Support Requests

Manage customer support tickets with email-to-ticket, rich text replies, email notifications, and two-way email conversations

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 or by replying to any email

📧 Email-to-Ticket

Customer replies to invoices, orders, or reminders automatically create support tickets

💬 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
Cancel Subscription	Request to cancel a subscription with notice period (see Cancellation Requests)
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

Keyboard Shortcuts: Use standard shortcuts like Ctrl+B for bold, Ctrl+I for italic, and Ctrl+Z for undo. The editor also supports Markdown notation — type **text** for bold, - for bullet lists, etc.

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

The dropdown also includes a Business Name option that inserts your company name.

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

Enabled by Default: The email notification checkbox is checked by default for convenience. Uncheck it if you only want to add a reply without notifying the customer.

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

After sending, a confirmation message shows the recipient’s email address.

📨 Email-to-Ticket (Inbound Email)

Customers can create support tickets simply by replying to any email they receive from your business — invoices, payment reminders, order confirmations, subscription notices, and more. No portal login needed.

How it works: Every outgoing email includes a Reply-To address at your business’s payreque.st address (e.g., [e-mail]). When a customer replies, the email is automatically converted into a support ticket.

Supported Emails

All customer-facing emails include the Reply-To header:

Email Type	Example
New Invoice	Invoice created notification
Invoice Paid	Payment confirmation
Invoice Reminder	Overdue payment reminders
Order Confirmation	New order acknowledgment
Order Completed	Order fulfillment notice
Payment Link	Smart link sent to customer
Payment Reminder	Smart link follow-up
Subscription Suspended	Pause/suspension notice
Price Increase	Subscription price change
Mandate Request	iDEAL mandate setup
Mandate Activation	Mandate confirmed
Security Deposit	Deposit authorization
Debt Collection	Payment collection notices
Checkout Recovery	Abandoned cart reminders
Portal Notification	Custom portal alerts
Support Reply	Your reply to an existing ticket

How Tickets Are Created

1. Customer Replies to Email

   The customer hits “Reply” on any email from your business and writes their message.

2. Email Received

   The reply is received at your payreque.st address and processed automatically.

3. Customer Matched

   The sender’s email is matched to an existing customer in your account. If no exact match is found, the system checks for customers with the same email domain (e.g., [e-mail] matches [e-mail]).

4. Ticket Created

   A new support ticket is created with the email subject and full message body, set to type Support and priority Medium.

5. You're Notified

   You receive an email notification about the new ticket with a direct link to your dashboard.

Domain Matching: If a customer emails from a different address at the same company domain, the system still matches them. For example, if [e-mail] is your customer, an email from [e-mail] will also be matched. Common email providers like Gmail, Outlook, etc. are excluded from domain matching to prevent false matches.

Reply via Email (Two-Way Conversations)

When you receive a notification about a new ticket, you can reply directly to the notification email instead of opening the dashboard. Your reply is automatically added to the ticket conversation and forwarded to the customer.

Similarly, when a customer receives your reply notification, they can reply back by email — their response is appended to the same ticket thread.

Unknown Senders: Emails from addresses that don’t match any customer in your account are automatically ignored. This prevents spam from creating unwanted tickets.

Reply-To Address

Your business’s Reply-To address is determined automatically:

Business Type	Reply-To Address
Shop owners	{shopname}@payreque.st
Freelancers (sales page)	{handle}@payreque.st
Fallback	u{userid}@payreque.st

No Setup Required: The Reply-To address is generated automatically based on your shop name or sales page handle. No DNS or email configuration needed on your end.

👁️ 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

Up to 15 events are shown, with a summary if there are more.

🔄 Request Lifecycle

1. Customer Submits Request

   Customer creates a ticket from the portal, or by replying to any business email. Status: Open. You receive an email notification.

2. You Review the Request

   View the request details, customer info, and any related records. Change status to In Review

3. Respond to Customer

   Write a reply using the rich text editor, insert relevant variables, and optionally send an email notification

4. Customer Views & Replies

   Customer sees your reply in the portal (tracked in timeline). They can add follow-up replies which reopen closed tickets

5. Resolve or Close

   Mark the request as Resolved when the issue is addressed, or Closed when no further action is needed

Status Flow

Open → In Review → Resolved
                 → Rejected
                 → Closed

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

Right Column (1/3 width):

• Customer card with avatar, name, email, phone, company
• Status and priority management dropdowns
• Activity timeline

Related Record Popover

When a request is linked to a subscription, hovering over the related record badge shows a detailed popover with:

• Subscription name and ID
• Status badge (active, cancelled, etc.)
• Amount and billing interval (e.g. €9.25 / month)
• Next billing date and creation date
• Cancellation details if a cancellation is pending (requested date, effective date, reason)
• Quick link to the full subscription detail page

For invoices and orders, the link shows the invoice number or order number alongside the ID.

Cancellation Decision Actions

When viewing a Cancel Subscription request, the detail page shows a dedicated Cancellation Decision panel with the customer’s requested effective date and two action buttons:

• Approve & Cancel — Cancels the subscription immediately and marks the request as resolved
• Reject & Keep Active — Clears the cancellation from the subscription and marks the request as rejected

These actions are only visible while the request is still open or in review. Once resolved or closed, the buttons are hidden.

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 and filtering
• Create new tickets with subject, message, type, and priority
• Reply to existing tickets (automatically reopens closed tickets)
• See admin responses (internal notes are hidden)

When creating a request with type Cancel Subscription or Pause Subscription, the form automatically selects “Subscription” as the related record type and requires the customer to choose which subscription the request is about. The dropdown shows subscription names with amounts and status for easy identification.

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