Platform features

Support ticket system

Manage customer support tickets efficiently through the dashboard.

Viewing tickets

Navigate to App → Support tickets to see all tickets for your application.

Click on any ticket to open the support dashboard where you can:

View user information

User actions

Manage subscriptions

Communication

1
New ticket createdOpen
User creates ticket via Discord or dashboard. On-call staff get notified.
2
Staff claims ticketIn progress
Support staff opens the ticket and begins investigation. Can make changes to subscriptions, reset HWID, etc.
3
Issue fixedResolved
Staff marks ticket as resolved. User can continue conversation if needed. Auto-closes after 24h.
4
Ticket closedClosed
Ticket is closed and the conversation history is saved with the ticket.

Finished tickets move to the archive so the ticket list stays short. Nothing is deleted.

Resolved and closed tickets are archived automatically after 90 days without activity.
Head supporters and admins can also archive a resolved or closed ticket by hand, from the ticket list or the ticket page.
Open the archive with the Tickets | Archive switch on the Support tickets page. Archived tickets stay searchable and readable, including the conversation and change log.
Archived tickets are read-only. Restore a ticket to work on it again. If the customer reopens it in Discord, it is restored automatically.
Only head supporters, full admins and the app owner can see archived tickets. Give someone the Head supporter role on the Team page.

All actions taken in the support dashboard are automatically logged in a change log visible to staff.