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Tickets give buyers a way to contact you that is attached to their invoice, so the question arrives with the context needed to answer it. Turn them on with Enable Tickets under Ticket Settings on the Tickets page, where tickets are also handled.

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Opening a ticket from the checkout

Buyers can open a ticket from the invoice page in your storefront, or from the checkout page itself. The Support Ticket Card setting in checkout settings controls the “Need help with this order?” card in the checkout sidebar:
  • Form (default): the buyer confirms their email with a one-time code, writes the ticket without leaving the checkout, and the new ticket opens in a new tab.
  • Button: the card links to the ticket form on your storefront.
  • Hidden: no card on the checkout.
Both modes need tickets enabled. A buyer can hold one active ticket per invoice and up to five active tickets at a time.

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Ticket statuses

Filter by status to work through what is waiting, and archive closed tickets to keep the list to what is live.

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Handling a ticket

Each ticket carries the customer and, where the buyer opened it from an invoice, the invoice it relates to. Open it in one click to see what was delivered before you answer. Replies are added to the ticket thread and the buyer is notified. Closing a ticket marks it resolved, and it can be reopened if the buyer replies again.

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Images in tickets

Both sides can attach images to a message: up to five per message, 5 MB each (JPG, PNG, WEBP, GIF or AVIF). A message can be images only. Click a thumbnail to view it full size. In the dashboard you can also paste a screenshot straight into the reply box. Buyer uploads are on by default. Turn them off with Allow Customer Image Attachments in the same Ticket Settings dialog; you can still attach images from the dashboard. Image links are included in the ticket notifications (email, Discord, Telegram, webhooks).

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Reducing the number you get

Most tickets come from a small set of causes, and each has a fix that prevents the next one:
  • Buyer mistyped their email. Resend the delivery email to the corrected address from the invoice page.
  • Buyer does not know how to redeem what they bought. Put it in the product instructions, where it is shown on the checkout page and in the delivery email.
  • Order stuck at Confirming. Usually crypto waiting on confirmations, or a custom method payment awaiting your check. See invoice statuses.
  • Dead key or account. Replace it from stock rather than refunding. See Serials and Keys.

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Next steps

Customers and balance

The customer record behind each ticket.

Managing invoices

Acting on the invoice a ticket is about.