Privacy Policy

What the bot stores

Opening a ticket writes a record of the conversation. Everything below is kept for the server the ticket belongs to.

• Discord identifiers: your user id, the server id, and the ids of the channels and threads a ticket uses.
• The content of the conversation in both directions — what you wrote, what the team answered, and the internal notes the team left on the ticket.
• Information about attachments: the file name, its size and its type, and whether it arrived. The files themselves are never stored, and no link to them is kept, because those links expire.
• The display name and the roles someone had at the moment a message was passed on, so an old ticket still reads the way it did then.
• A rating from one to five with an optional comment, if the ticket was rated after it closed.
• Timestamps, how many messages each participant sent, and a record of administrative actions taken in the server.
• Transcripts of closed tickets, written as files on the server that runs the bot.

The bot does not ask for your email address, your real name, your payment details or your location, and it has no way of learning them.

How long it is kept

Every server sets its own retention period, and it is ninety days unless the administrators change it. Once a ticket is older than that period, its message contents and its description are emptied and its transcripts are deleted together with their files.

What survives is the shape of the ticket: when it was opened and closed, how many messages each side sent, and the rating. The words are gone.

If the bot is removed from a server, that server’s data is deleted once its retention period has passed. Removing the bot and leaving it removed is therefore enough to have everything go.

Erasing your data sooner

An administrator of a server can erase one member’s data in that server at any time with /forget. It empties that member’s message contents and ticket descriptions and deletes their transcripts, in that server only.

The counts and the timestamps stay behind, so the server’s statistics do not break. There is no way to read the erased text back.

If you want your data in a server erased, ask that server’s administrators. They are the ones who can run the command.

The transcript website

A closed ticket can be read again on this website, and server admins manage their servers here. Both need a sign-in, and it works like this.

Signing in

Signing in goes through Discord. Opening a transcript asks for the identify scope only, which hands over your Discord user id, your name and your avatar, and nothing else. No email address is ever read, and nothing is ever posted anywhere on your behalf. Your name and avatar are only used to show you at the top of the pages you open: they are kept in the memory of the running bot for a few hours, never in its database, and signing out forgets them.

Signing in to the dashboard - the list of your servers, a server’s settings or the admin panel - also asks for guilds ("Know what servers you’re in"), to show every server you can add the bot to. The list is read at that sign-in, and again when the list of your servers needs it - a day later, or after the bot restarted - by a round trip through Discord, which does not ask you again once you have allowed it. Nothing that would let Modern Tickets read it by itself is kept. Only the servers you own or may manage are used - their id, name, icon and banner, an estimate of their members and of those online, whether you own them or are an administrator there, and whether Discord marks them as verified, partnered, a community or in Discovery. Servers you are only a member of are never kept.

For your server list, those servers are kept in the memory of the running bot for at most a day, and signing out forgets them at once. A copy is also kept in the bot’s database, so the people who run Modern Tickets can see which servers you run when they help you or look into abuse: it shows in their admin panel, next to the servers the bot shares with you. Each sign-in that shares the list replaces the copy. It is deleted 90 days after that sign-in, straight away when you sign in to the dashboard without sharing the list or cancel on Discord’s screen, and when you ask for it with /feedback.

You can sign in without sharing that list; the server list then shows the servers the bot is in, and does not ask again by itself.

Feedback

The Feedback button on this website sends the stars you give and what you write to the developer, the same way /feedback does in Discord: it is stored with your user id, the server whose dashboard you sent it from (if any), and whether you allow an answer, which then comes as a direct message from the bot. How often the website asks by itself is remembered in your own browser only.

Command access

A server admin can also let Modern Tickets decide who sees its commands in that server. That is a separate approval, started by the admin and given on Discord’s own screen, and it asks for applications.commands.permissions.update as well as identify. It can only change which members, roles and channels see Modern Tickets’ commands. It cannot read messages or post anything.

So that the command list keeps up with the server, the approval Discord hands back is stored with the admin’s user id, encrypted, until command access is turned off in that server or the admin removes Modern Tickets under Authorized Apps in Discord. Turning it off deletes it and revokes it at Discord. Where the operator keeps no encryption key, nothing is stored: the approval is used once and revoked straight away.

A custom-branded bot does the same through its own application, once its owner has handed over that application’s Client Secret on this website. The secret is checked with Discord first, stored encrypted like the bot’s own credentials, used only to ask for and refresh the approvals of that bot’s admins, and deleted when the owner removes it or the bot is deleted.

The session cookie

One cookie keeps you signed in. It holds your Discord user id and the times the session was issued and expires, signed so it cannot be edited. It is marked HttpOnly, Secure and SameSite=Lax, carries the __Host- prefix so that no other site can set or replace it, and lasts seven days. Signing out ends it in every browser you used, not only this one. Two more live for moments: one carries the sign-in through Discord and is gone when you are back, one carries a “Saved” notice to the next page.

Tickets opened anonymously

A server can let a category be opened anonymously. The team then sees a code instead of a name, and nobody on that server can look behind it. The bot still knows who it is, because it has to deliver the replies; the person reading the thread does not. The transcript follows the same rule, except for the member’s own copy, which carries their own name.

Who can open a transcript

A transcript page is shown to the member who opened that ticket and to the people who may handle tickets in that server. Everyone else gets a page that says there is nothing there — the same answer an address that never existed gets, so a link never reveals whether a transcript is behind it.

What the pages do not do

There is no analytics on this website, no tracking of any kind, and no third-party cookies. The only scripts the pages load are two small files from this same address. One lets the parts of a page rise into view as you scroll, and does nothing else. The other makes the dashboards nicer to use and saves a change to this same website as you make it, which is the request the Save button would have sent; it talks to nowhere else. All either keeps in your browser is the spot a page was scrolled to, for the moment after a save, and when the dashboard last asked for your feedback. Every page works with scripts switched off. No page loads anything from a third party except the typeface, which comes from Google Fonts.

Votes on top.gg

You can vote for Modern Tickets on top.gg, a website that lists Discord bots, with /vote or on its page there. As a thank-you, a vote lets you give the bot its own server profile in one server you manage and pick, for two days - three after a weekend vote. After that the profile goes back to normal by itself, unless you vote again. You pick the server once per vote: it stays there until your next vote.

When you vote, top.gg tells the bot your Discord user id, when you voted, when you may vote again and how much the vote counted for (twice on weekends). The bot keeps that for each vote, together with how often you voted, until when your reward runs, the server you picked for it and whether you asked to be reminded, and sends you a thank-you as a direct message. If you switch the reminder on, you get a message whenever you may vote again, until you switch it off. Shortly before the reward ends you get a reminder only if a server profile you set would change back, and when it has ended you get one short message.

The top voters of the month - their Discord names and how many votes they cast - are shown to everybody who opens /vote. You can leave the list there with one press, and come back the same way.

Each vote is deleted a year after it was cast, and the rest a year after your last vote. The people who run Modern Tickets can see your votes in their admin panel and in a channel of their own server, where every vote is posted. The vote itself happens on top.gg’s website, under top.gg’s own privacy policy; the bot learns nothing about it beyond what is listed here.

Who else sees it

Two companies are involved in running the service, and both only because the service could not work without them.

• Discord, which is the platform the bot runs on. Every message a ticket carries travels through Discord, and Discord’s own privacy policy covers that.
• Cloudflare, which carries the traffic to this website.

A third only comes in if you vote for the bot: top.gg, which tells the bot about your vote, as described above.

Nobody else. Data from the bot is not sold, not shared, not handed to an advertiser and not fed to an analytics product.

Changes to this policy

This policy changes when what the bot stores changes. The current version always lives at this address and carries the date it was last changed. It is worth re-reading after an update that adds a feature you use.

Getting in touch

Questions about this document, or about what is stored for you, go to the developer with /feedback in the bot, or with the Feedback button on this website. The command works in a direct message and in any server the bot is in.