There is a Support item in your sidebar and every role can use it — support is not a privilege. The description explains why it is the fastest route: "Ask us anything. We can see your account, so you rarely need to explain the setup."
Opening a ticket
Two fields, on purpose. Anything more is a barrier.
- What do you need help with? — a one-line subject, e.g. "Profit looks wrong on an order"
- Details — the specifics
The hint under the second box is the single most useful thing on this page: an order number gets you a faster answer than a general description does. "Order 05-14947-70434 shows 0.79 profit but eBay says my earnings were 2.00" can be looked at straight away. "My profit is wrong" cannot.
You get a ticket number, and we reply by email.
When to expect a reply
Our target for a first reply to an ordinary ticket is one working day. Urgent problems are picked up considerably faster — we set the priority ourselves based on what the ticket says, so there is nothing for you to choose.
That target is for the first reply, not for a fix. Something that needs investigating gets an answer that says so rather than silence.
Where replies appear
Three places at once, so a reply cannot sit unnoticed:
- An email containing the reply itself
- Your bell — "Baiord Support replied to #42"
- A push to your phone if you have the app
Your tickets are listed under Your tickets, with a New reply badge on anything you have not read. Status reads Open, Waiting on customer, Resolved or Closed.
Replying to a resolved ticket reopens it. A closed one cannot be replied to — open a new one, and reference the old number.
Email instead
support@baiord.com reaches the same people. A ticket raised in-app is slightly better simply because it is already attached to your workspace.
If your plan has lapsed and the dashboard is behind a card, support is still reachable — the card itself carries the address.