Partner Tickets

Resellers and white-label partners are their clients' first line of support. When one of your partner-managed clients raises a support request from Help & Support on my.captifi.io, it is emailed to your support address and listed on the Tickets page. It does not go to CaptiFi's support inbox. Clients of referral partners are supported by CaptiFi, so their requests never appear here.

Where to find it

1. Log in to my.captifi.io
2. Go to Partner → Tickets in the sidebar

The account owner and every staff login can open it.

Reading the ticket list

The list shows the most recent tickets first, one row per request:

• #: the ticket number.
• Subject: the subject line, the start of the client's message and the name of the person who raised it.
• Client and Venue: the client business, and the venue linked to the person who raised the ticket.
• Priority: Low, Normal, High or Urgent.
• Status: Open, Answered or Closed.
• Opened: the date the client raised it.

The filter at the top right shows one status at a time. Choose All statuses to see every ticket again.

Answering a ticket

Reply to your client from your own mailbox or helpdesk, using the copy of the ticket that arrived at your support address. Replies your client adds to the ticket later are emailed to the same address. If a ticket needs CaptiFi, raise it from your own Help & Support page and CaptiFi supports you behind the scenes.

Tickets go to your partner support email, or to the partner account owner's email if none is set. White-label partners set the support email on the Branding page. Resellers can ask support or their account manager to change it.