Feature Comparison
Use this comparison to decide which system is right for your server - or use both at the same time. Both systems can be enabled simultaneously and share the same bot, blocklist, forms, opening hours, and analytics.
A third system, Voice Support, is available as an early-access preview for holders of the ScootKit Membership Early Access perk. It's a live-voice queue (users join a voice channel, staff pull them into private support channels one at a time) rather than a text-based ticket flow, so it sits outside this comparison table. See the Voice Support introduction for details.
AI FAQ is an early-access feature that layers across both Modmail and the Ticket System. It uses a staff-authored knowledge base to answer member questions in channels and to deflect easy questions before a ticket is opened. Because it cuts across both subsystems rather than competing with them, it isn't part of this comparison table - see the AI FAQ introduction for details.
Ticket creation
| Modmail | Ticket System | |
|---|---|---|
| Create tickets via DM | ✅ | ❌ |
| Create tickets in a channel (buttons/dropdown) | ✅ | ✅ |
| Use buttons for ticket creation | ❌ | ✅ |
| Use dropdown menus for ticket creation | ✅ | ✅ |
| Open tickets via slash command | ✅ | ✅ |
| Staff can open tickets on behalf of users | ✅ | ✅ |
| Staff-specific welcome message | ✅ | ❌ |
Messaging & communication
| Modmail | Ticket System | |
|---|---|---|
| Messages relayed via DM | ✅ | ❌ |
| Messages sent directly in channel | ❌ | ✅ |
| Anonymous messages (hide staff identity) | ✅ | ❌ |
| Snippets (reusable quick responses) | ✅ | ❌ |
| Typing relay (show typing indicators) | ✅ | ❌ |
| Message received reaction | ✅ | ❌ |
| Staff can edit/delete each other's messages | ✅ | ❌ |
| Custom message formats (staff-to-user, user-to-team, etc.) | ✅ | ❌ |
| View past tickets button | ✅ | ❌ |
Ticket management
| Modmail | Ticket System | |
|---|---|---|
| Ticket topics (categories) | ✅ | ✅ |
| Ticket claiming / assignment | ✅ | ✅ |
| Ticket hold (pause) | ✅ | ✅ |
| Ticket rename | ✅ | ✅ |
| Additional ticket members | ✅ | ✅ |
| Scheduled closing | ✅ | ✅ |
| Close requests (user/staff confirmation) | ✅ | ✅ |
| Close reasons (custom & predefined) | ✅ | ❌ |
| Silent close (no notification) | ✅ | ❌ |
| One ticket per user limit (global) | ✅ | ✅ |
| Per-topic ticket limits | ❌ | ✅ |
| Per-topic button color | ❌ | ✅ |
| Per-topic required roles | ✅ | ✅ |
| FAQ topics (info-only, no ticket created) | ✅ | ✅ |
| Close button in ticket message | ✅ | ✅ |
| Transfer button in ticket message | ❌ | ✅ |
| Rename button in ticket message | ✅ | ✅ |
| Add-user button in ticket message | ✅ | ✅ |
| Delete ticket after close | ✅ (configurable) | ✅ (always) |
| Archive closed tickets to category | ✅ | ❌ |
| Reopen closed tickets | ✅ | ❌ |
| DM confirmation on close | ✅ | ✅ |
| Attach transcript to close DM | ✅ | ✅ |
Automation
| Modmail | Ticket System | |
|---|---|---|
| Auto-close on user inactivity | ✅ | ✅ |
| Auto-close when user leaves server | ✅ | ✅ |
| Inactivity warning before auto-close | ✅ | ✅ |
| Team member inactivity reminders | ✅ | ✅ |
| Unassigned ticket reminders | ✅ | ✅ |
| Push reminders inside opening hours | ✅ | ✅ |
| Opening hours | ✅ | ✅ |
| Disable message processing outside hours | ✅ | ❌ |
| Holiday detection (automatic) | ✅ | ✅ |
| Custom holidays | ✅ | ✅ |
Feedback, analytics & monitoring
| Modmail | Ticket System | |
|---|---|---|
| Support feedback / star ratings | ✅ | ✅ |
| Custom feedback questions | ✅ | ✅ |
| Anonymous feedback | ✅ | ✅ |
| Analytics dashboard | ✅ | ✅ |
| Analytics slash command | ✅ | ✅ |
| Statistics channels | ✅ | ✅ |
| Ticket utilization (capacity monitoring) | ✅ | ✅ |
| Estimated wait time | ✅ | ✅ |
| AI ticket summaries | ✅ | ✅ |
Other features
| Modmail | Ticket System | |
|---|---|---|
| Custom forms / modal dialogs | ✅ | ✅ |
| Force form submission before ticket | ✅ | ✅ |
| Lock channel until form submitted | ❌ | ✅ |
| Blocklist (with duration & reason) | ✅ | ✅ |
| modmail.net transcript integration | ✅ | ✅ |
| Custom bot branding (footer & image) | ✅ | ✅ |
| Maintenance mode | ✅ | ✅ |
| /modmail command prefix | ✅ | ❌ |
| Non-server-member ticket support | ✅ | ❌ |