When Chargeflow Support needs to involve an internal team to investigate or resolve your request, we create a ticket to track its progress. This article explains what each ticket status means and what to expect at each stage.
Why a ticket gets created
Most questions are resolved directly by our Support team during your conversation. A ticket is created only when your issue needs to be escalated internally — for example, when it requires investigation from another team, such as Engineering or Billing, so we can investigate and work toward resolving your issue.
How this helps you
Checking your ticket status lets you:
See at a glance whether your request is still in queue or already being worked on
Know immediately if Chargeflow is waiting on information from you, so your request isn’t delayed unnecessarily
Avoid having to follow up just to ask “any updates?” — the status tells you where things stand
Get a clear signal once your issue is resolved, so you know the matter is settled
How to see your tickets
There are two ways to check your tickets:
Messenger in the Chargeflow app
Click the messenger button in the Chargeflow app and go to the Tickets tab.
Customer Tickets Portal
Visit the Customer Tickets Portal at https://help.chargeflow.io/en/tickets-portal/
Ticket statuses explained
Ticket Status | Description |
Submitted | The ticket has just been created and is waiting to be picked up by the relevant internal team. No action has started yet. |
In Progress | The internal team is actively investigating or working on your ticket. |
Waiting on You | Chargeflow needs more information from you before the ticket can move forward. Check your Messenger conversation or ticket portal for the specific details requested. The ticket will not progress until we hear back from you. |
Escalated to Success Team | Our Customer Success Team has taken over your request and will continue assisting you directly. Check your email for communication from the Customer Success Team, and respond there to continue the conversation. |
Resolved | The issue has been fixed or addressed, and you will have already been notified of the outcome directly in the chat. |
Frequently asked questions
The chat was already closed, but my ticket still shows “Waiting on You.” How do I provide the information?
The chat was already closed, but my ticket still shows “Waiting on You.” How do I provide the information?
You can simply reply in that same thread, even if it shows as closed. Your message will reach our Support team, and they’ll pick up from there to continue assisting you.
My ticket is marked “Resolved” and the chat is closed, but I have a follow-up question or concern. What should I do?
My ticket is marked “Resolved” and the chat is closed, but I have a follow-up question or concern. What should I do?
Reply in the same thread rather than starting a new one. Your message will reach our Support team, who will review your ticket history and assist you from there.
I can’t see my ticket anywhere. Why is that?
I can’t see my ticket anywhere. Why is that?
This usually comes down to one of the following:
You may have reached out from a different Chargeflow account. If you have multiple Chargeflow accounts, or a separate account for a different store, double-check whether you contacted Support from another one of them.
You may have reached out without being logged in, for example through the messenger button on the help center while logged out. Please make sure you’re logged in to your Chargeflow account when contacting Support. If you’re unable to log in, you can still request an update through your existing thread with Support.