Helpdesk & Support

The Partner Portal helpdesk gives you direct access to Synalux support. Submit tickets, track their status, and communicate with our team from one place. Response or resolution commitments apply only when they appear in separately accepted terms.

Open Helpdesk: synalux.ai/partners/portal/support

Creating a Ticket

1. Click New Ticket from the support page

2. Choose a category — helps us route your ticket to the right team:

   • General — questions, account issues
   • Billing — invoices and commercial questions
   • Technical — bugs, errors, integrations
   • Onboarding — new customer setup help
   • Integration — API, webhooks, third-party tools
   • Hardware — terminals, printers, peripherals
   • Feature Request — product suggestions

3. Describe the issue — provide a clear subject and detailed description. Include:

   • Steps to reproduce (for bugs)
   • Affected customer/location
   • Error messages or screenshots
   • When the issue started

4. Set priority:

| Priority | Use When | What to expect | |----------|----------|-------------|----------------| | Critical | System down, can't process payments | Prompt review | | High | Major feature broken, workaround exists | Priority review | | Normal | Minor bugs, configuration questions | Standard queue | | Low | Feature requests, cosmetic issues | Standard queue |

5. Review and submit — you'll see a confirmation with your ticket number

Tracking Your Tickets

Ticket List

The main support page shows all your tickets with:

• Status pills — color-coded (New, Open, In Progress, Waiting, Resolved, Closed)
• Priority — the operational impact selected for the ticket
• Filters — filter by status, priority, category, or search by subject

Ticket Detail

Click any ticket to see the full conversation:

• Message thread — your messages (left) and agent replies (right)
• Status updates — system events showing every change

Responding to Tickets

• Reply directly from the ticket detail page
• Your reply auto-reopens tickets that were set to "Waiting" — no need to change status manually
• If a ticket is marked "Resolved" and you still have issues, reply to automatically reopen it

Understanding Ticket Status

The portal does not promise a response or resolution time. If a problem is urgent, include the business impact and the venue so the team can triage it correctly. Any contractual support commitment is stated separately.

Email Notifications

You'll receive emails for:

• Ticket created — confirmation with your ticket number
• Agent reply — when our team responds to your ticket
• Status change — when ticket status is updated (e.g., resolved)
• Pending reminder — if we're waiting on your response for 48+ hours

All emails include a direct "View Ticket" link back to the portal.

Tips for Faster Resolution

1. Choose the right category — routes to the correct team
2. Be specific — include exact error messages, steps to reproduce, affected locations
3. Use Critical priority only when needed — system-down situations, not feature requests
4. Reply promptly when we ask for more information
5. Include screenshots when possible — a picture saves hundreds of words
6. One issue per ticket — makes tracking and resolution cleaner

FAQ

Can I see internal notes from the support team? No. Internal notes are used by our team for coordination and are not visible in your portal.

What happens when a ticket is resolved? You'll receive an email. If the issue persists, simply reply to the ticket within 3 days to reopen it. After 3 days, resolved tickets are automatically closed.

Can my team members see all our company's tickets? All users associated with your reseller account see the same tickets.

How do I escalate a ticket? Change the priority to Critical or High, or contact your account manager directly.