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Support Tickets
How to contact a seller, track your ticket, and — if you're a seller — how to manage support for your products.
Open a Ticket
Submit a new support request for a purchased product
Ticket Statuses
What each status means and what happens next
Buyer Guide
Reply, reopen, track, and close your tickets
Seller Tools
Staff dashboard, custom fields, canned replies, auto-reply
Guest Tickets
Submit and look up tickets without an account
Moderation
Hidden and deleted tickets, moderator actions
1What Are Support Tickets
Support Tickets is the built-in system that connects buyers directly with the seller of a product they purchased. When a seller enables ticket support for their product, a Submit a Support Ticket button appears on the product page and in the buyer's My Purchases area.
Tickets are private by default — only the buyer, the seller (and their team), and platform staff can read them. Tickets are routed directly to the correct seller based on the product, so you never have to manually find the right person to contact.
Not every product has ticket support. If the seller hasn't enabled it, the option won't appear. You can check the product page or contact the seller through other channels listed there.
2Opening a Ticket
As a buyer (from My Purchases)
From the product page
You can also open a ticket directly from the product page — look for the Support section at the bottom of the listing. The form is identical to the one in My Purchases.
From the Support Center
Go to shookout.com/support → click New Ticket. You'll be asked to choose a department first. If the product has a linked support department, select it from the Software Support group in the dropdown. Selecting the correct product department ensures your ticket reaches the seller directly and unlocks any product-specific custom fields.
Tip: Write a detailed first message. Include your version number, a description of the problem, any error messages, and steps to reproduce. This lets the seller respond with a solution on the first reply instead of asking for more information.
3Ticket Statuses
Ticket status changes automatically based on who replied last. You don't need to manually update the status.
Ticket has been submitted and is waiting for the seller's first response. New tickets start here.
You replied — the seller has been notified and needs to respond next. The ball is in their court.
The seller replied — you need to respond, provide more information, or confirm the issue is resolved.
The seller has marked the issue as resolved. You can still reply to reopen the ticket if the problem persists — this automatically returns it to Awaiting Staff.
Ticket is closed and no further replies are accepted. Tickets can be closed manually by the seller or automatically after an inactivity period.
Tip: If a ticket is marked Resolved but you still have an issue, just reply to it. Your reply automatically reopens the workflow — you don't need to create a new ticket.
4Buyer Guide
Viewing your tickets
All your tickets are in the Support Center at shookout.com/support. Use the filter tabs to show Active, Resolved, Closed, or All tickets. The Active tab shows tickets that need attention from either side.
Replying to a ticket
- Open the ticket from your Support Center list
- Read the seller's response at the bottom of the thread
- Type your reply in the editor — you can attach files
- Click Submit Reply — the seller is notified and the status updates to Awaiting Staff
Reopening a resolved ticket
If a ticket was marked Resolved but your issue isn't fixed, simply reply to it. A banner above the reply form will confirm that replying will reopen the ticket. The seller is automatically notified that you need further assistance.
Attachments
You can attach files when creating a ticket or in any reply. Accepted formats include images, archives, logs, and documents. Attachments from previous replies don't carry over to your next message — only files you upload in that reply are attached.
Never include passwords, payment details, or personal credentials in a ticket. Tickets are private to you and the seller, but as a rule, never share sensitive authentication data anywhere.
5Seller Tools
If you're a seller with ticket support enabled on one or more of your products, you get access to a full staff toolkit for managing incoming tickets.
Staff Dashboard
Go to shookout.com/support — if you have staff access, you'll be redirected to the Staff Dashboard automatically (you can toggle this preference in your staff settings).
Summary Stats
Open, Awaiting Staff, Awaiting User, Assigned to Me, Urgent, Tickets Today, Resolved Today — all in one view.
Filters
Filter by status, department, product, and priority. Combine filters to focus on what needs attention most.
Assignment
Assign tickets to yourself or other support team members. Notifications go to the assigned member first.
Staff Notes
Add internal notes visible only to staff — invisible to the buyer. Useful for tracking progress and context.
Ticket replies and actions
From a ticket view you can:
- Reply to the buyer (updates status to Awaiting User)
- Resolve — mark the issue as fixed
- Close — end the ticket with no further replies
- Reopen — reactivate a resolved or closed ticket
- Reassign to a different department or team member
- Change priority
Access roles
Tickets linked to your product are accessible to four roles. Each reply badge in the thread shows which role sent it:
The seller who published the product. Full access to all tickets, settings, and tools for that product.
Team members with Support capability assigned in My Store → Team. Can view and reply to tickets for products they're assigned to.
Platform administrators. Can see all tickets across all products and sellers.
Normal department staff (non-software departments). Handles tickets not linked to a specific product.
6Custom Fields
As a seller you can add custom fields to the ticket creation form for your products. These appear below the main message when a buyer opens a ticket for that product.
Managing custom fields
- Go to the Staff Dashboard → click Custom Fields in the top action bar
- Select the product you want to configure fields for
- Click Add Field — choose a type (text, select, yes/no, editor, etc.)
- Set the field as required or optional
- The field appears immediately on the ticket form for that product
Example fields: "Version installed", "PHP version", "Plugin conflicts", "Error message" — fields like these dramatically reduce back-and-forth with buyers.
Custom fields belong to your author library. You can create them once and assign them to multiple products, or unassign them from products without deleting them from the library.
7Canned Responses
Canned responses are pre-written replies you can insert into ticket replies with one click. They save time for common answers like installation guides, FAQ responses, or refund policy statements.
Managing canned responses
- Staff Dashboard → click Canned Responses in the top action bar
- Select the product to manage responses for
- Click Add Response — write the title and content
- Assign to one or more of your products
Template tags
Canned response content supports template tags that are replaced with real values when the response is inserted. Available tags include:
{ticket.id}— the ticket reference number{ticket.subject}— the ticket subject line{member.name}— the buyer's display name{software.name}— the product name{department.name}— the support department name
Tags are resolved at send time, so the buyer receives personalised content automatically.
8Auto-Reply
Auto-Reply sends an automatic message to the buyer as soon as they open a new ticket. It's useful for setting expectations — e.g. "Thanks for your ticket, we respond within 24 hours."
Setting up auto-reply
- Staff Dashboard → click Auto-Reply in the top action bar
- The overview shows all your products with their current auto-reply mode: Custom, Inherited, or Disabled
- Click Edit Global to write a default message that applies to all products
- Click the edit icon next to any product to set a product-specific override
- Use Apply Global to All to make all products inherit the global message in one action
Global (Inherited)
All products use the same global message. Change it once and all products update automatically.
Custom
A product has its own message that overrides the global one. Useful for product-specific onboarding.
Disabled
No auto-reply for this product. The buyer receives no automated message on ticket creation.
Auto-reply content also supports template tags — the same set available in canned responses.
9Auto-Close Reply
When a ticket is automatically closed due to inactivity, the system can send a final reply to the buyer explaining what happened. This is configured separately from the regular auto-reply.
The configuration flow is identical to Auto-Reply: global template, per-product overrides, and bulk Apply Global action. Auto-close reply content also supports template tags.
The auto-close timer and inactivity period are configured by the platform administrator, not individual sellers. Contact support if you have questions about the auto-close timeline.
10Guest Tickets
If the platform has guest tickets enabled, you can submit a ticket without a shookout.com account. You'll be asked for your name and email address instead of logging in.
Looking up your guest tickets
- Go to shookout.com/support
- Click Look Up My Tickets
- Enter the email address you used when submitting the ticket
- An email is sent to that address with direct links to all your tickets
Creating an account gives you full access to your ticket history, My Purchases, and the ability to download purchased files at any time. Guest tickets are tied to an email address only — if you lose access to that email you can no longer view the ticket.
11Moderation
Platform staff can moderate tickets and replies that violate the platform's Terms of Service or community guidelines.
- Hidden tickets — the ticket is hidden from the buyer but not permanently deleted. The buyer sees a notice that the content has been moderated
- Restored — a hidden ticket or reply can be restored by a moderator
- Permanently deleted — the content is removed and cannot be recovered
Moderated tickets become read-only for the buyer — they cannot reply to a moderated ticket while it's in that state.
If you believe a ticket or reply was incorrectly moderated, contact platform support through the Help Center.
Need to open a ticket now?
Go to My Purchases and find the product you need support for.
My Purchases