Creating and following a support ticket

If the help centre articles and Piyzi AI did not solve your problem, you can write to the Piyzi support team straight from the panel. The whole conversation stays inside the panel; when a reply is written we also let you know by SMS and email, and with a phone notification if you are signed in to the mobile app.

Every user in the business can open a support ticket; no permission is needed. Staff see only the tickets they opened themselves; the business owner sees, and can reply to, every ticket opened in the business. Tickets belong to a workspace: if you have more than one business, the list shows the tickets of the workspace currently selected.

Getting to the support screen

• Click the Support icon in the top bar (it shows “Support” when you hover over it). A red dot on the icon means there is an unread reply.

• Or open the Help panel in the bottom-right corner and use the Create a support request link at the very bottom. If Piyzi AI showed a “Couldn't find what you were looking for? Create a support request” button below an answer, that takes you to the same screen.

Every route leads to the My Support Tickets screen. Tickets are listed with Subject, Category, Status and Last Message columns, the one with the most recent message at the top. A ticket with an unread reply has its subject in bold and a red dot next to it. Use the drop-down at the top right (All, Open, Answered, Pending, Closed) to filter by status.

Creating a new ticket

1. 1

   Click New Ticket

   The New Ticket button at the top right of My Support Tickets opens the New Support Ticket window.

2. 2

   Write the subject

   Summarise your problem in one sentence in the Subject field. The subject is required; if you leave it empty, “Please enter a subject.” appears.

3. 3

   Choose a category

   The Category list starts on Other. Pick the closest option: Billing, Technical Issue, Feature Request, Account or Other.

4. 4

   Describe the problem

   Describe the problem in detail in the Description field. The description is required too; if it is empty, “Please enter a description.” appears.

5. 5

   Attach files if needed

   Use Attach a File (optional) to add a screenshot, a document or a short video. Up to 5 files can be sent at a time and each file can be up to 100 MB. Select several files together in the file picker; choosing again replaces the previous selection. After you choose, the number of selected files is shown below the field.

6. 6

   Click Send

   When you click Send, “Support request created.” appears and the ticket's conversation opens. Cancel closes the window without creating a ticket.

• Files you can attach: JPG, PNG, WebP, GIF and SVG images; PDF, Word, Excel, CSV and TXT documents; MP4, MOV and WebM videos.

• An unsupported file type shows “Unsupported file format”, a file over 100 MB shows “The file is too large” and more than 5 files shows “The maximum number of files was exceeded”; the ticket is not sent.

Following your ticket

Click a ticket in the list to open the conversation. The ticket's subject, category and status are at the top, with the messages and their dates below. Your messages are labelled You and Piyzi's replies The Piyzi Team. Every message written from the business side carries the You label: when the business owner opens a staff member's ticket, the staff member's messages also appear as You. Clicking an attachment in a message opens the file in a new tab. The back arrow at the top left takes you back to the list.

To continue the conversation, type into the “Write your reply…” box at the bottom and click Send. You can attach files here too, with the same limits (up to 5 files, each up to 100 MB), and you can send a file on its own; with neither text nor a file, “Please write a message or attach a file.” appears. Your new message puts the ticket back into the Open status.

What happens when we reply

When a reply is written to your ticket, the ticket moves to Answered, and a red dot appears on the Support icon in the top bar and next to the ticket in the list; it disappears once you open the ticket. The person who opened the ticket also receives these notifications, all in Turkish:

• SMS: if the mobile number on your account is a Turkish number, a short message to that number saying the reply is in the Support section of the panel.

• Email: an email to the address on your account with the subject “Destek talebinize yanıt verildi: …” (Your support ticket has been answered, followed by your ticket's subject). Its Yanıtı görüntüle (View reply) button opens the My Support Tickets screen in the panel; the ticket with the new reply is at the top of the list.

• Phone notification: “Destek talebinize yanıt geldi” (A reply has arrived on your support ticket) if you are signed in to the Piyzi mobile app.

The reply email is the answer to a ticket you opened yourself, so it counts as a transactional message rather than a notification and cannot be switched off. Piyzi's informational emails (such as subscription reminders and campaign emails) do carry a “Bu bildirimleri almak istemiyorum” (I don't want to receive these notifications) link at the bottom. If Do Not Disturb is on under your avatar → My Account → Notifications, the phone notification is not sent; the SMS and email still go out.

Ticket statuses

• Open: the ticket has reached the Piyzi team and is awaiting a reply. It becomes Open again when you write a new message or reopen a closed ticket.

• Answered: the Piyzi team has replied; read it and carry on.

• Pending: the Piyzi team is waiting for extra information or an action from you.

• Closed: the ticket has been resolved and closed by the Piyzi team. You cannot close a ticket yourself.

Marking as resolved and reopening

If the last message came from the Piyzi team, Did this reply solve your problem? appears above the reply box with a My problem is solved button. Once you click it, “You marked this ticket as solved. You can keep writing if you like.” appears. Marking does not close the ticket or change its status; it lets our team know the problem is solved. You can keep writing after marking it.

If the ticket has been closed, the reply box is replaced by a “This ticket was closed.” notice and a Reopen button. If you need to continue on the same subject, click Reopen; the ticket goes back to Open, the earlier conversation is kept and you can write again.

When the Piyzi team needs to work in your account

Some problems can only be solved by our support team looking at your settings directly. We never ask for your password for this. Under the “Support access” section of the Terms of Use, our team enters the business owner's account without a password, through a time-limited support session, and works with the business owner's permissions.

• Time-limited: a support session is opened for 30, 60 or 120 minutes; it lasts at most 2 hours, cannot be extended and closes by itself when the time is up.

• Recorded: every action taken in the session is written to your business's activity log with “Piyzi Support” as the user; the start and end of the session are recorded too.

• Restricted: the following cannot be done in a support session: changing the password, phone, email, name, profile photo or two-factor authentication; closing your sessions; deleting the business, opening or switching workspaces, accepting or declining invitations; making payments, adding or deleting cards, changing the Piyzi plan, cancelling the Piyzi subscription or undoing a cancellation; creating or regenerating a Piyzi API key, a webhook, a Piyzi MCP Server connection or a calendar subscription link.

• Under your control: an open support session appears on the business owner's avatar → My Account → Sessions tab with a “Piyzi Support” badge. Click Sign Out on that row and choose End Session in the window that opens to end the session at any time.

When the support team finishes, it can let the business owner know with a notification saying on which day and between which times it worked in the account. The notification appears in the Notifications tab under the bell icon in the top bar and on the Notifications screen of the mobile app.