Even the best AI eventually hits its limits. A complex Stripe issue, a billing question, a feature request not covered in the dashboard — sometimes you need real human support. With Shopyai's platform ticket system, that line is right at hand: create, track, resolve — all inside your dashboard, no email ping-pong.
Create a ticket in seconds
In the dashboard, the Support section offers a simple ticket wizard: pick a category, enter a title and description, attach files — done. Your ticket lands with the Shopyai team instantly and gets a unique number. All relevant shop context (shop ID, plan, region, recent errors) is attached automatically, so the team never has to chase missing context.
Clear categories and priorities
To get your request to the right expert fast, you pick a category and a priority when creating the ticket:
Priorities are clearly defined: low (improvement, no rush), normal (a question or small issue), high (functional limitation in the shop), critical (shop down or payment problems). Depending on priority, the ticket is routed differently and gets different SLA targets.
A kanban board in the background — maximum transparency
Behind the scenes all tickets land on a kanban board that the Shopyai team maintains together. Each ticket moves visibly from column to column: New → In Progress → Waiting for You → Resolved. You can see the current status any time from the dashboard — no guessing where your request currently stands.
Live updates and notifications
You don't need to keep checking the dashboard. Every reply, status change, or follow-up question is pushed to you as a notification and, optionally, through Telegram. You stay informed without interrupting your work. Replies go straight into the ticket thread — no new mail window, no lost context.
Escalation from the AI assistant
The AI assistant answers most questions instantly. But when it hits its limits — because the problem is on the platform side, because a human decision is needed, or because sensitive payment data has to be reviewed — it offers to open a support ticket automatically. One click, and the entire conversation plus all inspected data is handed over to the team. You never have to explain it twice.
If you want to receive tickets — customer support plus
The platform ticket system is for the Owner ↔ Shopyai conversation. For the customer ↔ shop conversation (the questions your customers ask you), Shopyai offers live chat with AI support. The two systems are separate so that customer inquiries and platform issues don't blur into each other. And when a customer issue turns out to be a platform issue (e.g. a payment bug), your support rep can forward it to the Shopyai team as a platform ticket in two clicks.
Privacy in the ticket system
Support tickets often contain sensitive data: order numbers, customer emails, payment info. Shopyai handles this consistently:
- Customer data in tickets is automatically masked wherever possible
- Only assigned support agents can access your ticket
- Full audit history: who viewed what in the ticket and when?
- Deleted tickets are anonymized after 90 days
- Attachments are stored encrypted and delivered only via signed URLs
Fast reaction on critical tickets
To keep critical issues moving, the Shopyai team receives a live alert the moment a new high-priority ticket comes in. Nothing changes on your side — you communicate through the dashboard, and you feel the fast reaction time directly in the response SLA.
Integration with other features
The ticket system has access to all relevant shop data (no manual copy-paste): connected domain, Stripe status, recent errors, analytics context. Saves time, reduces back-and-forth. If you run multiple shops, the ticket automatically shows which shop it originated from.
No email chaos, no helpdesk portal in a third app. Tickets live where you work — in your dashboard, with live status, AI escalation, and Telegram push.
Conclusion
Support shouldn't be a hassle. With Shopyai's ticket system you get real help when you need it — seamlessly integrated into your workflow, no form mazes or endless queues. The AI assistant resolves the majority of cases instantly, and for everything else the human team is two clicks away.
FAQ
Does the ticket system cost extra?
No. Support tickets are included in all plans — even the free Starter plan. The plans differ only in SLA times: PRO/HERO customers get faster responses, especially on critical issues.
How fast does the Shopyai team reply?
Critical issues (shop offline, payment outage) usually within an hour, even at night. Normal requests are answered within 24 hours. Feature requests land on our roadmap and get an update once they are prioritized.
Can I submit tickets by email too?
The dashboard is the preferred way because all relevant shop context is attached automatically. An emergency mail address exists for true outages, but the fastest path remains a ticket in the dashboard. The Telegram bot can also open tickets.
Can my staff see tickets too?
By default, tickets are visible only to the owner. In team management you can optionally give staff with settings permission access to tickets — useful if you have a dedicated ops manager.