Support & tickets
Tickets are the official channel to Shahin support: feature requests, bug reports and billing issues, ticket states, and who sees which ticket.
Updated: Dec 2025
What is the ticketing system?
When you need help, spot a bug, want a new capability or have a billing question, a ticket is the official channel to the Shahin support team.
Shahin’s built-in ticketing system lets you file and follow feature requests, bug reports and billing issues. Tickets live inside your panel, and each ticket is a tracked conversation rather than a one-way message: every reply, state change and attachment is recorded on the same ticket so the full history stays in one place.
What you can do with a ticket
- File a new ticket — open a ticket in one of three types: feature request, bug report or billing issue. Then pick the relevant project, write a title and description, optionally attach files that help explain the issue, and submit; the ticket is created in the “open” state.
- Reply and attach — you can reply in the conversation and attach files (images, PDFs, logs and the like), up to 20 MB per file. Attachments appear under their message and can be downloaded only by the people taking part in the ticket.
- Filter and sort — filter tickets by state, category, priority and date range; the default sort is by latest activity.
- Cancel a ticket — if you no longer need it (you changed your mind, or solved the problem yourself) you can cancel it. Permanently deleting a ticket is not available to users; only cancelling is.
Ticket states
- Open — the ticket has just been filed and is awaiting triage.
- Waiting on User — support has asked you for evidence or more information, such as an invoice or receipt; it stays in this state until you reply.
- Resolved — support has recorded the solution and sent a final message.
- Closed — the ticket was closed with a closing reason, and that reason is shown to you.
- Cancel — the only state you can set yourself, on your own ticket.
Who sees which ticket?
- Viewer — can create a new ticket, but sees only their own tickets, not all project tickets.
- Owner / Project Admin — can create tickets for the project and see every ticket of the projects they manage.
- Shahin support — accesses tickets in the agent workspace and can change their state; a billing agent sees a list filtered to the billing category.
How it works
- Tickets are filed and followed inside your panel.
- Status notifications are delivered through the Shahin Telegram bot, so you hear about replies without constantly logging in.
- Every action on a ticket (reply, state change, closing) is recorded in the audit log.
FAQ
No; in order to preserve the conversation history, permanent deletion of tickets is not available to users. If you no longer need to follow a request, you may cancel the relevant ticket.
This status indicates that the support team requires additional information or documentation from you in order to review the case further. Until a new reply is sent on that same ticket, its status will not change.
This level of access depends on the user’s role. Users with the Owner or Admin role can access all tickets of the projects they manage, while a user with the Viewer role sees only the tickets they submitted themselves.
Yes; ticket status changes and new replies are announced through the Shahin Telegram bot. With this capability you do not need to check the panel continuously to follow your tickets.
Was this page helpful?