# Customer Support

Freewebstore prides itself on providing fantastic support to all users.    We're constantly praised for this and will continue to do our best to provide the best possible support and service for you.  

On our free community plan support is handled by our fantastic AI bot.  They will be able to answer most of your questions instantly.  \
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Human support is available on all our paid plans.   We're constantly praised for this and will continue to do our best to provide the best possible support and service for 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 (Premium Only)

1. Log into your Freewebstore control panel.
2. Go to **Support** > **Ask A Question**.
3. Enter:
   * A Subject
   * The *type* of question (question, bug, feature, feedback).
   * The Question
   * Any files (attachments)
4. Click **Send Ticket**.

{% hint style="info" %}
We will respond to all tickets within 24 hours (generally less than 6 hours).
{% endhint %}

### How to View Existing Tickets and Replies (Premium Only)

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. Log into your Freewebstore control panel.
2. Go to **Support** > **Your Support Tickets**.
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 (Premium Only)

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

### How to Close a Support Ticket (Premium Only)

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

### How to Re-open a Support Ticket (Premium Only)

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