Support Tickets for Marketplace Apps

Agencies can now create and manage support tickets for 3rd party applications directly from within the App Marketplace, eliminating the need to rely on email or external support channels. Agencies can now raise issues, attach relevant files or screenshots, and communicate directly with app developers without leaving HighLevel. Developers can view and respond to these tickets from the Developer Portal, creating a streamlined support experience for both sides.

Key Features / Benefits

Create Support Tickets Directly from Installed Apps :Raise support requests without switching to email or external websites.
Attach Supporting Files: Include screenshots, documents, and other attachments to provide context and speed up issue resolution.
Two-Way Communication: Developers can respond from the Developer Portal, and agencies can view and continue the conversation directly within HighLevel.
Centralized Support Experience: All support requests and responses remain tied to the app, making it easier to track ongoing issues and past conversations.
Improved Visibility: Agencies can monitor ticket status and developer responses from a single location.
Notification via email: Email notifications will be sent for ticket creation and any updates on ticket.
Powered by Freshdesk: A support ticket is generated on freshdesk with entire conversation.

How to Use

For Agencies

Navigate to an installed app in the Marketplace.
Click on Raise a support ticket.
Enter the issue details and attach any relevant files.
Submit the ticket.
View developer responses and continue the conversation from the same interface.

For Developers

Open the Developer Portal.
Navigate to the Support Tickets section.
Review incoming support requests.
Respond directly to agencies and manage ticket conversations.

P.S. Sub-account admins/users will not be able to create support tickets.

Why This Feature?

Today, most Marketplace support interactions happen through email or external support systems, resulting in fragmented communication and limited visibility into ticket status.

With In-App Support Tickets:

Agencies get a seamless support experience directly within HighLevel.
Developers can manage support requests from a centralized location.
Communication remains contextual and tied to the app.
Support interactions become more transparent and easier to track.

This enhancement helps create a more reliable and scalable support experience across the Marketplace ecosystem.

How to enable:

The feature can be enabled via labs:

Agency view >> Labs >> Marketplace - Developer Support Tickets

Preview:

Form to raise support ticket:

Listing view to track support tickets:

Conversation view to see developer updates & co-ordinate: