Support Tickets & Admin Notifications

Run your help desk from ticket creation to resolution — queue, assignment, replies, and status — plus the notification bell that tells you when something needs attention.

When a customer has a problem, speed and clarity of response usually matter more than the resolution itself. BillionBiz ships a Support Tickets inbox directly inside the admin panel — no third-party help desk required.

The ticket queue

Go to Support Tickets in the left navigation (called just Tickets in the new admin sidebar).

What the counts at the top mean (new admin)

In the new admin the top strip has four clickable tiles: Open, Pending merchant, Pending customer and Closed today. Above the strip, a small caption at the right reads N created in the last D days.

• The tile numbers are the whole backlog, counted across all your tickets regardless of age or which page of the list you are on. They are not limited to the last 30 days.
• The created in the last D days caption is a separate figure: how many tickets were raised inside that window. It is a count of new tickets, not a count of open ones, so it will not match the Open tile.
• The masthead line under the page title shows N open using the same whole-backlog figure. When the whole list fits on the screen it also adds the number of SLA-breaching tickets; when you have more tickets than fit on one page, only the open figure is shown.
• While counts are loading, or if loading them fails, the tiles show a dash rather than zeros.
• If your store is on an older backend response that does not report the window, the caption falls back to the fixed text Last 30 days, and the masthead shows the open figure only when the whole list is loaded.

Each ticket carries a subject, description, priority (low, medium, or high — defaulting to medium), and an optional category (billing, shipping, product, or general) that the customer chose when they raised it.

How a ticket moves from problem to resolved

Open → Pending → Resolved → Closed

SLA indicator (redesigned admin only)

Assigning and routing tickets

You can assign a ticket to any admin user with a support role, so work is distributed across your team rather than sitting in one shared inbox. On marketplace plans, if a query concerns a specific vendor's product, you can reassign the ticket to that vendor with a single action — the vendor then sees only their own tickets, and you can filter the inbox by vendor or by unassigned tickets at any time.

Customers can also reach a specific ticket by following a link in a notification email — the panel opens directly to the right conversation.

What's not part of the ticket workflow yet

A few capabilities you might expect from a help desk aren't live yet: an average-first-response metric, an AI-suggested reply, and AI sentiment analysis on ticket content are all planned but not available.

Admin Notifications

Go to Notifications (the bell icon in the top bar, or the full Notifications page for a searchable history).

If either the ticket queue or the Notifications page has nothing to show — a brand-new store, or a filter that matches nothing — you'll see a plain empty-state message in place of the list rather than a blank screen or an error.

You'll see a notification for events like a new order, a new support ticket, a ticket reply, a new customer review, low or out-of-stock inventory, and payment or refund events. New notifications push to your screen in real time without needing a page refresh.

Read a variant Low Stock Alert

Open the bell or go to Notifications → Stock. A product has one saved Low-stock alert threshold — 10 when the field is blank or 0 — and every active variant is checked against it. When a stock edit moves a previously healthy product into the positive range from 1 through that threshold, the alert names the row that caused the transition, for example Hoodie — Navy / M: 2 left, followed by the effective stock and the threshold. Select the notification to open the product, then restock that variant.

Zero is never also treated as Low Stock. When a simple product falls from positive stock to zero, the notification is Out of Stock instead. Dashboard, reports, and Inventory use the same split.

The notification fires on the transition, not on every save below the threshold. If one variant has already made the product low, reducing it again or moving another variant below the threshold does not create a repeat alert. Restock every low variant above the threshold first; a later crossing can then alert again. Changing only Low-stock alert does not create a stock-change notification.

Next steps

• The Customers Screen & Customer Profile — a repeat buyer's full order history is one click away from their ticket.
• Review Moderation — you'll get a notification the moment a new review needs your decision.