Open a support ticket — NoqtaShop Help

When you need the NoqtaShop team, open a ticket from your console. You describe the problem, choose what it is about and attach screenshots or PDFs, and we answer in the ticket and by email. You can open tickets on every plan, Free included, and every member of your team can do it, whatever their role.

Your tickets: Open and All

In the sidebar, under Administration, open Support. It is the last entry. You can also open Support directly (opens in a new tab).

The Support page of Layal Boutique on the Open tab: two tickets, Domain still awaiting verification marked Waiting on us and Which documents does HyperPay need? marked Answered with a green dot before Oct 10, with Ticket NQ-1043 and Ticket NQ-1042, Technical and Priority under them, and Showing 2 of 2 at the top right — The Open tab: tickets waiting on us or answered. The dot before the date means a reply nobody at your store has read yet.

The page lists your store’s tickets, the most recent activity first. Everyone on your team sees the same list, so a ticket a colleague opened is there for you too. Two tabs sit above it:

Open shows tickets that are waiting on us or answered, and any older ticket with a reply nobody at your store has read yet.
All shows every ticket, resolved and closed ones included.

The Support page on the All tab: the same two tickets and a third, Giving a new team member access to orders only, marked Resolved on Sep 9, with Showing 3 of 3 — All adds the tickets that are dealt with, such as this resolved one.

Each row shows:

Part	What it tells you
Icon and subject	The ticket’s status as an icon, and the subject you gave it.
Ticket NQ-1043	The ticket’s number. Quote it if you write to us about the ticket anywhere else.
Technical, Billing…	What the ticket is about.
Priority	Shown on tickets opened on the Business or Enterprise plan. See Priority support on Business and up.
Time or date	When the ticket last moved: the time for today, otherwise the date. Point at it to see Last activity with the full date and time.
Dot	A reply nobody at your store has opened yet.
Badge	Waiting on us, Answered, Resolved or Closed. See Ticket statuses.

Select a row to open the conversation.

When the list is empty, it says why. A store that has never opened a ticket sees No tickets yet. A store whose tickets are all dealt with sees Nothing open and Every ticket you have raised has been dealt with. Select All to see those tickets again.

The Support page on the Open tab with an empty card: a lifebuoy icon, Nothing open, Every ticket you have raised has been dealt with., and an Open a ticket button — Nothing open: every ticket is resolved or closed. They are all still under All.

Support keeps working even while your console is locked, so you can always write to us about it. See Subscription and Support stay open.

Open a ticket

Opening a ticket about free delivery: articles appear under the subject, then the ticket opens with its status

On the Support page, select Open a ticket at the top right. The Open a ticket form opens over the list.

The Open a ticket form over the dimmed Support page: the line Your plan includes priority support. at the top, Subject with a red star and A short summary, What is it about? set to Something else, Message with a red star and Tell us what is happening, and what you expected instead., Attach files with Images or PDFs, up to 5 files of 10 MB each, and Cancel and a grey Send — The empty form. Only the subject and the message are required.

The form has four parts. On Business and Enterprise, a line above them says Your plan includes priority support. See Priority support on Business and up.

A close view of the empty Open a ticket form: Your plan includes priority support. at the top, then Subject with a red star and A short summary, What is it about? showing Something else, Message with a red star, Attach files with its hint, and Cancel beside a grey Send — The four parts of the form. The red stars mark the two you must fill in.

Field	Required	What it is
Subject	Yes	One line that names the problem. Up to 200 characters. It is the ticket’s title in the list, in our reply email and in your notifications.
What is it about?	No	Technical, Billing, Account or Something else. It starts on Something else.
Message	Yes	The problem in your own words. Up to 10,000 characters.
Attach files	No	Images or PDFs, up to 5 files of 10 MB each.

Send stays grey until both Subject and Message have text.
Write the subject and the message in any language. Each one lays out in its own direction, so an English line reads correctly in an Arabic console.

In Subject, write a short summary of the problem, for example Free delivery not showing at checkout.
Under What is it about?, choose the closest match.
In Message, say what is happening and what you expected instead.
To add a screenshot or a PDF, select Attach files. See Attach images or PDFs.

The whole Open a ticket form filled in: Your plan includes priority support. at the top, the subject Free delivery not showing at checkout, These articles might help with three suggested articles, What is it about? set to Technical, a message about a 62 JOD order that was charged the delivery fee, Attach files, and Cancel beside a dark Send button — Subject and message written: Send turns dark and can be selected.

Select Send.

The form closes, Ticket sent. We will answer here and by email. appears, and the new ticket opens. Its status is Waiting on us until we reply. To follow it from there, see Follow a ticket and reply to us.

While the ticket is on its way, the button reads Sending…, and Cancel, the × and Attach files wait until it has gone.
If the ticket cannot be sent, We could not send that. Try again. appears and the form stays open with everything in it. Select Send again.
If you select Send twice by mistake, or send the same subject, message and files again within five minutes while that ticket is still open, you get the ticket you already opened, not a second one. To add something you forgot, such as a screenshot, reply on that ticket instead of opening another.

Subject: articles that might help

As you write the subject, the form looks for help-centre articles that might answer it. Once you have typed three characters and paused, up to three articles appear under Subject, in a box titled These articles might help.

The Open a ticket form with the subject Free delivery not showing at checkout and, under it, These articles might help listing three articles about free delivery and delivery fees, each with its title and a one-line summary, and Each one opens in a new tab. Your ticket stays here. — Three articles matched the subject. Each opens in a new tab, and the form stays as it is.

Each suggestion shows the article’s title and summary. Select it to read it in a new tab: Each one opens in a new tab. Your ticket stays here.
The suggestions follow the subject. Change the words and they change too.
They are in your console’s language: Arabic articles in an Arabic console, English ones otherwise.
When no article matches, or the help centre cannot be reached, nothing appears. You can still send the ticket.

Tip

If an article answers your question, close the form with Cancel. What you typed stays in it while you are on the Support page, in case you need it after all.

What is it about?

What is it about? tells us who should pick the ticket up. Choose the closest match. If you are not sure, leave Something else.

Choice	Choose it for
Technical	Your store itself: something is broken, slow, or not doing what it should.
Billing	Your plan, your invoices, your card, and what we charged and why.
Account	Who can sign in, staff accounts, and your store’s address and identity.
Something else	Anything else, and any question you are unsure how to file.

The dash at the top of the list means no choice. A ticket sent with it is filed under Something else. The choice only helps the ticket reach the right person. It never changes what we help with.

Describe the problem

A clear message gets a faster answer, because we can act on the first reply instead of asking questions. In Message, say:

what you did, and on which page, for example “I opened Shipping rates and added a free rate for Amman”,
what you expected, and what happened instead,
the order number, product or customer it concerns, for example order ORD-20261004-62191C or Layal’s Terracotta linen shirt dress,
the exact words of any message you saw,
when it started, and what you have already tried.

For example, Layal Boutique wrote: “We set free delivery for orders over 50 JOD in Amman, but a customer with a 62 JOD order was still charged the delivery fee yesterday. What are we missing?”

Do not put passwords or card numbers in a ticket. A screenshot usually says more than a description of the screen, so attach one when you can.

Attach images or PDFs: up to 5 files of 10 MB each

A new ticket can carry up to five files: screenshots, photos, invoices or price lists. There are three ways to add them:

Select Attach files and choose one or more files.
Drag files from your computer onto the form. The whole form turns into Drop the files here to attach them. Let go anywhere on it.
Copy a screenshot, click in Subject or Message, and paste it with Ctrl+V (⌘+V on a Mac).

The Open a ticket form covered by a pale green panel reading Drop the files here to attach them with a paperclip — While you drag files over the form, all of it becomes a place to drop them.

Each file appears under the button as a chip with its name and size. Select the × on a chip to remove that file.

The filled Open a ticket form with two chips under Attach files: checkout-aqaba-order.png 412 KB and invoice-LB-10482.pdf 94 KB, each with an × — A screenshot and an invoice, ready to go with the ticket.

Rule	Limit
Types	Images (PNG, JPG, WebP, GIF) and PDF files.
Size	Up to 10 MB each. An empty file cannot be attached.
Number	Up to 5 files per message.

If a file breaks a rule, the console leaves it out, adds the others, and says why in a message at the top of the screen. When several files are left out, it gives the first reason. The chips show which files made it.

The Open a ticket form with one chip, checkout-aqaba-order.png 412 KB, and a yellow message at the top of the screen: Each file can be up to 10 MB. — The large file was left out. The screenshot beside it was added.

Message	Why	What to do
Only images (PNG, JPG, WebP, GIF) and PDF files can be attached.	The file is another type, such as a Word document or a video.	Save it as a PDF, or take a screenshot of it.
Each file can be up to 10 MB.	The file is larger than 10 MB.	Send a smaller version, or a screenshot of the part that matters.
Up to 5 files per message.	The ticket already has five files.	Remove one, or send the rest in a reply once the ticket is open.
That file is empty.	The file has nothing in it.	Save it again, then attach the new copy.

Picking the same file twice adds it once. We check every file again when you send, by what is inside it rather than its name. A document renamed to end in .png is refused then, with the file-type message, and the form stays open: remove that file and select Send again.

Attachments are private. Only people signed in to your store, and our support team, can open them.

Opening a ticket from a help article

Every article on noqtashop.com ends with a Still stuck? box. When you are signed in to your console in the same browser, it offers Open a ticket:

At the end of the article, select Open a ticket. Your console opens in a new tab, on Support, with the Open a ticket form already open.
Read the first line of Message. It names the article you came from: Help article I read:, then the article’s title and its address.
Under that line, write what is happening. The line under the box asks for it: Under the article line, tell us what is happening.
Write the subject, choose what it is about, and select Send.

The Open a ticket form opened from a help article: Your plan includes priority support., an empty subject, What is it about? on Something else, a message holding only the line Help article I read: “Add shipping rates and free shipping” — https://noqtashop.com/help/shipping-rates, the hint Under the article line, tell us what is happening. under it, and a grey Send — The article line is already written. Send waits until you add your own words under it.

The line is ordinary text. Edit it or delete it if you like.
Send stays grey while the message holds only that line. We need your own words too.
The line never replaces text you have already typed.
If the article’s title could not be looked up, the line gives its address alone.

If the console asks you to sign in first, sign in. If the form does not open by itself afterwards, select Open a ticket.

Leaving a half-written ticket

Closing the form does not throw your ticket away. Select Cancel, the × or press Escape, and everything you wrote stays in it, files included. Select Open a ticket again and carry on. The form is only emptied once a ticket is sent.

If you go to another page of the console while the form is open with something in it, the console asks first.

Select Cancel to stay on Support with your ticket as it was.
Select Leave page to go. What you wrote is lost.

Warning

The console does not ask when you reload the page or close the browser tab, or when you leave after closing the form. In those cases what you wrote is lost. Send the ticket first, or copy a long message somewhere safe.

Several tickets in an hour

Your store can open up to five tickets in an hour. The limit counts every ticket your team opens, not each person’s. A sixth is refused, and this message appears at the top of the screen:

Your store has raised several tickets in the last hour. Add to one of them, or try again later.

The filled Open a ticket form with a red message at the top of the screen: Your store has raised several tickets in the last hour. Add to one of them, or try again later. — The ticket was not sent. Everything you wrote is still in the form.

The form stays open with everything in it. You can:

add what you wanted to say to one of your open tickets as a reply: close the form, open the ticket from the list, and write it there,
or wait a little and select Send again.

One ticket per problem is easiest for both of us to follow. If you have more to say about the same problem, reply on its ticket rather than opening a new one.

Priority support on Business and up

You can open tickets on every plan. On the Business and Enterprise plans, tickets get priority support: they come first in our queue. They show Priority in the line under the subject in your list, and as a badge on the ticket. On these plans, the window where you open a ticket says so too: Your plan includes priority support.

The priority is fixed when the ticket is opened:

A ticket opened on Business or Enterprise stays priority if your store later moves to a lower plan.
A ticket opened on a lower plan stays standard after you move up. The tickets you open after that are priority.

To compare plans, see Plans and what each includes.

A long list, or one that does not load

The list shows 20 tickets at a time. The count at the top right says how many are showing, for example Showing 20 of 44. To see more, scroll to the end and select Show more. Twenty more join the list each time.

The Support page on the All tab with 20 tickets, most of them Closed, Showing 20 of 44 at the top right and a Show more button under the last one — Twenty at a time. Show more adds the next twenty.

The newest activity stays at the top, so a ticket that has just had a reply moves up to the first row.

If the list cannot load, the page says We could not load your tickets. with a Try again button. Check that you are online and select Try again. If Show more fails, the same words appear in a message in the bottom corner of the screen, and the tickets already shown stay. Select Show more again.

The Support page with a card reading We could not load your tickets. and a Try again button — The tickets did not arrive. Nothing is lost: select Try again.

Next, see Follow a ticket and reply to us for what each status means and how to answer us, or Find an answer in the help centre to look for an answer first.