Support tickets

Support holds two kinds of tickets: the ones your customers open with you, and the ones you open with platform support.

Your customers’ tickets

A customer opens a ticket from Support in their own panel, with a subject, a category, a message and, if they want, one of their orders. You’re told in the panel and by email (see Notifications), and whoever didn’t write a reply is told about it.

A customer sees only their own tickets. Open one to read the conversation, reply, and mark it resolved. Tickets never resolve or reopen on their own: if the customer comes back, reopen it.

Refunding from a ticket

If the ticket’s order is completed, the ticket shows Refund this order. It puts the order’s full price back on the customer’s balance. Pressing it again on the same ticket doesn’t refund twice. Partial refunds aren’t possible yet. If the order was on an invoice, it also appears under Invoicing → Invoices to correct (see Invoicing your customers).

Escalating a ticket to the platform

When the problem is on the platform’s side, such as an outage or a provider that fails for everyone, send the ticket to platform support from the ticket itself: Escalate to the platform, with a note if you want. This opens a ticket to the platform with:

• the subject Escalated: … and the same category;
• the ticket’s order, if it has one;
• a copy of the conversation so far, followed by your note.

The platform can’t read your customers’ tickets. Escalating is how you choose to show it one. Your customer isn’t told and doesn’t see the platform’s ticket. Replies added to the customer’s ticket later aren’t copied, so continue with the platform on its own ticket.

A ticket is escalated only once. After that it shows a link to the platform ticket instead of the button, and the platform ticket links back to it. Refunds are still made from the customer’s ticket.

Contacting platform support

For anything else, like your plan, billing or a question, open a ticket under Support → Contact platform support. Your tickets with the platform are listed under Platform support.

Only the business owner can escalate, refund, resolve or reopen a ticket, or contact the platform.