Support tickets

Monitoring support tickets raised by vendors with tabs and filters, reading conversations, writing replies with attachments, and closing tickets.

The Support tickets screen is where you see, reply to, and close support tickets raised by vendors to the operator. The vendor opens a ticket by selecting a category and writing a subject and message from their own panel; the ticket appears on this screen. You open the conversation, write a reply, add images if needed, and close the ticket when the issue is resolved. This screen is used by vendor support and operations teams.

Accessing the screen

Select Vendor management › Operations › 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 you can see the screen but do not have permission to reply to tickets, the list and conversations open; the reply box, Reply, and Close ticket buttons are not visible.

New tickets cannot be opened from this screen: tickets always go from vendor to operator. Vendors use the My support tickets screen in their own panel to open tickets.

Screen sections

• Title — Support tickets with the description Support tickets raised by vendors. below.
• Status tabs — All, Light, Unread, and Off. The number of tickets is shown on the Light and Unread tabs. Below is the note Counts ignore the date and category filters.
• Filter card — Vendor, Category, and Opened on filters; Clear and Filter buttons.
• List toolbar — Per page selection (25, 50, 100; default 25), Filter result: N records, refresh icon, and Columns menu.
• List — Each row is a ticket.
• Note — Below the list: List is sorted by last activity. The date filter applies to the ticket's opened date and can be at most 30 days. Read status is shared: if either party opens the ticket, it is considered read.

Filtering and searching

Status tabs

Tabs apply immediately; you do not need to press Filter.

Tab counters are calculated only based on the Vendor filter; Category and Opened on filters do not affect counters. Therefore, the number of records in the list may be less than the number shown on the tab.

Filters

Filters apply when you press the Filter button (or Enter key while in a field). Clear empties the filters and reloads the list.

Tip: If the opened date range exceeds 30 days or the end date is before the start date, a Something went wrong box appears instead of the list. Correct the range and press Filter. To review a longer period, check in 30-day segments.

List

The list is sorted by last activity: the most recently replied to or updated ticket is at the top.

• Sorting by clicking column headers is not available.
• You can hide columns from the Columns menu; your selection is remembered in this browser.
• Clicking a row or the eye icon (Open conversation) on the right opens the conversation window.

When there are many tickets, the list is built from at most 400 tickets and a warning appears below the tabs: There are many tickets; sorting was done on the first 400 records. Narrow by date or category. When you see this warning, tickets beyond 400 do not appear in the list and the record count shows at most 400; which tickets are excluded is not determined by last activity. Narrow the list by date, category, or vendor filter to avoid missing tickets.

Actions

Reading the conversation

1. Click the ticket row or the eye icon.
2. The window title shows the ticket subject. Below it are the status badge, ticket number, category, vendor code, and the email and phone of the person who opened the ticket.
3. The conversation is shown in bubbles, ordered from oldest to newest. The first bubble is the ticket's opening message. Messages from the ticket opener appear on the left; other replies (operator side) appear on the right. Each bubble shows the sender's name and date/time above.
4. Image attachments appear as thumbnails; clicking a thumbnail opens the image in a new tab. Non-image attachments appear as links with the file name; clicking opens or downloads the file.

Opening a ticket even just to read it marks it as read and refreshes the list and tab counters. Read status is shared: whether the vendor or operator opens the ticket, it is considered read.

Writing a reply

Used to inform the vendor, request additional information, or provide a solution.

1. Open the conversation window.
2. Write your message (up to 4000 characters) in the Write your reply box at the bottom.
3. Optionally add images from the Click or drag to attach files area. Rules: Up to 2 JPEG images, each up to 2 MB. Only .jpg and .jpeg JPEG files are accepted; empty files cannot be attached. You can remove an attachment by clicking the Remove icon next to the file name.
4. Press the Reply button. While sending, the button shows Saving… and the window cannot be closed.

After sending, a Reply sent notification appears, the reply box and attachments clear, the conversation refreshes, and the window remains open. The Reply button is disabled if the message box is empty or there is an issue with attachments. If an attachment violates rules, a red message appears below the box, e.g., …: only JPEG images can be attached. or …: file cannot be larger than 2 MB.

If sending fails, a red error note appears in the window; your message is not lost and you can correct and retry.

Closing a ticket

Used when the issue is resolved or the ticket is no longer valid.

1. Open the conversation window.
2. Press the Close ticket button at the bottom.
3. Confirm the Are you sure you want to close this ticket? prompt opened by the browser. Canceling leaves the ticket open.

When closed, a Ticket closed notification appears, the window closes, and the list refreshes. If closing fails, the window remains open and a red error note appears. Neither you nor the vendor can reply to a closed ticket; the window shows The ticket is closed and cannot be replied to. Open a new ticket if needed. (the vendor opens new tickets). There is no option to reopen closed tickets on this screen; if the issue continues, the vendor must open a new ticket.

The Close ticket button only appears on open tickets and if you have reply permission.

Statuses

Unknown statuses appear as is with a gray badge.

Common situations

• "No support tickets" is shown. No tickets match the selected tab and filters. Switch to the All tab and clear filters with Clear.
• The tab shows 12 open tickets but fewer records appear in the list. Counters ignore date and category filters. Clearing filters makes counts match.
• A "Something went wrong" box appears instead of the list. The most common cause is the Opened on date range exceeding 30 days or the end date before the start date. Correct the range. If correct, press Retry; if the issue persists, send the Technical detail text to your system administrator.
• I don’t see the reply box or Close ticket button. If the ticket is closed, replies are not allowed. If the ticket is open, your account lacks reply permission.
• I cannot attach PNG or PDF files. Attachments can only be JPEG images. Save screenshots as JPEG and attach; up to 2 files, each up to 2 MB.
• The vendor I’m looking for is not in the Vendor filter. The filter list shows up to 200 vendors. If the vendor is not listed, narrow the list by Opened on or Category filters and find the vendor in the Vendor column.
• I didn’t open the ticket but it shows as "Read". Read status is shared; if the vendor opens the ticket in their panel, it is also considered read.

Related screens

• My support tickets (Vendor Panel)
• Announcements
• Vendors
• Cancellation requests
• Using list screens