You sell a theme, a plugin or a template. People who bought it need help. Right now that probably arrives as email, or comments on a marketplace page, and it is hard to tell who actually paid you and who is asking about a nulled copy.
A support desk fixes both. Here is the shortest path to a working one.
1. Create your workspace
Sign up and pick a name. Your desk gets an address of its own —
yourname.ticketmodules.com — which is where your customers will go. You can
put your own domain on it later.
The free plan is a real plan, not a countdown. You can run a desk on it indefinitely.
2. Add the thing you sell
Products → Add product. A product is whatever a customer might need help with: one theme, one plugin, one bundle.
This matters more than it looks. Every ticket belongs to a product, which is what lets you see that all fourteen complaints this week are about the same release, and what lets you check whether the person asking actually bought it.
3. Decide who is allowed to ask
Open the product and look at Purchase proof. Three choices:
| Setting | What happens | When to use it |
|---|---|---|
| None | Anybody can ask | Free products, or pre-sales questions |
| Automatic | They enter a purchase code and we check it | You sell on a marketplace |
| Manual approval | They ask, you say yes | You sell from your own site |
Most people selling on Envato want Automatic. It is the difference between answering your customers and answering everybody.
4. Connect your email
Settings → Email. Two things happen here: replies go out from an address that looks like yours, and mail sent to your support address turns into tickets automatically.
This is the step most worth doing properly, so it has a page of its own.
5. Answer something
Open your portal — the link is at the top of Settings — and submit a test ticket as if you were a customer. Then answer it from the agent side.
That round trip is worth doing before you tell anybody the desk exists. It is also how you find out whether step 4 actually worked.
What to do next
- Connect your email properly — the one that breaks if you skip it
- Check that customers actually bought your product
- Bring your old tickets across