Support Tickets

Support tickets give store teams a simple way to contact platform admins without leaving the admin panel.

Creating A Ticket

Owners, managers, and staff can open tickets with a category and description. Useful tickets include:

• what they were trying to do
• what happened instead
• store, customer, order, or TapiCube involved
• any visible error message

Ticket Conversation

Replies stay inside the ticket thread. Status updates and replies can trigger push notifications.

Visibility

Store users see tickets connected to their store scope. Platform admins can review and respond across the platform.

Categories

Use categories to keep support triage clear, such as billing, store setup, rewards, WooCommerce, TapiCube, notifications, and account access.

Suggested Statuses

• Open: received, not yet being worked.
• In progress: someone is investigating.
• Resolved: answer or fix has been provided.
• Closed: no further action expected.

Good Replies

Good support replies are specific and actionable. Include what changed, what the store should try next, and whether the issue needs monitoring.

Avoid internal-only wording when replying to store teams. If a migration, deployment, or firmware flash is required, explain the user-facing impact.