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Requesting Support & Using the Ticket System

Request Support

Need help? The Support Tickets system in your ResellPortal dashboard gives you a direct line to our team. You can submit questions, report technical issues, request new features, or resolve billing problems — all from inside your account.

This guide shows you exactly how to open, manage, and close a support ticket in the new platform.

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How to Open a Support Ticket

Step 1: Log in to ResellPortal

Go to:
https://app.resellportal.com
Log in using your reseller credentials.

Step 2: Access Support Tickets

From your dashboard:

  1. Go to the left-side menu

  2. Click Support Tickets

This will take you to your support center where you can view open and past tickets.

Step 3: Create a New Ticket

In the upper-right corner, click:
Create New Ticket

This will open the ticket submission form.

Choose the Correct Ticket Type

Select the most relevant category from the dropdown:

  • Billing Inquiry — Wallet balance issues, charges, Stripe billing, invoices, or subscription related questions

  • Technical Issue — Bugs, errors, broken features, activation issues, or system problems

  • Feature Request — Suggestions for improvements or new features

  • Other — Anything that doesn't fall into the above categories

Choosing the correct category helps your ticket get routed to the right team.

Describe Your Issue Clearly

In the message box, include:

  • What you were trying to do

  • What happened (or what went wrong)

  • Any error messages (if shown)

  • The specific client, store, domain, or service involved (if applicable)

The more detail you provide, the faster our team can resolve your issue.

✅ You can also attach screenshots when needed.

Once complete, click Submit Ticket.

After You Submit a Ticket

Once submitted:

  • Your ticket is received instantly by our support system

  • It is routed to the appropriate department

  • A support agent will review and respond inside the ticket thread

  • You will be notified in your dashboard when there is a reply

How to View, Reply to, or Close Tickets

Return to Support Tickets at any time to:

  • See all open tickets

  • View replies from the support team

  • Add more information or screenshots

  • Close the ticket once your issue has been resolved

Ticket status may display as:

  • Open

  • In Progress

  • Awaiting Your Response

  • Closed

Expected Response Time

We aim to respond to all tickets within 24 business hours.
Many tickets are answered much sooner, depending on complexity and queue priority.

Best Practices for Faster Support

Tip Why It Helps
Choose the correct category Sends your issue to the right team faster
Include screenshots Makes technical issues easier to identify
Be specific and detailed Reduces back-and-forth messages
Include client or domain info Helps pinpoint the issue quickly

When to Use the Support Ticket System

Use tickets for:

✅ Billing questions
✅ Wallet or Stripe issues
✅ Technical problems
✅ Platform bugs
✅ Feature improvement requests
✅ Storefront or domain issues

Avoid using tickets for:

❌ Non-ResellPortal services
❌ Third-party login issues
❌ General tutorials already covered in documentation

Final Note

The Support Ticket system is your primary communication channel with the ResellPortal team. Use it anytime you need help, clarification, or technical assistance. We're committed to helping you run your business smoothly and scale successfully.

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