The Support page is where your shop opens and tracks tickets with HQ. It only shows tickets from your own shop — HQ works these from a separate queue view on their side.
Opening a ticket
Click New ticket (top right) to open the compose panel — clicking it again collapses the panel if you change your mind, and there's also a Cancel button inside the panel itself. Fill in:
- Subject — a free-text field (the placeholder suggests something like "Web booking page bug").
- Category — Operations / how-to, Software bug, Supply chain, Royalty / billing, Marketing fund, or Other. It defaults to Operations / how-to, so if your issue is really a bug or a billing question, remember to change it.
- Priority — Low, Medium, or High. Defaults to Medium.
- Description — a larger text box. The placeholder text says "Describe what's going on. Screenshots welcome," but there's no actual attach-file button on this form — it's subject, category, priority, and a plain description field. If you need to point HQ at a screenshot, you'll need to describe it or share it some other way; there's nothing here to upload one directly.
The Submit ticket button stays greyed out until both Subject and Description have text in them — Category and Priority never block you, since they always start with a value. The panel itself tells you exactly what to expect once you submit: "Submitted right away — HQ sees it next time they check their queue." There's no live chat here; it's a queue, not an instant-reply channel. After it goes through, the compose panel closes and resets back to its Operations / how-to + Medium defaults, ready for the next ticket.
Tracking status and response time
Three tiles sit above your ticket list:
- Open tickets ("Awaiting reply") — counts everything that isn't Resolved, which includes both Open and In progress tickets.
- Avg response ("Time to first HQ reply") — shown in minutes if it's under an hour, or in hours to one decimal place otherwise (e.g. "45m" or "2.3h"). If there's no data yet, it shows an em dash.
- Resolved (lifetime) ("Quick turnaround") — a running count of everything HQ has marked Resolved.
Below that, the All / Open / Resolved tabs filter the same list — Open mirrors the "Open tickets" tile, so it bundles In progress tickets in with true Open ones.
Each row in the list shows the ticket number, subject, a status badge (Open, In progress, or Resolved) and category badge, an optional one-line preview of your original description, who it's assigned to (or "Awaiting assignment" if HQ hasn't picked it up yet), and a "last activity" time — this is measured from the most recent reply if there's been one, or from when you opened the ticket if there hasn't. Click Open on any row to go to the full ticket thread.
The three stat tiles always render, even with zero tickets (all showing zero, with the avg response tile showing an em dash) — it's only the tabs+list area below that gets replaced with a simple empty state and its own Open ticket button to get you started.