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How Our Service Ticket & WhatsApp Support System Works

A simple guide for clients — no technical knowledge needed

We’ve designed our support system to give you fast, organized, and reliable help. You can contact us through the client portal or even directly through WhatsApp. This guide explains how everything works in easy language so you always know what to do.

🧾 Creating Support Tickets from the Client Portal

You can create a support ticket by logging into your client account.

✔️ You Can Create a Ticket When:

  • You are logged in as a client

  • You have an active subscription for the service you need support with

  • You still have tickets remaining in your plan limit

If your plan is monthly or yearly, your ticket usage resets automatically when your new billing cycle starts.

❌ You Cannot Create a Ticket When:

  • You don’t have an active subscription

  • Your subscription has expired

  • You’ve already used all tickets included in your plan

If that happens, you will see a message explaining why you cannot proceed and what you need to do (upgrade or wait for renewal).

👨‍💼 Staff Can Create a Ticket for You Too

If needed, our team can also open a ticket on your behalf and assign it to your account and relevant service.

💬 Replying to Your Support Tickets

You can reply to tickets through:

  • The client portal

  • Email (if enabled)

  • WhatsApp

✔️ Replies Are Allowed When:

  • Your subscription is still active
    or

  • Your plan specifically allows “reply-only” even after expiration

❌ Replies Are Blocked When:

  • Your subscription is expired and does not allow replies

If replies are blocked, you will see a clear alert message.

🔄 What Happens When You Reply?

  • When you (the client) reply, your ticket is automatically marked as Reopened so our support team can continue helping you.

  • When our team replies, the ticket keeps its current status unless the team changes it manually.

This keeps everything well-organized.

📱 Support Through WhatsApp

You can also get support through WhatsApp using the phone number saved in your client profile.

When you send a WhatsApp message:

  • If you have an open ticket, the system may continue using that ticket

  • If no suitable ticket exists, the system may create a new ticket for you automatically

  • Your WhatsApp message becomes part of your support conversation

Images, videos, documents, and voice notes you send (if allowed) are attached to your ticket so the team can review them.

⌨️ WhatsApp Commands You Can Use

To keep conversations organized, simple commands are available.

🆕 Create a Brand-New Ticket

If you want to start a fresh support request, send:

new: your message here

Example:

new: My account is not loading, please check.

This ALWAYS creates a new ticket, even if you already have another open ticket.

🎯 Reply to a Specific Ticket

If you want to send your message to a specific ticket, type:

900: your message here

Example:

900: I have shared the file you requested.

Replace 900 with your actual ticket number.

This guarantees your message is linked to the correct ticket.

↩️ Replying Directly to a WhatsApp Message

If you simply reply to a previous WhatsApp message (using WhatsApp’s reply feature), the system automatically connects your reply to the correct ticket.

No need to type new: or ticket number:.

If You Don’t Use Any Command

If you simply send a random message without commands:

  • The system first tries your most recent WhatsApp-linked ticket

  • If not available, it tries your most recent open ticket

  • If none exists, it may create a new ticket automatically

So your message is always handled intelligently.

📤 How Our Replies Reach You

When our support team replies to your ticket:

  • You’ll receive the reply directly on WhatsApp (if your ticket is linked to WhatsApp)

  • Replies may include your ticket number so you know which case it belongs to

You can continue the conversation easily.

📎 Sending Attachments on WhatsApp

You can send:

  • Images 📸

  • Videos 🎥

  • Audio / Voice Notes 🎙️

  • Documents 📄

If allowed, these are safely attached to your support ticket so our team can view them.

💡 Helpful Tips

To get the best support experience:

✔️ Use new: when you want to start fresh
✔️ Use ticketNumber: like 900: to reply to a specific ticket
✔️ If you see messages like:

  • “You must have an active subscription”

  • “You have reached your ticket limit”

It means your plan expired or you used all allowed tickets. You may need to upgrade or wait for renewal.

🎯 Our Goal

This system ensures:

  • Faster responses

  • Organized communication

  • Fair use based on your subscription

  • Easy support via Portal and WhatsApp

We’re always here to help — and now it’s easier and smarter than ever.

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