Titan Modmail
Learn how Titan Modmail creates, delivers and handles closed-ticket HTML transcripts.
Overview
When a ticket is closed, Titan Modmail can generate an HTML file containing the conversation and relevant ticket activity. The file is then uploaded directly to the transcript channel selected by the server.
Titan Systems does not permanently store completed transcripts on its own systems. Temporary files may exist while a transcript is being generated and delivered.
Transcript process
An authorised staff member closes the modmail ticket and provides a close reason where required.
Titan Modmail creates an HTML transcript containing the relevant ticket messages and activity.
The generated HTML file is uploaded to the transcript channel configured by the Discord server.
After successful delivery, Titan Systems removes the temporary transcript file from its own systems.
Included information
Ticket ID
Discord server
Ticket user
Department
Message content
Attachments and links
Staff replies
Claim activity
Creation and closure times
Close reason
Server responsibility
Use a transcript channel that is only visible to authorised staff members.
Make sure regular members and unrelated staff roles cannot access closed-ticket transcripts.
Decide how long transcripts should remain stored in your Discord server.
Do not publish or forward private ticket transcripts unless there is a valid reason to do so.
After the HTML file is uploaded, it remains in the customer's Discord transcript channel until someone with suitable Discord permissions deletes it. Titan Systems does not control the customer's retention period.