Opening a support ticket step by step: where the screen is, how to write the subject and the description, what the category is for, the attachment rules and what to try yourself before you write in.
Last updated: September 30, 2026
If the articles in the help centre did not answer your question, you can write to the support team. The conversation does not run over e-mail: it runs on a support ticket in the help centre. Every ticket has a number, a status and a single page that holds the whole exchange. This guide explains where to open one, what each field on the form is for, the attachment rules and how to write a ticket that gets answered in one round.
You are probably here for one of these:
💡 Tip: Opening a ticket is not a last resort, but it is not the first step either. The checklist below takes a minute and answers most questions without a ticket.
The support team's first reply is usually one of these items. Checking them yourself saves days, not minutes.
If the problem survives all of that, open the ticket with a clear conscience — and write down what you already tried, because it shortens the first reply.
Support conversations live in the help centre, not in the panel. There are two ways in.
There is no password field in the help centre. If you have no session, you are sent to the panel's own sign-in screen and brought straight back to the help page you wanted. That way sign-in lockout, two-step verification and passkeys keep working in a single place.
⚠️ Note: When you cross over from the panel, the portfolio, the account and the screen you were on travel with your session. That is why opening the ticket from the screen where you see the problem is more useful than going to the help centre later: the team knows where to look from the first line.
There is one more rule here. When a platform administrator is viewing your account in "view as" mode, no ticket can be opened from that session — it is refused at the door. Every user message in your tickets is genuinely yours.
The form has five fields. None of them is decoration; each one exists so the team can come back to you faster.
The subject is between 5 and 120 characters and it is the single line that appears in the list, in the e-mail subject and in search.
As you type, article suggestions appear underneath. The next section explains them.
The category says which area the ticket belongs to. These are the options:
| Category | When to pick it |
|---|---|
| Connection | An Instagram or WhatsApp account will not connect, keeps dropping, or asks for permission again. |
| Automation | A flow does not start, branches the wrong way, or steps do not behave as expected. |
| Messaging | Inbox, outgoing messages, templates, the 24-hour window. |
| Billing | Plan, payment, invoice, subscription, renewal. |
| Account | Sign-in, user settings, team, portfolio, permissions. |
| Bug | Anything you believe the product is getting wrong. |
| Other | Questions and suggestions that fit nowhere above. |
The category does not have to be right. Picking the wrong one does not hide your ticket; the team filters by category, so a correct pick only moves you along faster.
If you have more than one connected account, pick the one the problem happens on. If you arrived from the panel, the account you had open is pre-selected. When the issue is not tied to a single account — billing, for example — you can leave this empty.
The description is between 20 and 5,000 characters. One sentence is rarely enough; write four things:
Add what you already tried and the first reply stops being "have you tried…" and becomes the answer.
💡 Tip: Do not make the team read the error off a screenshot alone — paste the text too. Written text can be searched; text inside an image cannot.
A message can carry at most 3 files, each up to 10 MB, and only PNG, JPG, WEBP and PDF are accepted.
Attachments are not placed on a public address. Only the person who opened the ticket and the support team can open them, the link is not cached by the browser and it does not work as a shareable address.
⚠️ Note: When you take a screenshot, keep your customers' names, phone numbers and message content out of frame unless they matter. Send the smallest area that still shows the problem.
As soon as you start typing in the subject field, up to five articles are listed underneath. They come from the words you typed and are real articles in the help centre.
What happens from there is covered in following your support ticket.
No. Your panel account works in the help centre as well; there is no second password or username.
No. Only the person who opened the ticket and the support team can see a support conversation. Working in the same portfolio does not change that: the exchange may contain billing or identity details, so it is personal.
The subject cannot be edited after it is sent. If you got it wrong, post a reply saying so; the team adjusts the category and the priority.
Yes. Write a new message from the reply box on the ticket page and attach it there. The limit of 3 files applies per message.
Tickets are taken from the queue in order and no fixed response time is promised. The single biggest factor is how complete your first message is. The details are in support limits, scope and privacy.
Do not give it. The MERKUVA support team never asks for your password, your verification code or your card details under any circumstances.
If you have followed every step and the problem continues, contact our Support team.
Was this article helpful?