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When a store needs your help on a product or order you supply, it routes a support ticket to you. Open Tickets from the sidebar to see every ticket assigned to you in the current store.

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Find a ticket

The Tickets list shows each ticket’s Ticket code, Subject, Product, Order ID, Keys, Priority, Status, and Created date. You can:
  • Filter by status using the tabs across the top.
  • Search by ticket code or subject.
  • Sort by Created, Ticket, Severity, or Status.
  • Export the list to a CSV file.
Select a ticket to open it.

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Statuses and severity

A ticket carries a status: Open, In Progress, Resolved, or Closed. Its severity (shown in the Priority column) is one of Low, Medium, High, or Critical, so you can see which tickets are most urgent.

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Open and reply

A ticket detail page shows a summary (the subject, issue type, status, and severity), the Reported keys, and the Order details, alongside a Conversation panel.
1

Read the thread

The conversation shows the messages so far, each with who sent it and when. A ticket with no messages yet invites you to start the conversation.
2

Write a reply

Type your reply in the Write a reply… box. Select Attach to add files. Then select Send. Your message is added to the thread.
You can edit or delete your own messages. Hover over a message you sent to see the options.

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Replace a reported key

The Reported keys table lists the keys the ticket is about, with their reference, expiry, and status. Keys are masked. Select a masked key to reveal it.
1

Start the replacement

Select Replace on the key’s row.
2

Enter the new key

Paste the replacement under New key value, then select Replace key.
The row then reads Replaced. The old value is kept, and you can open the key’s Replacement history from the count badge next to its reference. Replacing a key does not resolve the ticket. The store resolves or closes it. The Order details panel shows the order the ticket is linked to, when there is one.
Resolved and Closed tickets are read-only. You can still read the full conversation, but the reply box and the Replace button are not shown once a ticket is resolved or closed.

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Next

Fulfil purchase orders

Deliver keys for the orders a ticket may be about.

Your dashboard

See how many tickets are open across this store.