The support ticket system lets brands and influencers report platform issues, request billing help, or raise concerns with the operator’s team. All communication happens inside the platform — no external email threads required.
When to Use Support Tickets
Support tickets are appropriate for issues that cannot be self-served:
- A payment was processed but the wallet balance did not update
- A project is stuck in the wrong status and cannot be moved
- An account was flagged or banned and the user believes it is in error
- A payout is delayed beyond a reasonable time
- A technical error is preventing the user from completing an action
Opening a Ticket
- Go to Help → Support Tickets in your dashboard.
- Click New Ticket.
- Select a category from the available list.
- Enter a clear subject and a detailed description. Include relevant IDs — your project ID, campaign ID, or transaction reference — so the admin can locate the record immediately.
- Submit. The ticket is assigned an ID and enters
openstatus.
Ticket Statuses
| Status | Meaning | Can You Add a Reply? |
|---|---|---|
open |
Submitted; awaiting first admin response | Yes |
awaiting_reply |
Admin replied and is waiting for your response or additional information | Yes |
in_progress |
Admin is actively investigating; resolution underway | Yes |
closed |
Resolved and closed; thread is read-only | No |
Replying and Attachments
Add follow-up messages from the ticket detail page at any time while the ticket is in an open status (open, awaiting_reply, or in_progress). File attachments such as screenshots or documents can be uploaded with each reply to provide evidence or additional context.
Escalating a Ticket
If your ticket has not received a response within a reasonable time, click Escalate. This sends an immediate notification to the admin and flags the ticket for priority handling. Escalation is limited to once per 24 hours per ticket to prevent abuse.
After a Ticket Is Closed
The thread becomes read-only. If the same issue reoccurs after closure, open a new ticket and reference the original ticket ID so the admin has full context without having to re-investigate from scratch.
Admin Ticket Queue
Admins manage all tickets at Influenzic → Support Tickets. The list is filterable by status, category, and user role. From the ticket detail page, admins can: reply to the user, change the status, assign a priority level (normal, high, urgent), and close with a resolution note that is shown to the user.