Support tickets
Support tickets are how you contact Zid's support team about your store and follow their replies in one conversation. Click the ticket icon (Support tickets) in the top bar to open the Merchant support page.
Support tickets need the staff permission to manage support tickets. Tickets your customers send you about their orders are a different feature; see Customer support tickets.
The tickets list
| Column | What it shows |
|---|---|
| Number | The ticket number. |
| Category | The ticket's category, set by Zid. |
| Subcategory | The ticket's subcategory. |
| Status | Where the ticket stands (see below). |
| Created date | How long ago you opened the ticket. |
Point at the created date to see the exact date and time.
Click View at the end of a row to open the ticket. If you have no tickets yet, the page shows We're Always Here for You with a Create ticket button.
Ticket statuses
| Status | Meaning |
|---|---|
| Under creation | The ticket is being created. |
| New | Zid received your ticket. |
| Under review | The support team is working on it. |
| Under review with the app developer | The support team passed your ticket to the developer of the app it concerns. |
| Under review with the theme developer | The support team passed your ticket to your theme's developer. |
| Waiting for reply | The support team replied and is waiting for your answer. |
| Resolved | The support team resolved the issue. |
| Closed | The ticket is closed. |
Open a support ticket
Creating a ticket works like a short chat with the support assistant.
On the Merchant support page, click Create.
Describe your request in detail in the message box and send it with the arrow button.
Sample data from a demo store. When asked whether you'd like to attach files, attach them and send, or click Skip attachment.
Confirm the phone number Zid should use to update you about the ticket. It's the number in your account settings. Click Confirm number, or click Change number, enter another number and send it.
The ticket is created and opens.
The Ticket information panel beside the chat shows the ticket's details, and Ticket description shows your request.
A detailed first message gets your ticket solved faster, without the team having to ask you for more. Include:
The order number, when the problem is about an order.
The error message exactly as it appears.
The steps that lead to the problem.
Screenshots or a short screen recording, as attachments.
Attachments
| Rule | Limit |
|---|---|
| Formats | PNG, JPEG, JPG, PDF, DOC, DOCX, XLS, XLSM, XLSX, MP4. |
| Size | Up to 10 MB in total per message. |
Use the image icon (Attach image) to pick images, or the clip icon (Attach file) for any supported file. Files you add appear above the message box, where you can remove them before sending.
Follow up on a ticket
Open the ticket from the list. A ticket that needs your answer shows Waiting for reply.
Sample data from a demo store. Read the replies in the conversation. New replies appear on their own while the ticket is open.
Write your reply, add attachments or an emoji (Add emoji), and press Enter or click the send button. Press Shift and Enter for a new line.
Sample data from a demo store.
The Ticket information panel shows the ticket's Number (with a copy button), Type, Category, Created date, Status and, for closed tickets, the Closed date.
When the team closes a ticket, Zid also emails you its closing reply. You can no longer reply to a closed ticket: the conversation shows the date it ended. If you need more help, open a new ticket.
Related
In this section
Still need help?
Our customer service team is ready to help, or find quick answers in the FAQ.