The Support History page gives both merchants and AIQ staff a centralized view of all support tickets associated with a company account. You can track ticket progress, understand statuses, and reply directly to open conversations — all without leaving AIQ.
How to Access the Support History Page
Navigate to Settings (gear icon at the bottom of the left navigation bar).
Under Company Account, click Support History.
Understanding the Ticket Table
Each row in the table represents a single support ticket. The table includes the following columns:
Column | Description |
ID | The unique ticket number assigned to the support request. |
Subject | A brief description of the issue or request submitted. |
Date Created | The date and time the ticket was originally submitted. |
Last Updated | The date and time of the most recent activity on the ticket (e.g. a reply from an agent or a status change). |
Assignee | The AIQ support team member currently assigned to handle the ticket. Displays a dash ( - ) if unassigned. |
Category | Indicates who submitted the ticket (e.g. Customer). |
Type | The classification of the request. Examples include General Ticket, TAM Ticket, Reports Download Requests, Account Recovery Request, and Customer Support Ticket. |
Open | Indicates whether the ticket is currently Open or Closed. |
Team | The AIQ support team responsible for the ticket (e.g. Tier 3 / TAM Emails, Tier 2 Emails, Report Request Queue). Displays a dash ( - ) if no team is assigned. |
Status | The current resolution state of the ticket. See the status definitions below. |
Ticket Status Definitions
Statuses are organized by ticket type below. Statuses that appear across multiple ticket types (such as Submitted and In progress) are listed under (Created by Customer) Customer Support Ticket only.
Customer Support Ticket
Status | What it means |
Submitted | The ticket has been received by AIQ and is in the queue to be reviewed. Shared across all ticket types. |
In progress | An AIQ support team member is actively working on the ticket. Shared across all ticket types. |
Waiting on customer | AIQ has responded and is waiting for a reply from the shopper or merchant before proceeding. |
Resolved | The ticket has been addressed and marked as complete by the support team. |
On-Hold | The ticket has been paused, typically pending input from another team or an external factor. |
ENG Escalated | The ticket has been escalated to the AIQ Engineering team for further investigation. |
Resolution Provided | A resolution has been shared with the shopper or merchant. The ticket will close if no further response is received. |
Closed - no reply | The ticket was closed because no reply was received after AIQ reached out. |
Account Recovery Request
Status | What it means |
Account Recovery - more information needed | AIQ needs additional information from the shopper to proceed with the account recovery. |
Account Recovery - Account Restored | The shopper's account has been successfully reinstated. |
Account Recovery - Not Blacklisted - Contact Store Directly | AIQ confirmed the account is not blacklisted. The shopper should contact their store directly for further assistance. |
Account Recovery - No Customer Response | No response was received from the shopper and the recovery request has been closed. |
Reports Download Requests
Status | What it means |
Report Provided - waiting on confirmation | AIQ has provided the requested report and is awaiting confirmation that it was received. |
Report Provided - no reply | The report was provided but no confirmation or reply was received, so the ticket was closed. |
Filtering and Searching Tickets
Use the filter bar at the top of the Support History table to narrow results. Available filters include:
Status — filter by ticket status
Open / Closed — show only open or closed tickets
Team — filter by the assigned support team
Assignee — filter by the assigned team member
Category — filter by ticket category
Created — filter by the date the ticket was created
You can also use the Search bar in the top right of the page to search by ticket number or subject.
Viewing and Replying to a Ticket
To view the full details of a ticket and participate in the conversation:
From the Support History table, click anywhere on the row of the ticket you want to view.
A detail view will open displaying the Ticket ID at the top along with the full conversation thread.
Scroll through the conversation thread to review all messages exchanged on the ticket.
To reply, use the text editor at the bottom of the view. When ready, click Preview & Send to submit your reply to the assigned AIQ support representative.
