Channels & replies: where tickets come from and how to answer

Ticket sources: merchant portal filing with two-way sync, email-to-ticket (IMAP monitoring with dedup), manual creation; replying from the detail page (internal notes vs public replies); batch assign and batch close from the list.

Tickets flow in from three doors and leave through one: your reply. Know the doors so you never lose a request, and know the two kinds of replies so you never say the wrong thing to the wrong audience.

The three doors: where tickets come from#

1. Merchant portal filing: the merchant submits from their own portal and tracks progress there — replies and status sync both ways automatically.
2. Email-to-ticket: the system monitors your support mailbox over IMAP, turns each new email into a ticket, and dedups by Message-ID so a re-fetched email never creates a duplicate. A reply in the same thread lands as a comment on the existing ticket, not a new one.
3. Manual creation: for phone calls, chats, or walk-ins — click New, pick the merchant, category and priority, and type the request.

Replying from the detail page: two kinds of words#

• Internal note: visible to your team only — use for handoffs, guesses, and "waiting on the warehouse" context the merchant never needs to see.
• Public reply: goes to the merchant (portal + email) — this is the official voice; keep it clear and complete.
• AI-drafted replies arrive as drafts in the review queue — they only go out after a human approves (see the assignment page).

Bulk actions from the list#

• Batch assign: select several tickets and hand them to one person — useful after a shift change or a priority reshuffle.
• Batch close: close a group of resolved tickets at once instead of opening each ticket.