Support

Support in the sidebar is one screen serving three separate conversations: your customers asking you, your employees asking you, and you asking the GOLD PRO platform team. Which of those you are having is decided by who you are, not by a dropdown — so the ticket you raise always goes to the right place, and you never have to choose a queue.

Who answers whom

An admin wears two hats. On a customer's or an employee's ticket you are the one answering, with the controls that come with it. On your own ticket to the platform you are the one asking, and a platform agent answers.

Two consequences worth knowing. An employee sees their own tickets to you but never a colleague's — so a private question stays private. And every admin in your shop co-owns every ticket your shop has raised to the platform, even one another admin opened, so a thread never becomes unreachable when someone leaves.

Raising a ticket

Press NEW TICKET and fill in three things.

Both subject and details are required. When you are an admin, the dialog reminds you that the ticket goes to the platform team and not to your own staff — worth reading, because it is the one thing about this screen people get wrong.

The type is a routing hint for the person reading it, not a different pipeline. Use Complaint when something went wrong and you want it acknowledged, Suggestion when nothing is broken and you want something to exist, and Support for everything else.

Your ticket gets a reference like TKT-4F9A2C. Quote it in any conversation outside the app.

There is no attachment picker on the web. You can open and download files an agent sends you, but you cannot send one back from a browser — so describe what you would have shown, and quote the exact wording of any message on screen.

What to include

The difference between a ticket answered on the first reply and one that takes four is almost always detail. Include:

• What you were doing, named as the app names it — "Admin > Gold Rates, pressing Save", not "the rates page".
• The reference of the record involved: the valuation, the customer's phone number, the invoice number, the ticket reference.
• What you expected, and what happened instead. Both halves. "It did not work" does not say which half surprised you.
• The exact error text, typed out in full.
• When it happened. Timestamps in the app are Indian Standard Time.
• Whether it is one record or all of them. A single valuation behaving oddly and every valuation behaving oddly are different problems with different fixes.

If money or a gold rate per gram is involved, give the figure you saw and the figure you expected. If you can make it happen again, say what you do to trigger it.

Never put passwords, one-time codes, or customers' KYC details — Aadhaar and PAN numbers, document photos — into a ticket to the platform. A platform agent can read that thread. Your customers' records are private to your shop and there is no support reason to copy them out; reference the customer by their phone number or their valuation ID and the right people can find the record without you pasting it.

Following a ticket

A ticket moves through four states.

The thread updates itself while you watch it, so a reply appears without a refresh. Enter sends your message and Shift+Enter starts a new line. Status changes, assignments and priority changes are written into the thread as timeline entries, so the history of a ticket is readable end to end.

Two rules about the ends of that lifecycle matter:

Replying to a Resolved ticket reopens it. If an agent marks something resolved and it is still wrong, say so in the thread — the ticket returns to Open by itself. You do not need to raise a duplicate.

A Closed ticket is final. You cannot reply to it and it cannot be reopened. The composer is replaced with a note telling you to raise a new ticket, which is what to do.

What you do not control

Status, priority and assignment belong to whoever is answering, never to whoever asked. As a requester you can write, and that is deliberate: a priority set by the person asking is a wish, and a queue where every ticket is Urgent tells nobody anything.

Every ticket therefore starts at Normal priority. If something is genuinely urgent — you cannot trade, money is wrong, a customer is standing at your counter — say so in the details and say why. An agent will re-prioritise it. That works; demanding a priority field does not.

You also cannot close your own ticket. Reply saying it is sorted and the agent will close it.

The same applies inside your own shop, with you on the other side of it. Your employees cannot close their tickets to you, cannot set their own priority, and cannot assign anything — you triage your shop's queue, exactly as the platform triages yours.

Internal notes

When you are answering a customer's or an employee's ticket, the composer offers Internal note (not visible to …). A note marked internal is never sent to the requester and never reaches them — it is filtered out when the thread is fetched, not merely hidden in the interface, so it cannot be recovered by a curious customer. It also does not mark the ticket as having unread mail for them, since showing someone unread mail they cannot read would be a nuisance.

Use it to leave context for whoever picks the ticket up next. Any staff member of your shop can answer a customer ticket, so notes are how the second person to look at it learns what the first one found.

What the platform can and cannot see

The platform team reads only the tickets your shop raises to it. They have no access to the conversations between you and your customers, or between you and your employees — those threads are yours, and the boundary is enforced on the query, not left to good manners.

The practical implication runs the other way too: when you report a customer's problem to the platform, the agent cannot open that customer's ticket to read the background. Summarise it, and quote the reference.

Related reading: Staff and roles for who in your shop can see which tickets, and Billing and plans for refunds, which are raised here.