Customer Support
How to use and manage customer support on Freewebstore
Freewebstore prides itself on providing fantastic support to all users (even users on the Free Plan). We're constantly praised for this and will continue to do our best to provide the best possible support and service to you.

What is a Support Ticket?

A support ticket is a message that has been sent to our support team by you. This could be:
  • A question
  • A bug report
  • A feature request
  • Feedback

How to Send a Support Ticket

  1. 1.
    Log into your Freewebstore control panel.
  2. 2.
    Go to Support > Ask A Question.
  3. 3.
    Enter:
    1. 1.
      A Subject
    2. 2.
      The Type of question (question, bug, feature, feedback).
    3. 3.
      The Question
    4. 4.
      Any files (attachments)
  4. 4.
    Click Send Ticket.
We will respond to all tickets within 24 hours (generally less than 6 hours).

How to View Existing Tickets and Replies

When we respond to a ticket you have sent, we'll notify you via:
  • Email
  • The Messages section in your control panel
To view this response, or to view existing tickets:
  1. 1.
    Log into your Freewebstore control panel.
  2. 2.
    Go to Support > Your Support Tickets.
  3. 3.
    Here you'll see a list of Open and Closed tickets. Click any ticket to view the full thread.

How to Reply to a Support Ticket

  1. 1.
    Log into your Freewebstore control panel.
  2. 2.
    Go to Support > Your Support Tickets.
  3. 3.
    Here you'll see a list of Open and Closed tickets. Click the ticket you want to reply to.
  4. 4.
    Click Reply to Ticket.
  5. 5.
    Enter your response (add any attachments if required).
  6. 6.
    Click Send Ticket.

How to Close a Support Ticket

  1. 1.
    Log into your Freewebstore control panel.
  2. 2.
    Go to Support > Your Support Tickets.
  3. 3.
    Here you'll see a list of Open and Closed tickets. Click the ticket you want to close.
  4. 4.
    Click the red Close Ticket button.
  5. 5.
    A pop-up will appear to confirm.
  6. 6.
    Click Close Ticket.

How to Re-open a Support Ticket

  1. 1.
    Log into your Freewebstore control panel.
  2. 2.
    Go to Support > Your Support Tickets.
  3. 3.
    Here you'll see a list of Open and Closed tickets. Click the Closed tab.
  4. 4.
    Click the ticket you want to re-open.
  5. 5.
    Click Re-Open Ticket.
Last modified 27d ago