help" and choose its Discord category.
5. Write an opening message that explains what members can send, such as "Tell us what you need help with and include any screenshots that explain the problem."
6. Optional: Add a short Description and an Emoji to make the choice easy to recognize.
7. Select Create category to add it to your library.

Leave the category following your shared role and transcript settings unless it needs different access. For example, appeals might need a smaller staff team. Category settings explain the available overrides.

Add the category to your Ticket MenuCopy Anchor Link

The category is now ready to receive tickets. Add a menu action so members can choose it.

1. Open Modmail > Ticket Menu.
2. Choose Categories for a simple list of support topics.
3. Select Create Action on an empty menu, or Action above existing entries.
4. Choose "General help" in Category.
5. Enter the action's Name and, optionally, its Description, Emoji, and Button Color.
6. Confirm the editor, then select Save Changes when the menu is ready.

If you're changing an existing menu style, read the confirmation before continuing. Switching styles can remove entries from your draft. Reset discards unsaved changes.

Keep a growing menu easy to useCopy Anchor Link

Add more actions for topics such as appeals or partnerships. Reuse the same category when two menu choices need the same routing; you don't need another category just to offer another path.

For grouped choices, select Nested Categories and add a menu group with Create Category or Category. Drag actions into the group and arrange them in the order members need. Menu groups organize choices; they don't create new support destinations.

Preview and test the member experienceCopy Anchor Link

Use the menu preview before asking members to use your new choices.

1. Check the root message and the labels on every action.
2. Walk through each submenu, if you added groups.
3. Select Save Changes.
4. Start a new DM ticket flow with the bot and choose "General help."
5. Check that the ticket opens in the intended Discord category and the opening message tells the member what to do next.

The saved menu applies to new DM ticket flows. Already-posted panels keep the choices captured when they were sent. Send a fresh panel copy when you want Discord to show an updated menu.

Next stepsCopy Anchor Link

Give members a launcher in Discord with a ticket panel, or save common answers in your snippet library.