Support tickets and team

Buyers chat with your shop through support tickets, without an account. You can share the work with team members on Premium and Pro.

Support tickets: a live chat

Every ticket is a chat inside SellSpace, not an e-mail thread. Buyers open a ticket from your storefront support page without an account. They add a subject, a category and a message. Their name and e-mail address are optional, and so is an order lookup (order reference or number plus the e-mail address of the order). After sending, the buyer gets a private ticket link with a copy button. The link is saved in their browser, so "My tickets" shows the conversation again on the same device.

• You and your team (owner, manager and support roles) see tickets under Tickets in the dashboard. The list on the left shows the status (Open, Pending, Solved, Closed), priority, who the ticket is assigned to and an unread dot. You can search and filter. The conversation is on the right.
• Messages arrive live while the page is open. You see when the buyer is typing, and your own messages show Sent, Delivered and Read. The sidebar and the browser tab title show how many tickets have unread messages, and a short notice appears when a message arrives while you are on another dashboard page.
• Press Enter to send and Shift+Enter for a new line. You can attach images (png, jpg, gif, webp), PDF, zip and txt files up to 5 MB, and insert canned replies.
• Internal notes are visible only to your team, in a clearly marked box, and are never shown to the buyer. Status changes (solved, reopened, closed, assigned) appear in the chat as short system lines.
• When a ticket is linked to an order, an order card shows the order reference, product, amount and delivery state with a link to the order.
• Mark solved closes the loop for the buyer. A new message from the buyer reopens the ticket automatically. The buyer can rate a solved conversation from 1 to 5 stars with an optional comment. The rating is only shown on the ticket.
• Owners and managers can assign a ticket to a team member. Members with the support role can take a ticket themselves. Viewers cannot answer.
• If the seller has not replied after a few days (default 3), the buyer can escalate the ticket to SellSpace support. You can also hand a ticket over yourself with Escalate to SellSpace support. SellSpace staff then join the same chat.

Notifications and e-mail

Tickets do not work through e-mail. New messages appear in the dashboard first. E-mail is optional and always a short notice with a link, never the message itself:

• Buyers can tick "Also notify me by e-mail when someone replies" (off by default). It needs an e-mail address, and they can switch it off again on the ticket page.
• You and your team can switch on "E-mail me when I am offline" on the Tickets page (off by default). No e-mail is sent while you have the dashboard open.

Safety and privacy

• The private ticket link is signed and cannot be guessed. Whoever has the link can read and answer that one ticket, so buyers should keep it to themselves.
• Attachments are checked by their real file type, stored outside the public web folder under random names and always served as downloads. Zip files with programs or scripts inside, and PDF files with scripts, are refused. There are limits per ticket and per day.
• Messages cannot be edited or deleted, so the conversation stays a reliable record. There are limits against spam: message length, a link limit in the first messages of a new ticket, and rate limits per address, ticket and account.
• Staff can set a retention period: solved and closed tickets older than that are archived (hidden from the lists, attachments removed). The text stays.

Contact SellSpace support

Questions about your own account, plan, payouts or store go to SellSpace, not to the buyer ticket inbox. Every logged-in user can write to us, including team members and accounts without a shop.

1. Open Help & support in the dashboard sidebar (or the question-mark button in the top bar) and choose Contact SellSpace support.
2. Pick a category (account and login, billing and plans, store, themes and builder, bug report, abuse report, feature request or other), write a subject and your message, and optionally choose the shop and add a related order reference or link.
3. A live chat with our team opens right away and gets a reference such as SP-00012. Replies appear in the chat as they are written, with the same typing indicator, attachments and read receipts as buyer tickets. The expected response time is shown on the Help & support page.

You can reply, close a ticket or rate a closed conversation. A closed ticket is final: it cannot be reopened and you cannot reply to it any more. If you still need help, open a new ticket and mention the old ticket number. There are limits against spam: a few new tickets per hour, a daily maximum and a maximum number of open tickets. Never put passwords or card numbers in a ticket. A ticket belongs to the person who opened it; other team members of your shop cannot see it. E-mail notices for these replies are optional and can be switched on in Help & support.

Cannot log in at all? Write to [email protected].

Team members

The shop owner can invite people by e-mail. Seats depend on the plan:

Pending invitations reserve a seat. Roles:

Only the owner manages the team. Invited people must accept with an account that uses the invited e-mail address. A member can leave a shop at any time.