How to Track and Reply to Partner Support Tickets

Understanding Ticket Status

• Open: Ticket is submitted and assigned to the partner support team.
• Waiting on Partner: The support team has responded and needs more information from you. Action required on your side.
• In Progress: The team is actively working on your issue.
• Resolved: The issue has been closed. If your problem is not solved, reply to re-open the ticket.

Filtering Your Tickets

1. Use the Status dropdown to filter by Open, Waiting, or Resolved.
2. Use the Priority filter to find high-urgency tickets quickly.
3. Use the Category filter to show only wallet or commission-related tickets.
4. Use the Search box to find a ticket by its subject keyword.

Replying to a Ticket

1. Click on any ticket Subject to open its detail and conversation timeline.
2. Read the support team's message in the threaded timeline.
3. Scroll to the reply box at the bottom.
4. Type your response in the text area.
5. Upload any additional files or screenshots.
6. Click Send Reply.

Reopening a Resolved Ticket

If a ticket was marked resolved but the issue persists:

1. Open the resolved ticket.
2. Reply with a message explaining the issue is still occurring.
3. The ticket status automatically changes back to Open.