Support Tickets
A built-in help desk: your customers write to you from their portal, and you write to Keyva from the same screen.
Overview
Tickets are threaded conversations with a subject and a status. There is nothing to install or connect — no third-party helpdesk, no extra login for your customers. One system serves both directions:
How a conversation flows
A ticket's status always tells you whose turn it is. It is open while the responder owes a reply — you, on a customer ticket; Keyva, on one of yours. Replying as the responder marks it answered; when the other side writes back, it returns to open. Either side can close a ticket once it is resolved.
Waiting on the responder. Customer tickets in this state are what your Support badge counts.
The responder replied last. The requester writes back, or closes it if they are satisfied.
Read-only. A closed thread cannot be replied to — a new question is a new ticket.
Answering your customers
Customers open tickets from the portal page they already use — the same magic-link session that shows their keys and subscriptions. Each customer sees only their own tickets, and a ticket only ever resolves inside the portal it was opened on.
On your side, the sidebar's Support badge counts conversations currently waiting on you, so an unanswered ticket is visible every time you open the dashboard. Your replies appear under your account's name; closing the thread when it is resolved keeps the badge honest.
The customer desk appears once your plan includes Keyva Platform. On Keyva Core — where there is no portal for customers to write from — the Support page simply shows your own tickets to Keyva.
Writing to Keyva
Open a ticket from Support whenever you need us — a billing question, a stuck integration, anything. Replies from our side appear as Keyva Support, and the badge lights up when we have answered so nothing waits unseen. Replying to our answer hands the ticket back to us.
Teams
Tickets belong to a scope, exactly like products and plans. A ticket opened on a team's portal lands on the team's desk, where any member can read and answer it — support is not stuck with whoever saw it first. Use the scope switcher to move between your personal desk and a team's.
Limits
Opening tickets and replying are rate limited per account on both sides of the desk, generously enough that no real conversation will ever notice. The limits exist so a runaway script cannot bury your inbox.
Reading about the portal for the first time? Start with Billing & Portal — tickets are one part of the customer portal Keyva Platform gives you.