Courier company · Account and support
Support tickets
Opening a request to Courino support from the panel — bug reports, suggestions and partnership offers; subject, category, priority, attachments (paste a screenshot, drag and drop) and the page details added automatically; ticket statuses, replies and email notification, closing and reopening a ticket.
When you have a problem, a bug, a question, a suggestion or a partnership offer, you can write to the Courino support team from the panel. Your tickets and the whole conversation stay together on the Support tickets page instead of getting lost in email.
The page is in the left menu and is available to staff with the support ticket permission: by default the Company owner and Administrator roles (Users and permissions).
Opening a new ticket
- Open Support tickets in the left menu and press New ticket.
- Describe the problem briefly in Subject (e.g. "Courier app gets no notifications").
- Choose a Category: Technical issue, Bug report, Payment & subscription, Account, Suggestion, New offer / partnership or Other (see the table below).
- Choose a Priority: Normal or Urgent. Use Urgent only for problems that stop your work (e.g. orders cannot be created).
- In Your message, write what you did, what you expected and what you saw. An order number and the exact error text speed up the solution.
- If you like, attach up to 3 files: images (screenshots) or PDF, at most 5 MB each. Besides the Attach file button, you can paste a screenshot straight into the message box or drag and drop files onto it (Adding a screenshot).
- Press Send. The ticket appears in the list as Open and the Courino support team is notified right away.
| Category | When to choose it |
|---|---|
| Technical issue | Something does not work or you cannot find how to do it. |
| Bug report | You saw something in the panel or an app that works incorrectly; a screenshot helps a lot. |
| Payment & subscription | Questions about the subscription, invoices, cards or online payments. |
| Account | Company details, users, signing in. |
| Suggestion | You have an idea to improve Courino. |
| New offer / partnership | A business proposal such as a dealership, an integration or bulk use. |
| Other | Anything else. |
The following details are added to the ticket automatically; you do not need to type them:
- the address of the panel page you were on when you opened the ticket,
- the app version,
- your browser and operating system.
Adding a screenshot
When reporting a bug, a screenshot says more than a long description. In the Your message box of the new ticket window and in the reply box under a ticket:
- Paste: Take a screenshot (Windows: Win+Shift+S; Mac: Cmd+Ctrl+Shift+4 — copies it to the clipboard), click in the message box and press Ctrl+V (Mac: Cmd+V). The image is added as an attachment named "ekran-goruntusu-date-time.png". Pasting text works as usual.
- Drag and drop: Drag a file from your computer onto the message box and drop it when the box says "Drop files here".
- Added images show a thumbnail and PDFs an icon under the box; remove a file you added by mistake with the × next to it.
- The limits are the same: up to 3 files, images (JPEG, PNG, WebP) or PDF, at most 5 MB each. A file that does not fit is not added and the reason is shown under the box.
Ticket statuses
| Status | Meaning |
|---|---|
| Open | Your ticket is with the support team; it is being looked at or is in the queue. |
| Awaiting your reply | Courino has replied and is waiting for information or confirmation from you. |
| Closed | The ticket was solved or closed. |
For tickets with a Courino reply you have not read, a number appears next to Support tickets in the menu and the list shows a New reply label. Opening the ticket clears it.
Replies and attachments
- When you open a ticket you see the whole conversation in date order: your messages and the Courino support team's replies, with their attachments.
- To reply, type your message in the box at the bottom, attach files if you like (same limits: up to 3 files, images or PDF, at most 5 MB each) and press Reply. When you reply, the ticket becomes Open again. You cannot reply to a closed ticket; press Reopen first.
- When Courino replies, the person who opened the ticket gets an email; the link in the email opens the ticket in the panel.
- The Courino support team cannot see your passwords when answering a ticket and will never ask you for one. If they need to look at your panel, they do so through a logged, time-limited support session (Courino support access).
Closing and reopening
- If your problem is solved, press Close ticket on the ticket's page. The support team can also close a solved ticket.
- If the problem comes back on a closed ticket, press Reopen and describe what happened; the ticket becomes Open again and the conversation history is kept.
- Open a new ticket for a different topic; one topic per ticket makes the solution faster.
Having trouble?
- No Support tickets in the menu: Your role does not allow opening support tickets. Pass your request to the company owner or an administrator.
- A file cannot be attached: Only images and PDF are accepted, each file can be at most 5 MB, and up to 3 files can be attached to one message. If pasting does not work, make sure the image was copied to the clipboard (if you saved it as a file, drag and drop it or use Attach file).
- "At most 5 support requests can be opened per hour" warning: 5 tickets were opened from your company in the last hour. Try again a little later or reply to your open ticket.
- I cannot sign in to the panel at all: Write to destek@courino.com with your company code.