Operators can create support tickets directly through Intercom in the Back Office. Intercom should be used for all operational requests, technical issues, transaction concerns, access requests, and product feedback.
Using the correct ticket category and providing complete information will help our team review and resolve your request more efficiently. Watch the video guide below to understand the process.
How to Create a Ticket
Log in to the Back Office.
Open the Intercom support messenger.
Select Create a ticket.
Choose the category that best matches your request.
Complete all required fields marked with an asterisk (*).
In the Site/Brand Name field, enter the name of your brand.
Select the appropriate priority based on the impact of the issue.
Select the relevant issue or request type.
Click Create ticket.
Add any supporting information, screenshots, videos, or error messages to the Intercom conversation.
Selecting the Correct Ticket Category
💴 Transaction
Use the Transaction category for any transaction-related issue or request, including:
Deposits
Withdrawals
Refunds
Missing or incorrectly processed transactions
Transaction status or payment-related concerns
For transaction tickets, include:
Player account ID
Transaction ID
Transaction type
Amount and currency
Date and time of the transaction
Current transaction status
A clear description of the issue
The action or assistance required
🔍 Access Request
Use the Access Request category for Back Office access and permission-related requests, including:
Requesting Back Office access for a team member
Updating an existing user’s permissions
Removing a user’s access
Reporting an access or permission issue
Include the user’s name, email address, required role or permissions, and the reason for the request.
🌐 Site Configuration
Use the Site Configuration category when requesting changes to your site or its existing configuration.
Examples include:
Updating site settings
Changing an existing configuration
Enabling or disabling available functionality
Requesting operational or brand-level changes
Clearly explain the requested change, the affected brand, and the expected result.
⭐ Feature Request
Use the Feature Request category to submit suggestions for new features, functionality, or product improvements.
Please include:
A clear description of the requested feature
The problem or use case it would address
How it would benefit your team or players
Any examples that may help explain the request
Feature requests will be reviewed by the relevant team, but submission does not guarantee implementation.
🐞 Bug
Use the Bug category when you identify something that is not working as expected.
Please include:
A clear description of the bug
Steps to reproduce it
The expected result
What actually happened
The affected page or feature
Player account IDs, if applicable
Date and time of the issue
Browser, device, and country, if relevant
Screenshots, videos, or exact error messages
Whether the bug affects one user or multiple users
👉 General Ticket
Use the General Ticket category for questions, concerns, or requests that do not fit into any of the categories above.
Before selecting General Ticket, please review the other categories to ensure that your request is submitted to the correct team.
👀 Tracking the Ticket Status
Operators can view the current status of their ticket in Intercom. The status will be updated in real time as the ticket moves through the investigation and resolution process.
The available statuses are:
➡️ Submitted
The ticket has been successfully submitted and received by our support team. It is awaiting initial review.
🗃️ Backlog
The issue or request has been recorded and added to the backlog for future review. This status is generally used for non-urgent requests that will be considered or investigated later.
🛠️ Escalated
The ticket has been escalated to the relevant internal team for further investigation or assistance.
⌛ In Progress
The ticket is actively being investigated or worked on by the responsible team.
🕛 Pending External Provider
The ticket is waiting for information, confirmation, or action from a third-party provider. Further progress may depend on the provider’s response.
✅ Resolved
The issue has been addressed, the requested work has been completed, or a final response has been provided.
Once no further action or follow-up is required, the ticket can be closed.
📌 Information to Include in Every Ticket
Every ticket should include:
Your site or brand name
A detailed description of the issue or request
Relevant player, transaction, game, or session IDs
Screenshots, videos, or error messages
Any troubleshooting already completed
The current operational or financial impact
The assistance or outcome required
Do not share passwords, authentication tokens, private keys, complete payment card details, or other sensitive credentials through Intercom.
1️⃣ Selecting the Correct Priority
Choose the priority that accurately reflects the impact of the issue.
A higher priority should be used when an issue:
Affects multiple players
Prevents deposits or withdrawals
Causes a production outage
Creates a serious financial or security risk
Prevents an important part of the platform from operating
Feature requests, general questions, routine configuration changes, and non-critical individual issues should not be submitted as urgent.
Our support team may adjust the priority after reviewing the actual impact and urgency.
You can ready more about the priority details here in the guide Priority Definitions and Expected Resolution Times
🚩 How Escalation Works
Once a ticket has been submitted, our support team will:
Review the information provided.
Confirm the issue and its impact.
Request additional information if necessary.
Investigate the issue.
Escalate it to the appropriate internal team or provider when required.
Share updates through the same Intercom conversation.
Confirm the outcome and resolve the ticket.
Operators do not need to contact Engineering, Payments, Product, or third-party providers separately. Our support team will manage the internal escalation and keep you informed through Intercom.
🚀 Following Up on an Existing Ticket
Reply to the existing Intercom conversation when:
Providing additional information
Requesting an update
Confirming whether the issue is resolved
Please do not create duplicate tickets for the same issue, as this may delay the investigation.
If a separate or unrelated issue occurs, create a new ticket using the appropriate category.