The support channel has a handful of rules: how many tickets you can open in a day, how long a message may be, which subjects can be resolved here, and what the support team can see in your account. All of them are written down and none of them is arbitrary. This guide goes through each one, so that when you hit a limit you know what happened and what to do next.
You are probably here for one of these:
- You saw the "you have reached today's ticket limit" warning.
- You sent the same subject twice and no new ticket was created.
- You want to know when a reply will arrive.
- You are not sure whether your problem is in scope for support.
- You wonder whether the support team reads your inbox.
How response time works
Tickets go into a single queue, sorted so that the most recently active ticket is at the top. The support team works from there. No fixed response time is promised and there is no countdown timer on the ticket.
What genuinely affects the speed is this:
- How complete the first message is. A ticket that says what happened, what you expected, when it started and which account it is on gets solved in one round; an incomplete one costs at least one extra round of "could you also tell us…".
- A screenshot. An image showing the full error sentence beats half a page of description.
- Priority. Low, normal, high and urgent are set by the support team. There is no priority field on the form: writing "URGENT" in the subject does not move you up the queue, it only makes the list harder to read.
- Whose turn it is. While the status is Waiting for your reply, the ticket is waiting on you and does not move.
- How quickly you answer. A ticket you never answer is eventually treated as solved and closes; the details are in following your support ticket.
💡 Tip: The fastest way to explain a problem is to let the team see the screen you are seeing. When you open a ticket by crossing over with the Help button in the panel, the screen you were on is attached to the ticket automatically.
The daily ticket limit
The number of tickets you can open in a day is limited, and that number comes from your plan. Once you reach it the form is not sent and the screen says the limit is full.
| Plan | Support tickets per day (default) |
|---|
| Free | 3 |
| Pro | 10 |
| Business | 25 |
These are the values that ship with the installation; plans may have been adjusted since, and the value on your plan's card is the one that counts.
The limit is a protection, not a penalty. Abuse of the support channel — one person opening dozens of tickets within minutes — makes the queue unreadable and delays answers to real problems. The limit only affects opening new tickets: you keep reading and replying to the ones you already have.
If you hit it, the answer is not to keep trying the form:
- Open whichever of your existing tickets is closest to the subject.
- Write the new problem there as a reply. The ticket returns to the queue.
- If the subject really is unrelated, open a new ticket tomorrow; the counter resets each day.
Message ceilings and repeated sends
Next to the daily limit there are a few smaller rules.
- An hourly message ceiling. You can write 30 messages per hour; the team's own replies do not count towards it. If you reach the ceiling you are asked to wait a little. Collecting one matter into one message, rather than splitting it across five, helps you and the team equally.
- The ten-minute rule. If you send the same subject and the same text again within ten minutes, no new ticket is created; your text is added to the existing one. This prevents the duplicate records that come from refilling the form because you were not sure it went through.
- How many tickets you keep open. Many open tickets at once slow your answers down; collect related matters into one.
- There are no anonymous tickets. You need a session to open one. This is the real defence that keeps the channel free of fake tickets and e-mail bombing campaigns, and it is why no CAPTCHA is shown.
- Being blocked from support. An account that abuses the channel can lose the ability to open tickets. In that case you keep reading your existing exchanges but cannot start new ones.
Character and file limits
| Field | Limit |
|---|
| Subject | 5 – 120 characters |
| First description | 20 – 5,000 characters |
| Reply | up to 5,000 characters |
| Attachments | 3 files per message |
| File size | 10 MB per file |
| File types | PNG, JPG, WEBP, PDF |
If you need to send a long log, export it as a PDF and attach it; the 5,000 characters are a limit on prose, not on evidence.
Which subjects support covers
The support team is responsible for the product itself. In scope:
- The panel's screens, settings and permissions.
- Connecting accounts, dropped connections, re-authorisation.
- Automations that do not run or behave unexpectedly.
- The inbox, sending messages, templates and messaging windows.
- Plan, payment, invoice and subscription matters.
- Bug reports and feature suggestions.
What falls outside is written down just as clearly:
- Decisions made by the channel provider. Your account being restricted, a template rejected, a permission revoked or a post removed happens on their side. The support team can see and explain those decisions, but cannot change them.
- Content and marketing advice. Which campaign to build or what copy to write is not a support subject; the guides in the help centre point the way instead.
- Doing the work for you. The team does not build automations, send messages or delete contacts on your behalf.
- Third-party software. Errors from services you connect with the external request step belong to that service's own support.
- Legal and financial advice. Contracts, taxation and regulation are not answered through the support channel.
What you must never share
A support ticket is a secure record, but it is not a vault. Never write any of these:
- Your password. The support team never asks for it and never does anything with it.
- Your two-step verification code or backup codes. They are single-use and belong to you alone.
- Card number, expiry date, CVV. Payment details are never written into a support exchange; payment steps run on the panel's own screens.
- Access tokens and API keys. If you think you need to share one, ask in the ticket first.
- Your customers' identity and contact details. Keep unnecessary fields out of frame in screenshots; send the smallest area that still shows the problem.
If you did paste a password or a code by accident:
- Change the password immediately under My user settings › Security.
- If you use two-step verification, regenerate your backup codes.
- Post a reply on the ticket saying that the information was shared by mistake, so the team handles the record accordingly.
⚠️ Note: If a message reaches you claiming to be from MERKUVA and asking for your password, a verification code or card details, it is not from the support team. Do not reply to it — report it with a support ticket instead.
What the support team can see in your account
This question has a precise answer. When a ticket is opened, a context card is attached to it without you being asked. It contains:
- Your name and registered e-mail address.
- Your plan and your remaining quota.
- The name of the portfolio and account the ticket was opened for, and the channel type (Instagram or WhatsApp).
- The screen you were on in the panel and the language you use.
- Your browser and operating system.
- Your account's channel health: the last channel error, the last failed notification and when your permission expires.
Only the support team sees this card; it is not displayed to you on the ticket page. Its purpose is narrow: to remove the "which account, which plan, when did it break" round trip entirely.
What is not in the card — that is, what the team cannot see through the ticket:
- Your inbox is not read. The conversations you have with your customers are not copied into the ticket.
- Your contact list and the details on contact cards are not attached.
- The contents of your automations are not attached; the team sees only what you write and attach.
- Your password is not stored in any readable form anywhere.
If solving a problem genuinely requires looking at your account, that happens through the panel's own recorded access route and is written to the system log. A session opened that way cannot open a support ticket or reply to one in your name; that path is closed. Every user message you see in your tickets is genuinely one you wrote.
Other known issues and limits
- Support tickets may be switched off on your plan. In that case the Open a support ticket button is never drawn, while your existing exchanges stay readable.
- Your attachments are not placed on a public address. Only you and the support team can open a file; the link is not a shareable address.
- Exchanges are not deleted. A closed ticket stays in history; information written by mistake cannot be removed, only corrected.
- Support exchanges are personal. Your portfolio teammates cannot see your tickets; there is no shared "team support inbox".
- Notification e-mails do not accept replies. Always write from the ticket's own page.
- The daily counter resets at the start of the day, not when a ticket closes. Closing a ticket does not earn you another slot.
Frequently asked questions
Can you raise my limit just this once?
The daily limit is part of the plan and is not changed ticket by ticket. If you hit it regularly, either collect subjects into single tickets or review your plan.
Can I get a faster reply in an emergency?
Explain the urgency in the ticket itself: what has stopped, how many people it affects and which account. Priority is set by the team and those facts feed the decision directly. Capital letters in the subject do not.
Can the support team send messages on my behalf?
No. The team does not message your customers, publish automations or delete data for you. It describes what needs doing; you carry it out.
How do I hide a customer's name in my screenshot?
Narrow your browser before you capture, or mark the area out with your phone's or computer's own annotation tool after saving. Make sure the covered area is really painted over, because it cannot be undone later.
The ticket record stays in history after it closes and can be linked to your other tickets. That is exactly why it is best never to write personal data that is not needed.
I reported a bug — when will it be fixed?
Bug reports are passed to the product side, but a fix date is not promised through a support ticket. When the fix ships, it is noted on your ticket if it is still open.
If you have followed every step and the problem continues, contact our Support team.