Support tickets.

Support tickets is your inbox for everything people send you through the platform. Partner Help & support messages and website contact-form messages land in the same place, so you read and answer them from one screen instead of digging through email.

You find it under Admin -> Support tickets, in the Administration group of the sidebar.

The inbox

The list shows every ticket with its reference, where it came from, who sent it, the subject, status, priority, and who it is assigned to. Search by any of these, filter by status, channel, or priority, and export the list when you need a copy.

Each row has an Open button that takes you into the conversation.

Answering a ticket

Open a ticket to see the full thread. The panel at the top gives you the context to help without asking: the person who wrote in and their email, their business, their plan, language, time zone, and the app version they are on.

Write your reply in the box and press Send reply. The sender gets your reply by email. When the message came from a partner, your reply also appears in their dashboard thread, where they can reply back. Sending a reply moves the ticket to Awaiting reply.

Internal notes

Tick Internal note before you send to record a note for yourself or another admin. Internal notes stay in the admin inbox. They are never emailed and never shown to the sender.

Status and assignee

Set the status and the assignee from the controls above the thread.

• Open: needs your attention.
• Awaiting reply: you have replied and are waiting on the sender. A reply from the sender reopens it.
• Closed: handled. A reply reopens it.

Assign a ticket to yourself or another admin so it is clear who is handling it.

Where messages come from

The Channel column tells you where each ticket started.

• Partner: a partner used Help & support in their dashboard. These have an in-app thread the partner can reply in.
• Contact form: someone used the website contact form (see below). These are answered by email. If the sender was a signed-in member, their account is linked to the ticket.

The website contact form

Your public site has a Contact page, alongside About, Terms, and Privacy, with a contact form that anyone can use without an account. It asks for a name, an email, a topic from a fixed list, and a message. It is protected by a per-IP rate limit, server-side validation, a request token, and a hidden honeypot field that quietly drops bots.

Every submission does two things: it is stored here as a ticket on the Contact form channel, and it is emailed to your contact address with the sender set as the reply-to. So a contact message appears in this inbox next to partner messages, and you can also just reply to the email. Because a website visitor has no dashboard, contact-form tickets are answered by email only; they do not get an in-app thread.

The wording of the Contact page itself, along with About, Terms, and Privacy, is editable per language. See Languages.

How replies reach people

Replies go out by email and live in the in-app thread. There is no inbound email processing: a sender cannot reply by email and have it appear in the thread, so partners reply from their dashboard instead. A plain email reply still reaches your own inbox, because your address is set as the reply-to, so nothing is lost.

Your contact address

Messages are sent to your operator contact address. Reward Loyalty uses, in order:

1. APP_ADMIN_EMAIL from your .env, if you set it.
2. The email of the first admin account, captured during installation.

This is the same address the website contact form uses. To avoid sending to a placeholder, Reward Loyalty never emails reserved example addresses (anything ending in @example.com, @example.org, or @example.net). If neither address is real, the message is still stored as a ticket, so you can set a real address and answer it from the inbox.

💡 Tip: On a fresh install the seeded admin uses a placeholder address, so no email is sent until you set a real APP_ADMIN_EMAIL or admin email. The ticket is always saved either way, so you never lose a message.

The audit trail

Replies, status changes, and assignments are recorded in the Activity Log under the support_tickets category. The log keeps the action, who did it, and the ticket reference. It never stores the message text.

Who can access it

Administrators and managers can open and answer tickets.