Managing support settings

Every product on Pivity has support settings. Within these settings, you can define several values to change the page customers will get to see when trying to get assistance.

The first setting is a message that will be shown to customers when they try to open a support ticket. This message can include a variety of topics, to mention a few: "please include a console.log when reporting bugs", "read the knowledge base before opening a ticket", "feature requests should be opened on our GitHub", etc.

The next setting is a checkbox that decides whether the knowledge base should be enabled or not, more information regarding the knowledge base will be published in another article.


Support availability

After the knowledge base setting, we have a setting that determines your support availability. We support three different types of availabilities:

Each developer will have a Support availability area within each product which provides you with three (3) separate support options you can choose from. The list below defines what each one means:

Not Supported The developer has NO obligation to provide support. Customers of a product cannot report the product for "no support" because the developer has stated them-self that they do not wish to support the product. The customer is on their own.

Supported Through Pivity Having this option selected means that you are obligated to provide support within a reasonable amount of time. A user can report a developer for lack-of-support, and the Pivity moderator can then determine if the product should be disabled or not due to lack of support from reports being made.

Supported Through External URL This option means that the developer has specified that they wish to provide support, however, Pivity cannot make any promises that this is being followed through with. A customer should consider this as a "might" option. Pivity mods have no way to police external support systems, therefore, a customer cannot report a product for lack-of-support.

Summary If you DO NOT wish to provide support, and do not want to have your product disabled from lack-of-support reports, please ensure you tick the correct option. If you are using the in-house Pivity support system, you are responsible for providing support for your products in a timely fashion.


Getting started with your first ticket

Once you've headed over to the creator dashboard's ticket section, you will be greeted with a list of open tickets. You can filter down this list by subject/user id, labels, products, and more.


Viewing your first ticket

To view your first ticket, just press the subject, and you will be navigated to the ticket's page. This page contains a bunch of information, so let's break that down.

  • The most important part of every ticket is the ticket body, in here a customer can describe their problem and add additional attachments, such as their console.log as shown in the example.
  • After having read the customer's problem, your next action is replying to their problem. This scan be done in the text editor shown under the ticket body. The text editor allows you to format your reply to your likings, and if necessary upload additional attachments by using the "Upload Attachment" section.
  • If after a few tickets you're getting tired of continuously replying with the message, then we've got the solution for you, quick replies! Quick replies are message templates that can be reused in every ticket you're replying to, just create your first template and press the use button, and your template will be inserted in your text editor.
  • Another useful feature on Pivity is labels, this allows you to create an easy overview of what kind of issues customers are experiencing in different tickets. To create a label, you press the cogwheel next to the labels section, after which you can now assign your newly created label to the ticket!


If you've turned on new ticket notifications in your ticket settings, you will receive a notification when a new ticket was created by a customer. Keep in mind that when a product is set as supported, we expect you to regularly check the ticket dashboard on Pivity, whether you've received a new notification or not.

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