Support tickets and CRM

Purpose

Support turns marketplace questions into tracked tickets with category, priority, status, conversation history, safe AI draft assistance, admin triage, and audit-friendly operational context.

Create a guest support ticket

1. 1Open /support from the header, footer, or Help Center.
2. 2Enter guest name and email, choose a category, add a subject, and describe the issue.
3. 3Do not include passwords, payment card numbers, private keys, API keys, identity documents, or webhook secrets.
4. 4Submit the ticket. The page shows a ticket number, but guest users do not receive access to private ticket history from the public page.

Create and follow a signed-in ticket

1. 1Sign in, then open /support.
2. 2Create a ticket or select an existing ticket from the ticket list.
3. 3Review status, priority, category, message history, and delivery/read context.
4. 4Reply to support, use the AI safe draft only as a starting point, and close or reopen your ticket when appropriate.

Support categories

• ✦ account and onboarding: login, registration, role routing, or first-use issues.
• ✦ product_access and order: product availability, checkout, Library, and secure downloads.
• ✦ refund and billing: payment, invoice, refund, and dispute questions.
• ✦ payout and affiliate: commission, attribution, payout-readiness, and promotion questions.
• ✦ moderation and trust_safety: listing review, unsafe content, impersonation, or abuse reports.
• ✦ technical and general: app errors, mobile behavior, or uncategorized questions.

Admin support CRM boundaries

Admins use /admin/support to filter tickets, assign ownership, update status, apply quick replies, add internal notes, and send public replies. Internal notes are never visible to requesters. Public documentation intentionally avoids exposing private escalation rules, credentials, anti-abuse controls, or provider secrets.