Support tickets: open one and follow the reply
How to open a support ticket from the merchant panel and follow the replies from your delivery company's support team: the ticket statuses, what the team sees, and the limits.
Last updated 22 October 2026 · Last verified 22 October 2026
Purpose#
Tickets are how you write to the support team of the company your account belongs to about a parcel, your wallet, your plan, a store link or your account, and follow the answers in one conversation. This guide covers opening a ticket, following it, its statuses and what the support team sees.
Who can use it#
Merchant accounts of every kind. A ticket is delivered to the support staff of the company your account belongs to: its admin, in-charge and hub users all receive it, and those who hold the support permissions can open the staff support inbox and reply from it. A merchant of a delivery company writes to that company. A merchant registered directly on the platform belongs to an internal platform-merchants group: the ticket is answered only if the platform administration has staff users in that group, so do not count on a reply there and use any other contact channel the platform provides. The platform's super admin does not receive merchants' tickets; super admins only see tickets opened by company staff.
What you need#
An active subscription, like the rest of the panel. When the platform offers merchant plans, a platform merchant needs a current plan, otherwise the plans page opens instead of Support; a merchant of a delivery company needs the company's subscription to be active, otherwise you are sent to Home with a warning. The Support pages are not among the pages that stay open without a subscription.
Steps#
Open the Support page
In the side menu, under Settings, press Support. The page Tickets & support lists your tickets: by default the ones that are not closed (Not closed), with a chip for each status and for All, each with its count, and a search box for Search by subject or ticket number. Tickets awaiting a reply or being processed come first, then the most recent activity, 15 per page.
Create the ticket
Press New ticket. Fill in the subject (the field is labelled Address), Issue type, Priority, and Details (describe the parcel or order number, what happened and what you expected). Department (optional) appears only when departments are defined. You may add an Attachment (optional) of an allowed type, up to 5 MB (see the table below). Press Open ticket.
Follow the conversation
After saving you land on the ticket: "Ticket #… opened — you'll be notified as soon as someone replies." The ticket page shows your message, then every reply, with a Support team badge on replies from the support team. Write in the reply box and press Send reply; you can attach a file again.
Close it when it is solved
Under Issue solved? press Close ticket. If the problem comes back, open the ticket and press Reopen.
Expected result: your ticket appears in the list as Awaiting reply, and any reply from the support team is added to the same conversation.
The fields#
| Field | Values |
|---|---|
| Issue type | Parcel or shipment · Wallet & payments · Plan and subscription · Store linking & API · Account & login · Other |
| Priority | Normal · Medium · Urgent (only Urgent shows a red badge in the list) |
| Subject | required, up to 190 characters |
| Details and replies | required, up to 5000 characters; HTML tags are removed |
| Attachment | jpg, jpeg, png, webp, gif, pdf, doc, docx, xls, xlsx, csv or txt, up to 5 MB |
Statuses#
| Status | Meaning | How it is reached |
|---|---|---|
| Awaiting reply | Waiting for the support team | When you open the ticket |
| Processing | The support team is handling it | The first reply from the support team, or your reply on a Resolved ticket |
| Resolved | The support team says it is solved | The support team sets it |
| Closed | No more replies | You press Close ticket, or the support team closes it |
The support team can set any status. You can only close your ticket or reopen it (Reopen sets it to Processing). A closed ticket takes no replies: "The ticket is closed — reopen it to add a reply."
What the support team sees#
Your whole conversation and attachments, the status, priority and issue type, your name, the company name, the opening time, and your email and mobile number, which are shown only to the support team on the ticket page. They can answer, change the status and, with the delete permission, delete the ticket.
Notifications#
In the bell at the top you get "Reply to your ticket" when someone else answers your ticket. The company's staff get "New ticket" in their bell when you open one.
Common mistakes#
- You cannot reply: the ticket is closed. Press Reopen first.
- Looking for an edit button: a ticket cannot be edited after it is opened; send a reply with the extra details.
- No Delete ticket button: you can delete your own ticket only while it is Awaiting reply and nobody has replied.
- The attachment is rejected: check the type and the 5 MB limit above.
- The plans page or Home opens instead of Support: your subscription is not active (platform merchants land on the plans page, merchants of a delivery company on Home with a warning); Support is part of the subscription-protected panel.
Limits and permissions#
- A merchant sees only their own tickets and replies; other merchants' tickets answer "The ticket doesn't exist or isn't yours (it may have been deleted)."
- Status changes are limited to 30 requests per minute.
- There is no live chat: the conversation is by tickets only.