Support in MailingPlatform runs through tickets you open from inside the app. Mai, our support assistant, answers first and usually within a minute; a person from the team steps in when a question needs one. This article explains where to find support, how the conversation works, and which emails you get along the way.
Opening a ticket
- In the app, click Support in the left menu.
- Click Create ticket, give it a subject, pick a category (technical, billing, feature request, bug report or general) and describe the problem. Include the campaign, flow or store name when it applies; it saves a round trip.
- Click Create ticket in the dialog to send it.
Mai reads the ticket right away and replies in the thread. If it can answer, it does. If the question needs a human, for example anything about your bill, a refund, or a bug it cannot verify, it hands the ticket over and tells you so.
You can reply in the thread as often as you like. Replying to a resolved ticket reopens it.
Ticket statuses
- Open: waiting for us. This is the status right after you write.
- Pending: we have replied and are waiting for you.
- Resolved: the question is answered. Reply if it is not, and it reopens.
- Closed: finished. Open a new ticket for anything new.
Tickets that have been pending for 24 hours without a reply from you are resolved automatically with a note in the thread. Nothing is lost; reply and the ticket reopens.
The emails you get
All support emails come from MailingPlatform (hello@mailingplatform.net). Each one links straight to the ticket in the app.
- We got your message: sent when you open a ticket. This one is always sent so you know the ticket exists.
- New reply on your support ticket: sent when Mai or the team replies. The reply text is in the email, so you can read it without signing in. To answer, use the button and reply in the app.
- Your support ticket was resolved or closed: sent when we change the status. If you resolve the ticket yourself, we do not email you about it.
If several things happen on one ticket within a few minutes, you get one email rather than one per event, so a reply followed by a status change arrives as a single message.
Turning ticket emails off
Go to Settings, then the Account tab, and switch off Email me about my support tickets. You will then only get the confirmation when you open a ticket; replies stay in the app, where the ticket shows a badge when something new has arrived. Switch it back on at any time.
Tips for a faster answer
- One problem per ticket. Two questions in one ticket usually means one of them waits.
- Say what you expected and what happened instead, with the time it happened if it is a sending issue.
- If it concerns a specific email, paste the subject line or the campaign name. If it concerns a store, say which one.
- Screenshots help. You can paste an image link in the message.
Frequently asked questions
Can I email support instead of opening a ticket? Replies to our emails do reach us, but a ticket keeps the whole conversation in one place for both of us, and Mai can only help inside a ticket. Open a ticket when you can.
Who reads my ticket? Mai reads everything first. Tickets it hands over are read by the MailingPlatform team. Nobody else has access.
I did not get the confirmation email. Check spam for hello@mailingplatform.net. The ticket exists regardless; you can see it under Support in the app.
Can I delete a ticket? Yes, once it is resolved or closed. Open the ticket and use Delete ticket at the bottom of the thread. This removes the conversation for you and for us.