Support Tickets
Raise, track, and respond to support requests with the Surfboard team directly from the Partner Portal. Manage ticket statuses, priorities, replies, and notifications.
Overview
The Support Ticketing system is available within the Surfboard Partner Portal and lets you raise, track, and respond to support requests directly with the Surfboard team. All communication related to an issue is kept in one place, making it easy to follow the full history of a conversation.
Navigating to Support Tickets
To access the ticketing system, log in to the Partner Portal and locate the sidebar on the left-hand side of the screen. Under the Support section, click Tickets.
From the Tickets page you can:
- View all tickets and their current status
- Search for a specific ticket using the search bar at the top
- Filter tickets using the + Filter option
- Switch between status tabs to focus on tickets requiring attention
- Create a new ticket using the + New Ticket button in the top-right corner
Ticket Statuses
Across the top of the ticket list, tabs group your tickets by their current status. The number displayed next to each tab shows how many tickets are in that state.
| Status | Meaning |
|---|---|
| 🟢 Open | Ticket has been submitted and is awaiting a response from Surfboard. |
| 🟡 Action Needed | Surfboard has responded and is waiting for further information from you. |
| 🔵 In Progress | Surfboard is actively investigating or resolving the issue. |
| ✅ Resolved | The issue has been resolved. Review and confirm, or reopen if needed. |
| ⚫ Closed | The ticket has been closed and no further action is required. |
Ticket List Overview
Each ticket in the list displays the following information at a glance:
- Ticket title and priority badge (Urgent, High, Normal, or Low)
- Unique ticket ID (e.g.
SURF-ACTI04-000012) - Merchant name, if a merchant has been linked to the ticket
- Issue type (e.g. Terminal Issue, Payment Issue, Integration)
- Date and time the ticket was created
- Date and time of the most recent update
Issue Types
Choosing the correct type routes your ticket to the most relevant team within Surfboard.
| Type | Use for |
|---|---|
| Terminal Issue | Problems with a physical payment terminal |
| Payment Issue | Transaction failures, declined payments, or payment processing errors |
| Account Issue | Login, permissions, or account configuration problems |
| Integration | API, webhook, or third-party integration queries |
| Billing | Invoicing, fees, or billing plan queries |
| Other | Any issue that does not fit the above categories |
Priority Levels
| Priority | When to use |
|---|---|
| 🔴 Urgent | Critical issue causing immediate disruption to payments or operations. |
| 🟠 High | Significant issue affecting functionality. Needs prompt resolution. |
| 🟡 Normal | Standard issue with moderate impact. This is the default priority. |
| ⚪ Low | Minor issue or general enquiry with minimal operational impact. |
Raising a New Ticket
To raise a support ticket, click the + New Ticket button in the top-right corner of the Support page. A ticket creation form will appear.
Completing the Form
| Field | Required | Notes |
|---|---|---|
| Ticket Title | Yes | A clear, concise summary of the issue. The system will not let you submit without it. Supports bold, italic, underline, and link formatting. |
| Description | Yes | Explain the issue in detail (see below). Supports basic rich text: bold, italic, underline, and hyperlinks. |
| Merchant | No | If the issue is specific to one of your merchants, link them. Click the Merchant dropdown and type at least two characters to search. |
| Attachments and Links | No | Attach supporting files (drag, paste, or browse — 5 MB maximum per file) or add a hyperlink using the Add link option. |
In the description, include:
- What happened
- What you expected to happen
- Steps to reproduce the issue, if applicable
Submitting the Ticket
Once you have completed the form, click the Create ticket button. The ticket is created immediately and assigned a unique ID. You will be taken directly to the ticket view, and the Surfboard support team will be notified.
Note: If the Create ticket button is greyed out or the form does not submit, check that both the Ticket title and Description fields have been filled in, as these are required.
Responding to a Ticket
When the Surfboard team replies to your ticket, you will receive a notification. To respond:
- Open the ticket from the ticket list by clicking on the ticket title.
- Scroll to the reply box at the bottom of the page.
- Click into the Write a reply… area and type your message.
- Use the formatting toolbar above the reply box to apply bold, italic, underline, or link formatting if needed.
- Attach any relevant files using Attach files, or add a reference link using Add link (5 MB maximum per file).
- Press Enter to send your reply, or use Shift + Enter to add a new line within your message before sending.
- Click the Reply button to submit your response.
Note: Replying to a ticket notifies the Surfboard support team immediately. Each reply creates a new message in the thread, so include any additional context or attachments before submitting.
Notifications
The Partner Portal notifies you whenever there is new activity on your tickets. You don’t need to manually check the ticket list — the notification system alerts you as soon as the Surfboard team responds.
The Bell Icon
The bell icon is located in the top-right corner of the portal, to the left of the + New Ticket button. When you have unread notifications, a blue badge appears on the bell showing the number of unread items.
Click the bell icon to open the Notifications panel, which shows activity from the last 10 days.
Acting on a Notification
Click any notification entry to go directly to the relevant ticket. Once viewed, the notification is marked as read and the blue dot is removed.
Tip: To stop receiving notifications for a specific ticket, open the ticket and click Unwatch in the Watchers section of the right-hand sidebar.
Best Practices
Following these guidelines helps ensure your tickets are resolved as quickly and efficiently as possible.
- Use a descriptive ticket title — avoid vague titles like “Issue” or “Problem”. A clear title such as “Terminal offline at Store #42 — unable to process payments” helps the team triage faster.
- Set the correct priority — only use Urgent for issues causing immediate, widespread disruption. Raising the priority unnecessarily can delay resolution of genuinely critical tickets.
- Select the right type — the correct issue type routes your ticket to the most relevant team within Surfboard.
- Link a merchant where relevant — if the issue is specific to one merchant, always link them so the support team can look up their account details without needing to ask.
- Include as much detail as possible upfront — describe what happened, what you expected, and the steps that led to the issue. Attach screenshots or logs where available.
- Respond promptly when status is Action Needed — this status means the Surfboard team is waiting on information from you. Delays may affect how quickly your issue is resolved.
- Monitor your notifications — keep an eye on the bell icon so you don’t miss a reply. You can also check the Action Needed tab in the ticket list at any time.
For queries you can also email support@surfboardpayments.com.