Admin: Support
Ticketing System
Last updated: May 15, 2026
Admin → Support → Tickets is where you manage all inbound customer support requests.
Ticket List #
The Tickets list shows every support request with:
- Ticket number
- Customer name and email
- Subject
- Current status
- Submission date
Use the status filter to focus on tickets that need attention — for example, filter to "Open" to see all unread requests, or "In Progress" to review what your team is actively handling.
Ticket Detail #
Click any ticket to open the full conversation thread. All messages between the customer and your team are shown in chronological order. Admin replies are visually distinguished from customer messages so the thread is easy to follow.
Replying #
Click the Reply button to open the reply modal. Type your response and, optionally, update the ticket status at the same time (for example, change it to Resolved if your reply answers the customer's question fully). When you submit, your reply is sent to the customer by email automatically.
Changing Status #
To update a ticket's status without sending a reply email, use the Change Status action. This is useful when you need to escalate, deprioritise, or close a ticket without composing a new message.
Statuses #
| Status | Meaning |
|---|---|
| Open | Newly submitted, awaiting a response from your team |
| In Progress | Actively being worked on |
| Resolved | An answer has been provided |
| Closed | No further action needed |
Customer Side #
Customers submit support tickets at /support on your storefront. No account is required — anyone can open a ticket with their name and email address.
After submitting, the customer receives a unique private link. They can use this link at any time to view the conversation thread and post a follow-up reply. If a customer replies to a ticket that has been marked Resolved, it is automatically re-opened so your team is alerted.