Support Tickets

Support Tickets: a help desk built into your store

Stop chasing support requests through email threads. Support Tickets gives every customer a place to ask for help and gives you one place to answer. Everything is stored in your own database and tied to the customer's account.

🙋 For your customers

• 📝 Open a ticket in a minute. Pick a category and priority, describe the problem and send
• 📦 Link an order. Choose one of their own orders so you can see right away what they mean
• 📎 Attach photos or PDFs. Up to 3 files per message, 5 MB each, so you can see the damaged item or the receipt
• 💬 Follow the whole conversation in one place, and reply from the same page
• ✅ Mark a ticket solved when they are happy
• 🔒 Private by design. Customers sign in and only ever see their own tickets

🛠 For you and your team

• 📥 One inbox in Admin. See every ticket with its status, priority and category
• 🔎 Filter and search by status, priority or category, or find a ticket by its words
• ↩️ Reply with attachments right from the ticket page
• 🗒 Private staff notes that customers never see
• 🚦 Clear statuses: Open, Waiting on customer and Solved, plus Low, Normal, High and Urgent priority (only you can mark a ticket Urgent)
• 👥 Share the work. Give employees the "Manage Support Tickets" permission without giving them the rest of Admin

📧 Email alerts that keep things moving

• You get an email when a ticket is opened or a customer replies
• Customers get an email when you reply, and an optional "we received your ticket" confirmation
• Every email carries the ticket number in the subject, and each one can be switched on or off

⚙️ Easy to set up

• Upload the plugin, activate it, then type [support_tickets] on any page in Admin > Pages. That page becomes your support area
• Edit the category list to fit your shop. It starts with Order question, Shipping & delivery, Returns & refunds, Product question, Website problem and Other
• Set a limit on how many open tickets one customer can have at once
• Choose where staff emails go

🛡 Safe and private

• Uploaded files are kept in a protected folder and only handed out after a permission check
• Risky file types are blocked
• No card or payment details are ever collected or stored
• Your data stays on your own hosting. There are no monthly fees and no outside help desk service

Requires Sonicstore 8.17.0 or newer.