Support activity & team review
Use recorded evidence to improve support without automatic promotions.
What is measured
Enable activity recording in the AI support settings. The report covers handled tickets, first human response timing, explicit owner-confirmed resolutions, feedback and points over the last 90 days. The report window is not an automatic deletion schedule for the underlying support activity.
Credit actual human work
The first human response is credited once per ticket. ModMail counts a reply after delivery to the member succeeds. Internal notes, queued messages and AI answers do not earn human response points. Configured response and resolution point weights apply to recorded actions.
Separate feedback from judgement
Helpful and Unhelpful feedback is recorded. A negative rating alone does not automatically deduct points. The owner’s explicit resolution confirmation is separate from a generic rating, so a friendly reaction is not treated as proof that the issue is resolved.
Record an administrator evaluation
Premium managers can review actual ticket evidence and enter an audited evaluation from −10 to +10 with a reason. Presence alone never earns or loses points. Be consistent and avoid scoring staff for circumstances outside their control.
Suggestions require human review
Candidate suggestions summarise activity thresholds and feedback. They do not establish correctness or professionalism and never promote, demote or assign a Discord role. Check the underlying conversation before making a team decision. Accessible AI history additionally respects Discord channel visibility.