Treyza Support Tickets (Opening a Ticket with Treyza)
These are the support tickets you open with the Treyza support team, and they move forward as a back-and-forth conversation.
Where to find: The Support Ticket link at the bottom of the left menu (opens the seller panel's Support page in a new tab), or Support in the seller panel's top menu Who it's for: Store owners who need help about Treyza itself — billing, subscription, a technical issue and so on In short: These are the support tickets you open with the Treyza support team, and they move forward as a back-and-forth conversation.
Let's clear up this distinction first
There are two separate systems in the panel that are called "support tickets". They are very easy to mix up, so let's separate them right at the start:
| Who writes to whom? | Where? | Documented on | |
|---|---|---|---|
| Customer support tickets | Your customer → you | Management panel → Customers → Support Tickets | Support Tickets |
| Treyza support tickets (this page) | You → the Treyza team | Seller panel → Support | This page |
In short: when a customer of your store has a problem they write to you; when you have a problem with Treyza you write to Treyza. The two are kept in separate lists, on separate screens, and never mix.
What is it for?
There may be a line on your invoice you don't understand, you may want to change your subscription, you may find something in the panel that doesn't work the way you expected, or you may get stuck while connecting an integration. For all of these, you open a written ticket with the Treyza team.
Every ticket works like a messaging window: you write, the Treyza team replies, you write again. The whole conversation is collected inside a single ticket and nothing gets lost.
Is this the same as Suggestions & Requests? No. Suggestions & Requests is a one-way feedback box: you send your message, no conversation screen opens, and the message you sent is not listed in the panel. For anything that needs a back-and-forth and follow-up, use the support ticket described here (see Suggestions and Requests (Sending Feedback)).
Where do I find it?
Support tickets live in the seller panel (not the store management panel). You can reach them in three ways:
| From where? | What it does |
|---|---|
| In the management panel, scroll the left menu all the way down → Support Ticket | Opens the seller panel's Support page in a new tab. |
| Seller panel's top menu → Support | Opens the same page. |
| The (i) icon in the seller panel's top bar → My Support Tickets | Opens the same page. The Contact Us item next to it opens the new-ticket window directly. |
Because the Support Ticket link opens in a new tab, the work you were doing in the management panel is not interrupted; you can write your ticket and close the tab.
What's on the page?
From top to bottom, the Support page has these sections:
1. Four counter boxes
| Box | What it shows |
|---|---|
| Total | The number of all tickets you have opened so far. |
| Awaiting Reply | Tickets you have written that Treyza has not answered yet. |
| Answered | Tickets Treyza has replied to. |
| Unread | Tickets that contain a message you haven't read yet. It appears coloured when it is above zero. |
2. Status filter
On the left there is a dropdown; its default value is All statuses. From there you can narrow the list down by picking Awaiting Reply, Answered or Closed.
3. New Ticket button
The New Ticket button on the top right opens the ticket creation window.
4. Ticket table
| Column | Contents |
|---|---|
| Subject | The ticket's title. Below it are the ticket number (like PTK-000012), the message count and, if any, the store name. |
| Category | The topic type you picked when opening the ticket. |
| Priority | How urgent the ticket is. |
| Status | Awaiting Reply / Answered / Closed. |
| Last Message | The date and time of the latest message in the ticket. |
The list is sorted by most recent activity: a ticket with a new message moves to the top. When you click a row, that ticket's conversation screen opens.
On a narrow screen (phone/tablet) the Category, Priority and Last Message columns are hidden; Subject and Status are always visible.
If the table doesn't fit on one page, back/forward arrows and a page / total indicator appear below it.
If you have no tickets yet, instead of the table you see a box saying "No support tickets yet" with a New Ticket button in it.
Opening a new ticket (step by step)
- Click the New Ticket button. A window titled New Ticket opens in the middle.
- Write a short headline in the Subject field.
- Pick the option that fits best from the Category box (default: General).
- Pick the urgency from the Priority box (default: Normal).
- From the Related Store box, pick the store the ticket is about. If it isn't about a specific store, leave it on Not store-specific.
- Describe the situation in detail in the Message field.
- Press the Send Ticket button.
When it goes through, "Your ticket has been sent to the Treyza team." appears in the corner of the screen and you go straight to the ticket's conversation screen.
If you change your mind, press Cancel; nothing is sent.
Fields
| Field | Required? | Description |
|---|---|---|
| Subject | Yes | At least 3, at most 255 characters. If it is too short you see "Subject must be at least 3 characters." |
| Category | Yes | One of 8 options. Default General. |
| Priority | Yes | One of 4 options. Default Normal. |
| Related Store | No | Appears only if you have at least one store. Default Not store-specific. |
| Message | Yes | At most 5000 characters. Cannot be left empty. |
Categories
| Category | When to choose it | Example |
|---|---|---|
| General | Any topic that doesn't fit the other headings. | "How can I do this in the panel?" |
| Billing | Invoices, payments, charges. | "There's an amount I didn't expect on this month's invoice." |
| Subscription | Plan changes, renewal, cancellation. | "I want to upgrade my plan." |
| Technical Issue | Something works incorrectly. | "I get an error while saving a product." |
| Store | Situations about one specific store of yours. | "My store doesn't open." |
| Integration | Shipping, payment, marketplace and similar connections. | "The shipping integration won't connect." |
| Feature Request | You want something that doesn't exist in the panel. | "Could bulk price update be added?" |
| Other | It fits none of the above. | — |
Picking the wrong category is not a problem; your ticket is still read. The category only helps the team route it to the right person faster.
Priorities
| Priority | When to choose it |
|---|---|
| Low | Questions that can wait, asking for information. |
| Normal | Topics that don't disrupt your daily work. (Default) |
| High | Situations that clearly disrupt your work. |
| Urgent | Situations that stop your sales or make your store unusable. |
Don't mark every ticket as Urgent. Priority exists so that genuinely urgent tickets can stand out; when everything is urgent, nothing is.
Inside a ticket (the conversation screen)
When you click a ticket, that ticket's screen opens. The ticket number and the subject are shown at the top.
On the left the conversation bubbles are stacked:
- The coloured bubbles on the right are your messages; below them it says You (or your name) and the date.
- The grey bubbles on the left are the Treyza team's replies; below them it says Treyza Support and the date.
- Lines in the middle, in thin grey text, are the system's automatic notes.
Below the bubbles there is a reply box. Write your message and press Send; the "Your message has been sent." notice appears and your message is added to the list. A message can be at most 5000 characters.
On the right there is the Ticket Details card: Category, Priority, the Created date, and, if you linked the ticket to a store, that store's name.
The Back to tickets link at the top left takes you back to the list.
Statuses
A ticket's status shows whose turn it is:
| Status | What it means | How it happens |
|---|---|---|
| Awaiting Reply | The ball is in Treyza's court; a reply from the team is expected. | When you open a new ticket or write a message. |
| Answered | The Treyza team replied; it's your turn. | When a message from the Treyza team arrives. |
| Closed | The ticket is closed; no new messages can be sent. | When you press Close Ticket or the ticket is resolved. |
Closing a ticket
- Press the Close Ticket button at the top right of the ticket screen.
- A confirmation window titled "Close this ticket?" opens and says: "You can reopen it later. Closed tickets cannot receive new messages."
- Confirm by pressing Close Ticket. The "Ticket closed." notice appears.
In a closed ticket, instead of the reply box you see "This ticket is closed. Reopen it to keep writing."
Reopening
In a closed ticket, a Reopen button sits in the same place. When you press it, the "Ticket reopened." notice appears and you can carry on from where you left off.
Closing is reversible; don't hesitate to close a ticket once your problem is solved. If the same topic comes up again you can reopen it or create a new ticket.
How do I know a reply has arrived?
| Sign | Where? |
|---|---|
| A small coloured dot | In the ticket list, next to the subject of a ticket with unread messages. |
| The Unread counter | The last of the four boxes at the top of the page. |
| A notification | A notification appears on the seller panel's bell icon; clicking it takes you straight to the related ticket. |
The moment you open the ticket it counts as read and the dot disappears.
How to write a good support ticket
The more concrete your ticket, the faster the solution arrives.
- What were you trying to do? — "I tried to connect the shipping integration."
- What did you expect to happen? — "For the connection to be established."
- What happened instead? — "When I press Save an error message appears."
Writing these as well makes things much easier:
- Which store you were in (or picking the Related Store while opening the ticket),
- Which screen you were on (for example "Catalog → Products → Edit"),
- When the problem started,
- The exact error text you saw on screen, if there was one.
Don't write confidential information such as passwords or card numbers into a ticket. The Treyza team never asks you for those.
Frequently asked
Can I delete my ticket? No. Tickets are not deleted; when you're done you can close it with Close Ticket.
I can't write a message in a closed ticket. That's right; closed tickets cannot receive messages. Press Reopen and the reply box comes back.
I have more than one store, which one should I pick? If the problem is about a specific store, pick it so the team knows where to look. For topics like billing or subscription you can leave it on Not store-specific.
Can my team member see the tickets I open? Tickets are kept at the level of the business tied to your account, not a single store; users with access to the seller panel can see this list.
Why isn't this page in the management panel? The tickets you open with Treyza are kept in the seller panel. The Support Ticket link in the management panel is a shortcut that takes you there. The Support Tickets menu in the management panel is for the tickets your customers open with you.
I wrote the subject wrong, can I fix it? A ticket's subject cannot be changed afterwards. Just write the correct information as a new message.
Related pages
- Support Tickets — Support tickets your customers open with you (different from this page).
- Suggestions and Requests (Sending Feedback) — The one-way feedback/suggestion box.
- Notifications — Where to read your notifications.
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