> For the complete documentation index, see [llms.txt](https://old-docs.supportmail.dev/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://old-docs.supportmail.dev/home.md).

# Home

## Key-Features

### Tickets aka "Modmail" <a href="#tickets" id="tickets"></a>

Users send a bot a direct message to start a ticket for talking to moderators. These channels keep things organized and help moderator teams work together.

Tickets with SupportMail are handled in a private ticket forum. Tickets are created as ticket posts in this forum. This removes the need for a transcript because the posts are locked and archived.

Only those with access to the ticket forum can see the posts. Users have the conversation in their DMs, while staff have it in the ticket post.

The bot acts as an intermediary between users' DMs and the server staff.

### Reports

Users can utilize [slash commands](#user-content-fn-1)[^1] and [context commands](#user-content-fn-2)[^2] to report messages and users to the servers' moderators.

Below is shown which kind of data can and has to be given.

<table data-full-width="false"><thead><tr><th width="150">Field</th><th>Report User (Context)</th><th>Report Message (Context)</th><th>/report user</th><th>/report message</th></tr></thead><tbody><tr><td>user</td><td>automatically</td><td>automatically</td><td>automatically</td><td><a data-footnote-ref href="#user-content-fn-3">automatically</a></td></tr><tr><td>message /<br>message-link</td><td>/</td><td>automatically</td><td>/</td><td>required</td></tr><tr><td>reason</td><td><a data-footnote-ref href="#user-content-fn-4">required</a></td><td><a data-footnote-ref href="#user-content-fn-5">optional</a></td><td>required</td><td><a data-footnote-ref href="#user-content-fn-6">optional</a></td></tr><tr><td>Proofs</td><td>optional</td><td>/</td><td><a data-footnote-ref href="#user-content-fn-7">optional</a></td><td>/</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-8">Attachments</a></td><td>/</td><td>/</td><td><a data-footnote-ref href="#user-content-fn-9">optional</a></td><td>/</td></tr><tr><td><a data-footnote-ref href="#user-content-fn-10">Comment</a></td><td>/</td><td>optional</td><td>/</td><td>optional</td></tr></tbody></table>

***

## Common glossary

| Word / Expression                             | Explanation                                                                                                                                                                                     |
| --------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| User                                          | <p>The user / person that opened a ticket.<br>The user that was reported.</p>                                                                                                                   |
| Team / Staff / Serverteam / Supporters        | <p>All team members who can work on tickets.<br><em>Depending on the context.</em></p>                                                                                                          |
| Team / Staff / Serverteam / Moderators (Mods) | <p>All team members who can work on reports.<br><em>Dpending on the context.</em></p>                                                                                                           |
| Managers                                      | All team members who can manage the bot and change configurations.                                                                                                                              |
| Entity / Mentionable                          | A user or a role *(I'm just too lazy to type "user and role" every time)*                                                                                                                       |
| SupportMail Gold                              | The regular premium plan for the app                                                                                                                                                            |
| SupportMail Diamond                           | <p>Custom branding plan for the app.<br><em><mark style="color:orange;">Currently not a feature, but on the way!</mark></em></p>                                                                |
| Premium                                       | This refers to any type of Premium subscription - Gold and Diamond.                                                                                                                             |
| Modals aka Forms                              | <p>Modals are single-user pop-up interfaces that allow apps to collect form-like data.<br>Modals can only be opened in response to a user invoking an app's commands or message components.</p> |
| Guild                                         | "Guilds" are "Servers" in developer terms                                                                                                                                                       |

***

## How to get help with the Bot

{% hint style="info" %}
You can always get support in the [Support Server](https://discord.gg/rFkVQx3vpj).
{% endhint %}

[^1]: Slash commands start with a forward slash <mark style="color:blue;">`/`</mark> and let you trigger bot functions directly. You can browse them by clicking the little **+** icon on the left side in the chat bar for easy access.

[^2]: Context commands appear when you right-click a user or message and hovering over **Apps**, offering specific actions related to that context (user/message)

[^3]: after parsing the message link

[^4]: The user is asked in the modal

[^5]: The message itself is enough most of the time

[^6]: The message itself is mostly enough

[^7]:

[^8]: To support the reason and provide context about the whole situation to avoid doubt

[^9]: Images and file can be uploaded as a attachment option in the slash command

[^10]: To provide context about the whole situation to avoid doubt