Helpdesk & Support

The Partner Portal helpdesk gives you direct access to Synalux Tier 2 support. Submit tickets, track SLA progress, and communicate with our engineering team — all from one place.

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

Creating a Ticket

Click New Ticket from the support page

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

- General — questions, account issues

- Billing — invoicing, pricing, commissions

- Technical — bugs, errors, integrations

- Onboarding — new customer setup help

- Integration — API, webhooks, third-party tools

- Hardware — terminals, printers, peripherals

- Feature Request — product suggestions

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

Set priority:

Priority	Use When	Response SLA	Resolution SLA
Critical	System down, can't process payments	1 hour	4 hours
High	Major feature broken, workaround exists	4 hours	1 business day
Normal	Minor bugs, configuration questions	8 hours	3 business days
Low	Feature requests, cosmetic issues	24 hours	5 business days

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)

SLA indicators — countdown timers showing time until response/resolution deadline

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)

SLA countdown — first response and resolution due times

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

Status	Meaning	Your Action
New	Just submitted, no agent interaction	Wait for initial response
Open	Agent is working on it	Watch for replies
In Progress	Under active investigation	Agent will update you
Waiting	Agent needs info from you	Reply with requested info
Resolved	Agent considers it fixed	Close it, or reply to reopen
Closed	Final state	Open a new ticket if needed

SLA Indicators

Each ticket shows SLA countdown timers:

Green — plenty of time remaining (>50%)

Yellow — approaching deadline (25-50%)

Red — near or past deadline (<25%)

Breached — deadline exceeded

If an SLA is breached, our team is automatically notified and the ticket is escalated.

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

Choose the right category — routes to the correct team

Be specific — include exact error messages, steps to reproduce, affected locations

Use Critical priority only when needed — system-down situations, not feature requests

Reply promptly when we ask for more info — the SLA timer pauses while waiting on you

Include screenshots when possible — a picture saves hundreds of words

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.