Log In
Sign Up

How to open and manage support tickets

Open a ticket from the dashboard. The team replies in the same thread. Shoppers never see this.

What it is

In the sidebar footer, above Log out, click Support. The page title is Support. The subtitle is Open a ticket and our team will help you out. Tabs are My tickets (default) and New ticket. Click a ticket card to open the conversation. Tickets belong to your signed-in WooDonkey account. They are not scoped to one WooCommerce store. This page is not Support inbox.

How it helps you

You ask for help without leaving the dashboard. You can attach a screenshot or a file, then watch the status move from Received to In progress to Completed. Shoppers never see the thread.

What is included

  • Sidebar: Support sits above Log out. A numeric unread badge can appear on the link when tickets have unread team replies. On a collapsed sidebar it is a small dot.
  • Tabs: My tickets and New ticket. Default is My tickets. My tickets shows a count in parentheses when there is at least one ticket.
  • Loading: Loading… while the list or a thread loads.
  • Empty My tickets: Heading No tickets yet. Helper Open a ticket and our team will help you out. Button New ticket switches to the New ticket tab.
  • Ticket cards: Subject, status pill, unread count on the card when unread is above 0, and Opened DATE. Ordered by last message, newest first. The list refreshes on its own. Click a card to open the conversation.
  • Status pills: Received (new tickets start here), In progress, Completed. You cannot change status. A reply on Completed returns the ticket to Received.
  • New ticket: Subject (placeholder What do you need help with?, max 200, required). Message composer. Toast Add a subject if Subject is empty. Toast Ticket created. Then My tickets opens and the new conversation opens.
  • Composer: New-ticket placeholder Describe the issue. You can attach screenshots and links. Reply placeholder Type a message… Button Attach file. Staged files show a name chip with Remove. Submit is Create ticket on a new ticket, or Send Message on a reply. You can send text, files, or both. Ctrl or Cmd plus Enter also sends.
  • Attachments: Up to 10 files per send. Each file must be 15MB or smaller. Error File is larger than 15MB. The picker does not limit file type. Error Add a message or an attachment. if both are empty.
  • Conversation: Header shows subject, Opened DATE, and the status pill. Your messages sit on one side. Team replies sit on the other. Image attachments open as thumbs. Other files show as named chips. Bare http and https URLs in the body become links. Composer at the bottom. Opening a ticket clears that ticket’s unread badge. Ticket not found if the ticket is missing.
  • Emails: WooDonkey can email you when a ticket is received, when the team replies, and when a ticket is marked Completed. Those emails are not designed on this page. The link opens Support.
  • Not on this page: No Support inbox. No merchant status Select. No delete. No search or filters. No shortcode. Not one ticket list per store.

How to turn on and manage each capability

Open Support

  1. In the sidebar footer, find Support above Log out.
  2. Click Support.

Create a ticket

  1. Open the New ticket tab, or click New ticket on the empty state.
  2. Fill Subject, describe the issue in the message (include the store URL and the steps), optionally click Attach file, then click Create ticket.

Open a ticket and reply

  1. On My tickets, click the card.
  2. Type in Type a message… or attach a file, then click Send Message.

What to know before you start

  • You must be signed in. Tickets belong to the account, not to one store.
  • Put the store URL and the steps to reproduce in the first message.
  • The team sets Received, In progress, and Completed. You cannot change status yourself.
  • A reply on Completed returns the ticket to Received.
  • Each file must be 15MB or smaller. Up to 10 files per send.
  • You cannot delete a ticket. There is no shortcode.

Problems you may hit, and how to fix them

  • Symptom: No tickets yet. Fix: Click New ticket and create one.
  • Symptom: Toast Add a subject. Fix: Fill Subject, then click Create ticket.
  • Symptom: Add a message or an attachment. Fix: Type text, attach a file, or both.
  • Symptom: File is larger than 15MB. Fix: Use a smaller file.
  • Symptom: Ticket not found. Fix: Open a card from My tickets while signed into the same account.
  • Symptom: An unread badge on Support or on a card. Fix: Open the conversation. Opening it clears that ticket’s unread count.
  • Symptom: The ticket is Completed and you still need help. Fix: Reply in the same thread. Status returns to Received.
  • Symptom: You got an email but cannot find the ticket. Fix: Sign in to the same WooDonkey account that opened it, then open Support.

Related reading