Optional module
Support inbox
Merchant conversations where the transaction already is
What it solves
Merchant questions are almost always about a specific transaction, payout or invoice. When support lives in a separate helpdesk, every reply starts with copying identifiers between two systems and hoping nobody mistyped a token.
How it works
Tickets opened from context
A merchant raises a ticket from the transaction, invoice or wallet they are looking at, so the reference travels with the conversation instead of being pasted into it.
Manager-side queue
Tenant managers work a queue inside their own panel, with the same RBAC that governs the rest of their access — support staff do not need broader rights to answer a question.
Attachments on the shared store
Receipts and proofs use the same document storage and download routes as dispute evidence, so nothing is duplicated into a second file system.
The advantage
Fewer wrong answers
The operator answering a ticket is looking at the actual record, not a screenshot of it.
No second vendor
One less SaaS subscription, one less SSO integration, and one less place where merchant PII is stored.
Response times you can quote
Because tickets are tenant-scoped and queued, SLA reporting is a property of the platform rather than a spreadsheet.
Availability
Enabled per billing plan. When disabled, both the panel navigation entry and the underlying API routes are closed.