Support Tickets
Raise, track and respond to support requests with the Surfboard team from the Partner Portal. Filter your tickets, follow merchant-raised tickets, attach files and reference IDs, and get notified of replies.
Overview
Support tickets let you raise, track and respond to support requests directly with the Surfboard team. Every message, attachment and status change on an issue stays in one place, so you can follow the full history.
Open it from the sidebar under Support → Tickets. The page is titled Support.
From the Support page you can:
- See your tickets grouped by status
- Search for a ticket
- Filter by priority, type or merchant
- Create a ticket with New ticket
- Download the Partner Portal guide as a PDF with Guide
- Check ticket activity with the notification bell
Ticket statuses
Tabs across the top group tickets by status. The number next to each tab is the count.
| Tab | Meaning |
|---|---|
| Open | Submitted and waiting for a response from Surfboard. This is the default tab. |
| Action needed | Surfboard has responded and is waiting for information from you |
| In progress | Surfboard is investigating or resolving the issue |
| Resolved | The issue has been resolved. Review it, and reopen if needed. |
| Closed | No further action is required |
| All | Every ticket |
| Merchant | Tickets your merchants opened from the merchant portal, in any status |
Merchant-raised tickets also carry a Merchant badge in the list.
Finding tickets
Search
Type in Search tickets… to find a ticket by its reference (for example SURF-...), a partner or merchant ID, or words from the title. Use the arrow keys and Enter to open a result.
Filters
Click + Filter to narrow the list:
- Priority is Urgent, High, Normal or Low
- Type is Terminal Issue, Payment Issue, Account Issue, Integration, Billing or Other
- Merchant is a merchant you search for
Filters and the selected tab are kept in the page address, so you can bookmark or share a filtered view. Clear filters removes them.
List layout
Each row shows the priority, title, linked merchant, type, and when the ticket was created and last updated. Hover a row to Copy link or Open in new tab. The density picker switches between Cozy two-line rows (the default) and Compact single-line rows.
Keyboard shortcuts
| Key | Action |
|---|---|
| ↑ / ↓ or j / k | Move between tickets |
| ↵ | Open the selected ticket |
| / | Focus the search |
| c | Create a ticket |
| ? | Show all shortcuts |
| Esc | Close an overlay |
Issue types and priorities
Choosing the right type routes your ticket to the most relevant team at Surfboard.
| Type | Use for |
|---|---|
| Terminal Issue | Problems with a physical payment terminal |
| Payment Issue | Failed or declined transactions, or payment processing errors |
| Account Issue | Login, permissions or account configuration |
| Integration | API, webhook or third-party integration questions |
| Billing | Invoices, fees or billing plans |
| Other | Anything else. This is the default. |
| Priority | When to use |
|---|---|
| Urgent | Critical issue causing immediate disruption to payments or operations |
| High | Significant issue affecting functionality |
| Normal | Standard issue with moderate impact. This is the default. |
| Low | Minor issue or general question |
Raising a new ticket
Click New ticket, top right (or press c).
| Field | Required | Notes |
|---|---|---|
| Ticket title | Yes | A clear one-line summary, up to 200 characters |
| Description | Yes | What happened, what you expected, and steps to reproduce. Supports bold, italic, underline and links. Enter adds a new line here. |
| Priority | — | Defaults to Normal |
| Type | — | Defaults to Other |
| Merchant | No | Link the ticket to one of your merchants. Type at least two characters to search. |
| Attach files | No | Up to 5 files per ticket, 5 MB each: PDF, images, CSV or Excel. You can also drop or paste files. |
| Add link | No | A link with an optional label. Use it for files larger than 5 MB. |
| Reference IDs | No | Terminal ID, Order ID and Payment ID for the transaction or device involved |
Click Create ticket. The ticket gets a reference and opens straight away, and the Surfboard team is notified.
Note: If Create ticket is greyed out, the footer says why: the title or description is missing, an attachment is still uploading, or a failed attachment needs to be removed.
Working with a ticket
The ticket page shows the reference, status, priority and type at the top, the title (click it to edit) and who opened the ticket.
Replying
- Click into Write a reply… at the bottom.
- Format with bold, italic, underline or links, and add files with Attach files or Add link (same limits as a new ticket).
- Press Enter to send, or click Reply. Use Shift + Enter for a new line.
Replying notifies the Surfboard team immediately. While you have the ticket open, new messages appear on their own, with a pill showing how many arrived.
Turn on Show system events to see status changes and other activity in the thread alongside the comments.
Closing and reopening
Click Close ticket when you no longer need help. A closed ticket can be reopened at any time with Reopen ticket.
The sidebar
| Section | What you can do |
|---|---|
| Watchers | See who gets notified. Watch or Unwatch the ticket yourself. |
| Status | Current status and priority |
| Details | Change the Type. See the severity. |
| References | The terminal, order, payment or transaction IDs on the ticket |
| Identity | The linked merchant. Link merchant, Change or unlink it. |
| Timeline | When the ticket was opened, first and last response, resolved and closed |
Notifications
The bell at the top of the Support pages shows a badge with the number of unread updates on your tickets. Click it to see activity from the last 10 days, and click an entry to go to that ticket.
Tip: To stop getting notifications for a ticket, open it and click Unwatch in the Watchers section.
Best practices
- Use a descriptive title. “Terminal offline at Store #42, unable to process payments” is triaged faster than “Issue”.
- Set the right priority. Keep Urgent for immediate, widespread disruption.
- Pick the right type so the ticket reaches the right team.
- Link the merchant when the issue concerns one, so support can look up the account without asking.
- Add reference IDs. A terminal, order or payment ID lets support find the exact transaction or device.
- Include detail up front. What happened, what you expected, the steps that led there, and screenshots or logs.
- Respond promptly to Action needed. Surfboard is waiting on you.
- Check refunds yourself first. Refund lookup shows whether a refund settled, failed or is still pending.
For questions you can also email support@surfboardpayments.com.
Related
- Refunds & Refund Lookup
- Search, Assistant & System Status — ask the assistant before opening a ticket
- Messages — notices from Surfboard