Support Tickets & Admin Notifications
Run your help desk from ticket creation to resolution — queue, assignment, replies, and status — plus the notification bell that tells you when something needs attention.
When a customer has a problem, speed and clarity of response usually matter more than the resolution itself. BillionBiz ships a Support Tickets inbox directly inside the admin panel — no third-party help desk required.
Plan feature
Support Tickets is gated by plan. On entry-level plans, the screen shows an upgrade prompt instead of the ticket inbox — see Pricing & Plans.
The ticket queue
Go to Support Tickets in the left navigation (called just Tickets in the new admin sidebar).
Key points
- Live counts for Open, Pending, Resolved, and Closed tickets at the top of the screen — click any count to filter the list to that group.
- Search across all tickets by keyword — subject line, customer name, or message content.
- Filter simultaneously by status (Open / Pending / Resolved / Closed) and by priority (High / Medium / Low).
- On marketplace plans, filter by vendor or by unassigned tickets.
Each ticket carries a subject, description, priority (low, medium, or high — defaulting to medium), and an optional category (billing, shipping, product, or general) that the customer chose when they raised it.
How a ticket moves from problem to resolved
Open → Pending → Resolved → Closed
Customer raises the issue
From inside your storefront, the shopper submits a support request with a subject, description, priority, and optional category. It arrives in your inbox immediately as Open, and you get a notification.
You open the ticket
Click any row to slide in a side panel with the full conversation thread, the customer's name, and a timestamp on every message.
You reply
Type a reply directly in the panel — it's sent to the customer and appended to the thread immediately. Replying moves an Open ticket to Pending automatically. If the customer replies again, the ticket automatically reopens to Open.
You mark it Resolved
Once the issue is sorted, change the status to Resolved. Both sides keep the full conversation history.
You close it
After confirmation or a cooldown period, close the ticket. It stays searchable for future reference. Closed tickets can't receive new replies — if a customer follows up, the ticket reopens automatically.
Tip
You can change status and priority without leaving the conversation panel — for example, move a ticket to Pending while you wait on a supplier's answer, then to Resolved once it's settled.
Replies are always visible to the customer
The reply box in the conversation panel is a single thread — there's no way to leave an internal-only note on a ticket today. Anything you type and send there reaches the customer, so keep case notes you don't want the customer to see in a separate place.
SLA indicator (redesigned admin only)
Key points
- On the redesigned (v2) admin sidebar, tickets with a support-plan SLA deadline show a small chip next to their status: an amber, pulsing "SLA in N min" chip once the deadline is 60 minutes or less away, and a red "SLA BREACHED" chip once the deadline has passed.
- The chip appears both on the ticket queue rows and inside the conversation panel for the open ticket.
- When any open ticket has breached its SLA, the Open tab itself shows an urgent indicator, so you can spot the problem without opening every ticket.
- Tickets without an SLA deadline set show no chip at all.
Assigning and routing tickets
You can assign a ticket to any admin user with a support role, so work is distributed across your team rather than sitting in one shared inbox. On marketplace plans, if a query concerns a specific vendor's product, you can reassign the ticket to that vendor with a single action — the vendor then sees only their own tickets, and you can filter the inbox by vendor or by unassigned tickets at any time.
Customers can also reach a specific ticket by following a link in a notification email — the panel opens directly to the right conversation.
No admin-side ticket creation
You can only respond to tickets a customer has opened themselves. There's no way to open a new ticket on a customer's behalf from the admin panel today.
What's not part of the ticket workflow yet
A few capabilities you might expect from a help desk aren't live yet: an average-first-response metric, an AI-suggested reply, and AI sentiment analysis on ticket content are all planned but not available. Bulk-assigning multiple tickets at once is visible in the interface on the newer dashboard skin but doesn't currently do anything when clicked — assign tickets one at a time from the conversation panel instead.
Admin Notifications
Go to Notifications (the bell icon in the top bar, or the full Notifications page for a searchable history).
Key points
- The bell shows an unread count badge (capped at 99+) and opens a dropdown with recent notifications and timestamps.
- The full Notifications page adds filtering by category — Orders, Stock, Customers, Reviews, Tickets, and System — plus an "Unread" tab.
- Clicking a notification takes you straight to the relevant record — an order, a product, a customer, or a ticket — where one exists.
- Mark a single notification as read, or use Mark all as read to clear the whole list at once.
- Notification preferences let you choose which types of notifications you receive and through which channels (email, SMS, in-app).
- Once you have more notifications than fit on one page, page controls at the bottom let you move between pages of your notification history.
If either the ticket queue or the Notifications page has nothing to show — a brand-new store, or a filter that matches nothing — you'll see a plain empty-state message in place of the list rather than a blank screen or an error.
You'll see a notification for events like a new order, a new support ticket, a ticket reply, a new customer review, low or out-of-stock inventory, and payment or refund events. New notifications push to your screen in real time without needing a page refresh.
Notifications is read-only
Admin Notifications tells you what's happening on your store — it does not let you compose a message or broadcast a notification out to your customers. There's no admin-to-customer notification-sending capability today.
Next steps
- The Customers Screen & Customer Profile — a repeat buyer's full order history is one click away from their ticket.
- Review Moderation — you'll get a notification the moment a new review needs your decision.