Opening a support ticket
Support is the channel between your team and Shipina — always available, never behind a permission or a plan.
4 min read
On this page
Who is on the other end
A ticket goes to Shipina, the people who build and run this software. It is not a message to your customer, and it is not where your customer writes to you: a forwarder's customers and partners talk to the forwarder, so the portals have no support page at all and the API refuses a ticket from a portal login. Support is for your staff.
It is never switched off
Two things are true of this page that are true of almost nothing else in Shipina:
- No permission controls it. There is no support resource in the role matrix, so no Company Admin can accidentally lock a colleague out of it.
- No plan tier sells it. Every workspace has it, on every tier.
It also survives an unpaid platform invoice. When a workspace goes past due the rest of the app turns read-only — you can look, you cannot create — and support is the single exception, because a tenant who cannot pay is the one who most needs to reach us. A suspended workspace is different: that one is a cut-off and nothing gets past it.
Writing one
Pick a category — question, something is broken, feature request, improvement, billing, or something else. It only steers who picks the ticket up; nothing about it changes what you can say, so choose the closest and say the rest below.
Then a one-line subject and the body. The useful body is the boring one: what you did, what happened, and what you expected instead. A booking reference or an invoice number is worth more than an adjective.
If you reached this from the "this page is out of date" link on a help article, the form arrives already filled in with the article and the language you were reading it in. It is an ordinary form — rewrite any of it before you send.
Attaching a screenshot
Every message can carry files — the opening one and every reply after it. Up to three, 5 MB each, and each one a PNG, JPEG, WebP or GIF image, or a PDF. A picture of the screen usually settles in one reply what a paragraph describing it takes three to.
Nothing else is accepted, and what decides is not the name. Shipina reads the
first bytes of the file and works out what it actually is, so renaming
something to .png does not make it one — that comes back refused, by name,
with nothing saved. SVG is deliberately not on the list: it is a document that
can carry code, not a picture.
Attachments count towards your plan's file storage, the same meter booking documents fill — so a very large thread eventually needs room like anything else does.
Images show up in the thread as thumbnails; click one to save it. A PDF shows up as a row with its name and size. Shipina can attach files to its replies too, so an answer can show you the setting rather than describe where it is.
The thread, and who can read it
Everything after that is one thread on one page. Replies from both sides land in it, newest at the bottom, and everyone on your team can read and reply to it — a ticket belongs to the company, not to the person who opened it, so an answer that arrives while you are away is not stuck in your inbox. When Shipina replies, or moves the ticket to a new status, everyone on your staff gets a notification saying so; you do not have to keep checking the page.
Neither side sees the other's email address. You see a first name at Shipina, Shipina sees a first name at your company.
What the statuses mean
Open, then In progress, then Resolved — that is the sequence, and the line under the stepper always names whose move it is next.
Waiting on you is not a fourth step. It is a ticket in progress that has stopped on your side, because Shipina asked something and is waiting for the answer.
Replying to a ticket puts it back in Shipina's court whatever it was doing — including reopening one that had been resolved. The one status a reply leaves alone is in progress: somebody is already on it, and an extra note is not a reason to pretend otherwise.
Close it when you are done. Closing is not final — the button becomes Reopen, and a closed ticket's reply box asks you to reopen it first, rather than letting you write into a conversation nobody is reading.