My support tickets

Opening support tickets to the operator, reading conversations, writing replies with JPEG attachments, and closing resolved tickets.

The My support tickets screen is where you track the support tickets you have opened to the marketplace operator as a vendor and the conversations within those tickets. When you experience an issue with an order, product, or your account, you open a new ticket here, read responses from the operator's support team, reply if necessary, and close the resolved ticket. Only tickets related to your own vendor account are displayed on the screen.

Accessing the screen

Select Vendor Panel › Support › My support tickets from the left menu.

If you do not see it in the menu, your account does not have permission for this screen. If your account is not linked to a vendor, the screen shows the warning "Support tickets are exclusive to vendor accounts" instead of a list; in this case, tickets must be opened with a vendor account.

Screen sections

• Title — Support tickets and below it the description Your support tickets to the operator and their conversations.
• Status tabs — All, Light, Unread, and Off. The number of tickets is shown next to the Light and Unread tabs. Below the tabs is the note Counts ignore the date and category filters.
• Filter card — Category and Opened on filters; below are the Clear and Filter buttons.
• List toolbar — Per page selection, Filter result: N records info, New request button, refresh icon, and Columns menu.
• List — Each row represents a support ticket.
• Note — Below the list, explanations about sorting, date filter, and read status.

Filtering and searching

Tabs apply immediately when clicked. Filters in the filter card apply when pressing the Filter button (or Enter key while in a field); if there are unapplied changes, the Filter button is highlighted. Clear empties the category and date filters and reloads the list; it does not change the selected tab.

Tip: The date filter looks at the ticket opening date, not the date of the last message. If an old ticket recently received a reply, search for it without the date filter in the Unread tab.

List

• The list is sorted by last activity: the ticket with the most recent message is at the top. Sorting by column headers is not supported.
• You can display 25, 50, or 100 rows per page with the Per page selection; the default is 25.
• From the Columns menu, you can hide or show the Status, Read state, and Last activity columns; the Subject column is always visible. Your choice is remembered in this browser.
• Clicking a row or the eye icon (Open conversation) opens the ticket's conversation window.
• If you have many tickets, a warning appears above the list: There are many tickets; sorting was done on the first 400 records. Narrow by date or category. In this case, the list and "Filter result" count cover only these first 400 tickets; to see older tickets, narrow the list by date or category.

Actions

Opening a new ticket

Use this to communicate a new issue to the operator.

1. Click the New request button in the list toolbar.
2. In the opened window, select the category that fits your issue from the Category list (Pick a category).
3. Enter a short title for the ticket in the Subject field.
4. Describe the issue in detail in the Message field: relevant order/package number, product information, what you did, and what result you got.
5. Attach files if needed: click or drag files to the Click or drag to attach files area.
6. Click the Send button.

• The Send button remains inactive until all three required fields are filled and attachments meet requirements.
• When the ticket is created, a Ticket created notification appears, the window closes, and the list refreshes.
• If the ticket cannot be created, a red error box appears inside the window (e.g., The ticket could not be created.); your input is preserved for correction and resubmission.
• Cancel closes the window without saving.

As noted in the window description, your ticket goes to the operator's support team; their replies appear on this screen.

Attachment file rules

The attachment area works the same way for new tickets and replies:

• Each selected file is listed with its name, size (KB), and a Remove icon.
• When two files are selected, the attachment area hides; to add more, remove one first.
• If a file violates rules, a red warning appears below the area and the send button is disabled:
  • …: only JPEG images can be attached. — Other formats like PNG, PDF are not accepted.
  • …: file cannot be larger than … MB. (limit 2 MB) — Resize and reattach the image.
  • …: file is empty. — The file is corrupted or empty.
  • Up to N files can be attached. (limit 2 files)

Opening and reading a conversation

1. Click the ticket row or the eye icon (Open conversation) in the list.
2. The window title shows the ticket subject; above it are the status badge, ticket number, and category.
3. Messages appear as bubbles, ordered from oldest to newest. Your messages are on the right, operator messages on the left. Each bubble shows the sender and date-time above.
4. Image attachments appear as thumbnails; clicking opens them in a new tab. Other attachments are listed as links with file names.

Opening a ticket marks it as read; the list and Unread counter refresh automatically after the window loads. Read status is shared by both parties: when either side opens the ticket, it is marked read.

Writing a reply

Use this to provide additional information or respond to the operator in an open ticket.

1. Write your message (up to 4000 characters) in the Write your reply field at the bottom of the conversation window.
2. Attach up to 2 JPEG files if needed.
3. Click the Reply button.

When sent, a Reply sent notification appears, the message field clears, the conversation and list refresh; the window remains open. The Reply button is inactive if the message field is empty or attachments have issues. The reply field and button are hidden in closed tickets.

Closing a ticket

You can close a ticket when your issue is resolved.

1. Click the Close ticket button in the conversation window.
2. Confirm the prompt Are you sure you want to close this ticket?

When closed, a Ticket closed notification appears, the window closes, and the list refreshes. Closing cannot be undone; replies cannot be added to closed tickets. If the issue recurs, open a new ticket. The button is visible only for open tickets.

Refreshing the list

Click the refresh icon in the list toolbar to reload the list and see new replies from the operator.

Statuses

If a status not matching these four appears, its badge is gray and shows the recorded status name.

Common situations

• The list is empty, showing "No support tickets." You have not opened any tickets yet or no tickets match the selected tab/filter. Set the tab to All and click Clear. If you have an issue, write to the operator using New request.
• An error box "Something went wrong" appears instead of the list. Although the general explanation in the box mentions link or permission issues, the most common cause is an Opened on date range exceeding 30 days or the end date being before the start. The real cause is in the Technical detail section. Correct the range and click Filter. If the problem persists, click Retry and share the Technical detail text with support.
• I cannot attach my image. Only JPEG (.jpg, .jpeg) images are allowed, up to 2 files, each max 2 MB. Save your screenshot as JPEG and reduce its size.
• The reply field is not visible. The ticket is closed. The window shows the note The ticket is closed and cannot be replied to. Open a new ticket if needed.; open a new ticket.
• The "New request" button is not visible. Your account does not have permission to open tickets; you can only view tickets. The Reply and Close ticket buttons are also hidden in the conversation window.
• "Something went wrong" appears in the conversation window. The ticket details failed to load. Click Retry in the window; if the problem persists, close the window and refresh the list.
• The counter number does not match the list. Tab counters ignore date and category filters; if you have filters applied, the list may show fewer tickets.

Related screens

• Announcements — Announcements published by the operator to vendors.
• My orders — Orders and packages you may refer to in your ticket.
• My cancellation requests — Cancellation requests from customers.
• Overview — Summary page of the vendor panel.
• Support tickets — Screen where the operator replies to vendor tickets.