Once you have opened a ticket, the conversation with us happens on the ticket’s own page. This article explains what each status means, how to read our reply, how to answer with text, screenshots and PDFs, and what happens when a ticket is resolved or closed.
Ticket statuses
Every ticket carries one of four statuses. The badge says whose move it is.
| Status | What it means | What you can do |
|---|---|---|
| Waiting on us | We have your message: a new ticket, or your latest reply. We owe you an answer. | Wait for our reply, or add to your message. |
| Answered | We have replied. The ticket waits on you. | Read the reply, and answer it if you need anything else. |
| Resolved | We believe it is dealt with. | Leave it, or reply. A reply opens it again. |
| Closed | The ticket is finished. | Read it. To ask something new, open a new ticket. |
Only our team resolves or closes a ticket. There is no button for you to close one: when your question is answered, leave it as it is. We do not send a notification when we resolve or close a ticket. Its badge changes in Support.
Under the subject, a line explains where the ticket stands:
- Waiting on us: We have your message. Our reply will appear here, and we will email you when it does.
- Answered: We have replied. Answer below if you need anything else.
- Resolved: We have marked this resolved. If it is not, reply below and it reopens.
A closed ticket has no such line. A card at the end of the conversation says it is finished: see A closed ticket.
The number beside Support
When we reply and nobody at your store has opened the ticket since, a number appears beside Support in the sidebar. It counts the tickets with a reply nobody at your store has read yet, not the replies themselves. In the list on the Support page, the same tickets carry a dot before their date.
- The number drops by one when anyone at your store opens one of those tickets, and disappears when none is left. Opening a ticket once marks it read for the whole team, so two colleagues never both chase the same reply.
- A ticket with an unread reply stays under Open even after we resolve it, until somebody reads it.
- The number is checked when the console loads, when you open a ticket with a new reply, and when you leave Support. If the console has been open for a while, reload the page to see whether anything new has arrived.
The bell at the top of the console gets a notification for each reply. It checks for new ones when the console loads and each time you open it. The number beside Support works differently: it stays until the ticket is opened, even after the notification in the bell is read. See Keep up with notifications.
Read the conversation
- In the sidebar, under Administration, open Support. You can also open Support directly (opens in a new tab).
- Select the ticket in the list. The conversation opens.
The top of the page shows the ticket’s subject, its Priority badge if it has one, its status, and a line with the ticket number, what it is about and when it was opened, for example Ticket NQ-1042 · Technical · Opened Oct 10, 2026, 10:30 AM. Back to tickets above it takes you back to the list.
The messages run from the oldest at the top to the newest at the bottom:
- Messages from your store are in green bubbles on the right (on the left in Arabic), with the name of the colleague who wrote them, such as Rania Haddad, and their initials. If that colleague has since been removed from your store, the name reads Your team.
- Our messages are in white bubbles on the other side, signed NoqtaShop team, with a lifebuoy icon.
- Each day starts with a heading: Today, Yesterday or the date. Each message shows its time. Point at the time to see the full date.
- Each message reads in the direction of its own language, so an English message stays left to right in an Arabic console.
When the ticket has a reply you have not read, the page scrolls down to the newest message for you.
Everyone at your store can read and answer every ticket, whatever their role, including tickets a colleague opened. See Staff roles: what each one can see and do.
Write a reply
The reply box sits at the bottom of the page and grows as you type.
- Click in Write a reply and type your answer. A reply can be up to 10,000 characters.
- Select Send reply, or press Ctrl + Enter (⌘ + Enter on a Mac), as the hint Ctrl + Enter to send beside the paperclip reminds you.
While the reply goes, the button reads Sending… and the box waits. Then Reply sent. appears in the bottom corner of the screen, your reply joins the conversation, and the ticket’s status becomes Waiting on us. If we replied while you were writing, our message appears above yours.
- Send reply stays grey until the box has text or a file. A reply can be files alone, such as a screenshot with nothing to add.
- If you go to another page, or to another ticket, with a reply half written, the console asks first. Select Cancel to stay with your reply, or Leave page to go without it. It does not ask when you reload the page or close the tab.
- Your colleagues see your reply under your name.
Tip
One ticket per problem is easiest to follow. If you forgot a detail or a screenshot, add it here as a reply rather than opening a new ticket.
Attach files
A reply can carry up to five files: images (PNG, JPG, WebP, GIF) or PDFs, up to 10 MB each. There are three ways to add them:
- Select the paperclip under the box and choose one or more files. Point at the paperclip to see the limits: Images or PDFs, up to 5 files of 10 MB each.
- Drag files from your computer onto the page. Over the reply box, it turns into Drop the files here to attach them. Files dropped anywhere on the page go to your reply.
- Copy a screenshot, click in the reply box, and paste it with Ctrl + V (⌘ + V on a Mac). A paste that holds any text is pasted as text.
Each file appears above your text as a chip with its name and size. Select the × on a chip to remove that file.
The rules are the same as on a new ticket. If a file breaks one, the console leaves it out, adds the others and says why in the bottom corner of the screen. For each message and what to do about it, see Attach images or PDFs.
Screenshots and PDFs in a message
Files sent with a message, by you or by us, appear inside its bubble:
- An image shows as a small picture. Select it to open it full size in a new tab.
- A PDF shows as a card with its name and size, such as aqaba-delivery-prices.pdf 180 KB. Select it to open it in a new tab.
Pictures load as you scroll to them. If one cannot load, a broken-picture icon shows in its place: select it to try opening the file again. If a file does not open, Could not open that file. Try again. appears. Check your connection and select it again.
Attachments are private. Only people signed in to your store, and our support team, can open them.
When a reply is not sent
Whenever a reply is refused, your text and files stay in the box, so nothing needs typing again.
| Message | Why | What to do |
|---|---|---|
| Your store has sent a lot of replies in the last hour. Try again a little later. Your text is still here. | Your store can send up to 30 replies an hour. The limit counts every reply from your whole team, across all your tickets. | Wait a little, then select Send reply again. |
| This ticket changed while you were writing. Check it, then send your reply. | Our team changed the ticket at the moment you sent, for example by answering it. This is rare. | The page shows the ticket as it is now. Read what changed, then select Send reply again if your reply still needs saying. |
| We could not send that. Try again. | The reply did not reach us, usually because the connection dropped. | Check that you are online and select Send reply again. |
| This ticket is closed. Open a new one and we will pick it up. | We closed the ticket while you were writing. | See A closed ticket. |
If a file is refused when you send, the message names the reason, such as Each file can be up to 10 MB. Remove that file and select Send reply again.
A resolved ticket reopens when you reply
When we mark a ticket Resolved, we think the problem is solved. If it is not, tell us: reply on the ticket as usual.
Your reply opens the ticket again. Its status goes back to Waiting on us, it returns to the Open tab, and it lands back with our team. There is no separate button to reopen a ticket: the reply is the way.
A closed ticket: start a new one with your text
A Closed ticket is finished, and it does not take replies. In place of the reply box, a card at the end of the conversation reads This ticket is finished and Open a new ticket if you need anything else.
- On the card, select Open a ticket. The Support page opens with the Open a ticket form, its subject already filled in with the closed ticket’s subject.
- Change the subject if you like, write your message and select Send. See Open a support ticket.
Only our team can reopen a closed ticket, by writing in it again. It then shows Answered, and you can reply as usual.
A reply to a ticket that closed while you wrote it
If we close the ticket while you are writing, your reply is not sent. This ticket is closed. Open a new one and we will pick it up. appears, and the card keeps what you wrote: Your reply was not sent. Its text and files are kept here., your text, and the names of your files.
- Select Open a new ticket with this text. The Open a ticket form opens with the closed ticket’s subject, your text and your files in it.
- Check them, add anything the new ticket needs, and select Send.
When the reply had only text or only files, the card says Your reply was not sent. Its text is kept here. or Your reply was not sent. Its files are kept here.
Warning
The kept reply lives only on this page. If you go to another page or reload before selecting Open a new ticket with this text, it is lost. Copy a long reply somewhere safe if you cannot open the new ticket straight away.
Our reply in your notifications and email
Each time we reply, we tell you in two places.
In the console, the bell at the top gets a notification: We replied about and the ticket’s subject. The bell checks for new notifications when the console loads and each time you open it. Select the notification to open the ticket. If you are already on that ticket, the page reloads with our reply.
By email, we send We’ve replied to your ticket NQ-1042, with the number of your ticket. It holds:
- the line The NoqtaShop team has answered your support ticket.,
- your ticket’s subject,
- our whole reply, so you can read it without signing in,
- and a reminder to open your console to answer.
The email goes to the colleague who opened the ticket. If they have since been suspended or removed from your store, it goes to your store’s Contact email instead: see Update your store’s details. It is written in the language the ticket was opened in.
Note
The email has no button, and files we attach are not in it. Open the ticket in the console to see them. Answering the email does not add to the ticket: reply in the console, so the whole conversation stays in one place.
When a ticket does not open
If the ticket cannot load, the page says We could not open that ticket. with a Try again button.
- Check that you are online, then select Try again.
- If it still does not open, select Back to tickets and open the ticket from the list.
Each store sees only its own tickets. A link to a ticket copied from another store’s console, or a mistyped address, does not open in yours: find the ticket in your own list instead.
Next, see Open a support ticket to raise a new question, or Find an answer in the help centre to look for an answer first.