Support Requests 🎫
A built-in ticketing system that lets you manage customer inquiries, complaints, billing questions, and more — all from your PayRequest dashboard. Customers can submit requests from the customer portal, and you can respond with rich text replies that optionally notify them via email.All Plans: Support Requests are available on all plans. Customers submit requests through the customer portal, and you manage them from the Support Requests page in your dashboard sidebar.
🎯 Overview
📥 Receive
Customers submit tickets from the portal with subject, message, type, and priority
💬 Respond
Reply with a rich text editor, insert customer variables, and optionally email the customer
👁️ Track
See when customers view their tickets, track conversation history, and monitor resolution
📋 Request Types
Support requests are categorized by type to help you triage and filter:| Type | Use Case |
|---|---|
| General Support | General questions and help requests |
| Billing Question | Questions about charges, invoices, or payments |
| Technical Issue | Problems with portal access, payments, or functionality |
| Refund Request | Customer requesting a refund |
| Complaint | Formal complaints requiring attention |
| Pause Subscription | Request to pause an active subscription |
| Invoice/Order Correction | Corrections needed on invoices or orders |
| Feature Request | Suggestions for improvements |
| Quote Request | Custom quote inquiries (see Quote Requests) |
| Provider Request | Requests related to service providers |
🚀 Managing Requests
Request List
Navigate to Support Requests in your sidebar to see all tickets. The list page shows:- Total count with status breakdown (Open, In Review, Resolved)
- Customer avatars with business/individual badges
- Status and priority badges on each card
- Message preview (HTML stripped for readability)
- Conversation count and last response indicator
Filtering & Search
Use the filter bar to narrow down requests:- Search — Find by subject, message content, or customer name/email
- Status — Open, In Review, Resolved, Rejected, Closed
- Type — Filter by any request type
- Priority — Low, Medium, High, Urgent
💬 Responding to Requests
Rich Text Editor
The response form includes a full rich text editor with:- Formatting — Bold, italic, underline, strikethrough
- Lists — Bullet and numbered lists
- Blockquote — For quoting customer messages
- Links — Insert clickable links
- Undo/Redo — Full history support
Insert Variables
Click the code bracket icon ({ }) in the editor toolbar to quickly insert contextual data at your cursor position:
👤 Customer Variables
- Name — Customer’s display name
- Email — Customer’s email address
- Company — Company name (if business customer)
🎫 Request Variables
- Request ID — e.g.
#32 - Subject — The request subject line
🔄 Subscription Variables
Inserts the customer’s subscription names (up to 3 shown), with amounts displayed for reference
📄 Invoice Variables
Inserts invoice numbers (up to 3 shown), with amounts displayed for reference
Real Values: Variables insert the actual values (e.g. “Francesco Trovato”), not template placeholders. This makes your replies read naturally.
Internal Notes
Check “Internal Note (only visible to admin)” to add notes that customers cannot see. Internal notes appear with an amber highlight in the conversation and are excluded from the customer portal view.📧 Email Notifications
Sending Reply Notifications
When replying to a request (non-internal), you can check “Send reply notification to customer via email” to email the customer about your response. The email includes:- Your business logo at the top
- Customer greeting by name
- Request subject for context
- Reply preview (first 200 characters)
- “View Full Reply” button linking to the customer portal
- Business branding in the footer
Button States
The submit button changes based on your selection:- “Add Reply” — When email notification is unchecked or reply is internal
- “Send Reply & Email” — When email notification will be sent
👁️ Customer Activity Tracking
Ticket Views
The timeline automatically tracks when a customer views their support ticket in the portal. This helps you understand engagement:- Teal eye icon in the timeline when the customer opens the ticket
- Throttled to once per hour — repeated page refreshes don’t create duplicate entries
- Shows the exact timestamp of each view
Timeline
The sidebar timeline shows a chronological feed of all activity on a request:| Event | Icon | Color |
|---|---|---|
| Request created | Dot | Green |
| Customer reply | Dot | Gray |
| Admin response | Dot | Blue |
| Internal note | Dot | Amber |
| Email sent to customer | Envelope | Indigo |
| Customer viewed request | Eye | Teal |
🔄 Request Lifecycle
Customer Submits Request
Customer creates a ticket from the portal with subject, message, type, and priority. Status: Open
You Review the Request
View the request details, customer info, and any related records. Change status to In Review
Respond to Customer
Write a reply using the rich text editor, insert relevant variables, and optionally send an email notification
Customer Views & Replies
Customer sees your reply in the portal (tracked in timeline). They can add follow-up replies which reopen closed tickets
Status Flow
Auto-Reopen: If a customer replies to a resolved or closed ticket, it automatically reopens with status Open so you don’t miss follow-ups.
📊 Request Detail Page
Main Content Area
The detail page has a two-column layout: Left Column (2/3 width):- Original request message (rendered with full HTML formatting)
- Related record link (if linked to an invoice, order, or subscription)
- Full conversation history with color-coded messages
- Reply form with rich text editor
- Customer card with avatar, name, email, phone, company
- Status and priority management dropdowns
- Activity timeline
Quick Actions
Action buttons at the top of the page let you quickly:- Mark In Review — Acknowledge you’re looking into it
- Mark as Resolved — Issue has been addressed
- Close Request — No further action needed
🎨 Customer Portal Experience
Customers interact with support through the portal at/shop/{storename}/support:
- View all their tickets with status badges
- Create new tickets with subject, message, type, and priority
- Reply to existing tickets (automatically reopens closed tickets)
- See admin responses (internal notes are hidden)
Custom Domains: Support works on custom domains too. If your shop uses
shop.yourbusiness.com, support is available at shop.yourbusiness.com/support.💡 Best Practices
⚡ Response Time
- Acknowledge requests within 4 hours
- Use “In Review” status to signal you’re on it
- Use internal notes to document your investigation
- Send email notifications for important updates
📝 Reply Quality
- Use the variable inserter for consistent, personalized replies
- Reference specific subscription or invoice details
- Include next steps or expected timelines
- Use formatting to highlight key information
🎓 Next Steps
Quote Requests
Learn about the specialized quote request workflow for freelancer pages
Customer Portal
See the full customer portal experience including support integration
Portal Notifications
Set up in-portal notifications for your customers
Email Configuration
Configure your email settings for support notifications