Enable Support tickets in Store Configuration to make the Support section available in the Customer Area.

Customers must be logged in to use this service.

Order-Related Support
A new ticket must reference an order belonging to the customer.

The customer can also select a product from that order when the request concerns a specific item.

This keeps the conversation connected to the relevant purchase and helps the administrator identify its context.

The ticket form is intended for support concerning existing orders.

Administration Access
Administrators require the appropriate MirandaPlace permissions to access tickets and perform the available actions.

Customers access their own conversations through the Customer Area.

To open a ticket, the customer:

1. Opens Customer Area → Support.
2. Selects the relevant order.
3. Selects a product from the order, if applicable.
4. Enters a subject and message.
5. Adds any supporting attachments.
6. Submits the request.

The subject and message are required.

Ticket Creation
A new ticket starts with the status Open.

The initial message becomes the first entry in the conversation, together with any accepted attachments.

Following the Conversation
Customers can open their tickets to read the conversation and submit replies through the available reply form.

Messages retain their author information and date, allowing both parties to follow the discussion.

Replies should be submitted through the Customer Area so that they are recorded in the ticket.

The ticket list provides an overview of requests and their current status.

Search by subject, customer email, or customer name. Use the status filter to focus on the relevant requests.

Ticket Details
Open a ticket to review:

• ticket ID and subject;
• customer information;
• current status;
• creation date and last activity;
• associated order and product, where applicable;
• the conversation and its attachments.

Replying
Enter a message in the reply section, add attachments if needed, and submit the response.

Administrative replies are visible to the customer. Use the reply field for customer-facing communication.

Ticket Statuses

Use the status controls to update the ticket’s classification.

Status changes and replies are separate actions. Sending a reply does not automatically close the ticket.

Administrators can return a ticket to Open or In progress when further work is required.

Related Operations
A support conversation does not itself change the order, execute a refund, or update shipment information.

Perform those operations through the relevant order or withdrawal workflow.

Customers and administrators can attach multiple files to a message.

Supported file types are:

• PDF;
• JPG and JPEG;
• PNG;
• WebP;
• TXT;
• LOG;
• ZIP.

The component’s limit is 10 MB per file. Server upload settings can impose a lower limit or restrict the total upload size.

Files are checked for both their extension and supported content type.

Viewing Attachments
Attachments remain associated with the message that contains them.

Supported images can display a preview within the conversation. Download links provide access to the attached files.

Protected Storage
Ticket attachments are stored in MirandaPlace’s private storage, configured through Store Configuration.

Customers must be authorized to access the corresponding ticket before downloading its attachments.

Attachments are separate from public product images and should be included in the private-storage backup.

Email Notifications

MirandaPlace sends notifications for the following events:

Email delivery depends on the website’s mail configuration and the available recipient information.

Conversation Record
The ticket conversation remains the reference for messages and attachments.

If a notification does not arrive, check the ticket directly before assuming that the message was not saved.

The ticket workflow records replies submitted through MirandaPlace; an ordinary reply to a notification email is not automatically added to the conversation.

Checking the Service
After enabling support, verify the workflow with a registered customer who has an order:

• create a ticket associated with the order;
• select a purchased product where relevant;
• upload a supported attachment;
• open the ticket in administration;
• reply as an administrator;
• confirm that the customer can read the response;
• check merchant and customer notifications;
• update the ticket status.

Also confirm that private attachments remain accessible to the intended customer and authorized administrators.