SnowyJaguar1034/ModMail-FAQ

[FEAT] Support Mention Suppression

Opened this issue · 0 comments

Describe the feature
Currently, we encounter issues with users who join the server, don't read the rules, then immediately violate rule 6 by mentioning staff members (sometimes several of us) to come help with their support question.

Describe the solution you'd like
We can leverage the built-in Discord auto-moderation to prevent pings from being sent. An auto-moderation rule will be added which looks for user mentions where those users are members of the supports, moderators, administrators, or developers roles. If a message contains such a mention, the message will be blocked and sent to a moderation channel.

An ephemeral message will then be sent to the user (one which only they can see) informing them that mentioning staff for support is a violation of rule 6. This embed will then go on to ask the user if they are mentioning staff for a moderation issue and allow them to select an answer using a dropdown with two options:

No - I understand not to mention staff for support
Yes - Please release my message

It should also include a warning that abusing the release feature to ping staff for support will result in temporarily being muted, kicked, or banned.

If a user selects no and clicks the OK or Submit button, nothing happens and their message is just not sent. If a user selects yes and clicks the OK or Submit button, the bot will post the original message on the user's behalf, which will allow the mentions to go through.

Describe alternatives you've considered
This could be done via two buttons, however using the dropdown causes the user to slow down so they don't just immediately click through and send the message anyways.

Having them use a slash command to release their message would also be functional but I believe it would put too high of a barrier for those tagging for legitimate reasons, such as moderation issues.

Additional context
While this won't stop all support mentions, I believe it will stop a vast majority of them. This solution still allows for users to mention staff for moderation issues without putting too much of a hurdle between them and summoning staff.

A report command may be useful too, both as a user command (which appears in the user context menu when you right click or hold on a user) or as a slash command, but that is outside of the scope of this change.