Hello! Thank you for using modMAIL, we provide you with a solution to establish a safe, reliable ticketing service to connect you with customers and solve problems with ease. We’re committed to respecting your privacy and we have taken measures to protect your data at all costs. This document outlines how we use your data when you use our products and services (our “Services”). In order to use our service, you must agree to both our Terms of Service agreement and this Privacy Policy document.

What information do we collect

1. Information you provide directly: We collect information related to your account when you use our website or the bot. This includes messages you send using the bot, and changes you make in the dashboard. We also store data related to your guild to store settings, state of tickets, and to show information on the dashboard.
2. Information we collect automatically: We collect information automatically when you interact with our services or products. This includes your basic account information, information related to the guild when you interact with our bot or our site (username, avatar, guild join time, temporarily all messages sent using the bot) to serve basic bot functionality.

How do we use this information

1. Service operation: In order to serve the basic functionality of the bot, we’re required to temporarily store the necessary data outlined above, without it, the bot wouldn’t be able to function. This includes sending messages from dm to channel, back and fourth, transcripts, authentication sessions in dashboard.
2. Product improvement and analytics: We collect usage data of certain features and events (such as errors, browser usage, time of day, server member count, opened tickets, average response time) to improve our product. This does not include message content or any user-identifiable user data.

How we retain your information

We use the information for the minimum necessary period to provide you with basic functionality of the bot. Information you provide to us is used SOLELY for the functionality of the bot. The data is not for sale, nor shared with third parties. Your data and your messages in tickets are retained for as long as the transcript viewer link is active (30 days maximum for premium servers), although your username may appear in ticket logs on a given server.

Third-Party Services

We use the following services and you agree to their privacy policy if you use our Services or Products:

Sentry Axiom

Changes to our Privacy Policy

We will update this privacy policy when we make changes to our bot and expand our horizons. We provide the last update date at the top of the site, and we will announce any changes on our Discord server at (https://modmail.bot/discord).

Contact us

You may contact us at [email protected] or on our Discord server at (https://modmail.bot/discord)

modMAIL | 2025