How does a customer start a conversation?

From the contact form on your storefront. The page they submitted it from is recorded in the conversation's 'Kaynak' field, and 'Gönderilen sayfayı aç' takes you straight to that page.

Do WhatsApp messages land in this list too?

Yes, if the WhatsApp integration is connected. The list keeps them apart: every row carries a Uygulama içi or WhatsApp badge, and the channel filter shows one at a time.

Can I reopen a conversation I closed?

Yes. A resolved conversation shows a 'Yeniden Aç' button that returns it to İşlemde. The message history is untouched.

Answering and closing support conversations

Filter the conversations your customers open under İçerik > Mesajlar by status, type and channel, reply to them, and close them as resolved.

4 min de lectureDernière mise à jour : 2026-08-30

The Support Tickets plugin collects every conversation a customer opens from your storefront's contact form into a single inbox. In the panel that inbox is called Mesajlar and it sits under the İçerik menu. If WhatsApp is connected, those chats land in the same list, so a customer's question is answered and tracked in one place whichever channel it arrived on.

Avant de commencer

The Support Tickets plugin enabled (from the Eklentiler page)
A published contact form on your storefront — conversations start there
A connected WhatsApp integration if you want WhatsApp chats in the same list

Étapes

Les écrans sont illustratifs ; les données de votre panneau différeront.

Étape 1: Open the messages page
Go to İçerik > Mesajlar. The page opens under the heading 'İletişim' with an unread count beside it. The search box matches name, email or subject; 'Yeni Konuşma' on the right lets you start the conversation yourself.
3 unread
Contact
Search
Search by name, email or subject...
Filter by status
All statuses
Filter by type
All types
Filter by channel
All channels
New Conversation
Contact — exemple de vue du panneau

Étape 2: Narrow the list by status, type and channel

A conversation is in one of four states: Beklemede, İşlemde, Çözüldü, Kapatıldı. The type is chosen by the customer on the form — Genel, Sipariş Desteği, İade Talebi, Şikayet. For a daily routine, set the status filter to Beklemede and the type filter to Şikayet to float the rows that hurt most. Unread rows are shown in bold.

Contact

Filter by status

Pending

Customer	Subject	Status
Selin Aydın	In-app · Order support · My parcel still has not arrived	Pending
Mert Korkmaz	WhatsApp · Return request · The size runs large	In progress
Ayça Demirtaş	In-app · Complaint · The box arrived crushed	Pending
Kaan Efe	In-app · General · Can I try items on in store?	Closed

Clear filters

Étape 3: Open the conversation and reply
Clicking a row opens the full thread. The header carries the customer's name, the channel badge (Uygulama içi or WhatsApp), the type and the status. Type your answer in the composer at the bottom; the 'Müşteri Bilgisi' card on the right shows the contact details, the 'Kaynak' field and a 'Gönderilen sayfayı aç' link — so you can see which page they wrote from without asking.
In progress
Selin Aydın
Customer info
In-app
selin@example.com
Source
Product page contact form
Message
Type your message...
SendMark as Resolved
Selin Aydın — exemple de vue du panneau
Étape 4: Know the 24-hour window on WhatsApp
On the WhatsApp channel you may only send free text if the customer wrote to you within the last 24 hours. When that window closes, a warning and a 'Şablon Gönder' button appear above the composer: you can reopen the chat only with a Meta-approved template. This is WhatsApp's rule, not a setting — in-app conversations have no such limit.
WhatsApp
Mert Korkmaz
The WhatsApp 24-hour window is closed. The customer must message you first, or you must open a new chat with an approved template.
Send template
Mert Korkmaz — exemple de vue du panneau
Étape 5: Close it, and reopen if needed
When the work is done press 'Çözüldü Olarak İşaretle'; the status becomes Çözüldü and the row drops out of your working list. If the customer writes back about the same thing, 'Yeniden Aç' puts the conversation back into İşlemde. Nothing is deleted: a closed conversation stays searchable, so close a thread because it is finished, not to tidy the list.
Resolved
Ayça Demirtaş
Status updated successfully
Reopen
Ayça Demirtaş — exemple de vue du panneau
Étape 6: Start the conversation yourself
'Yeni Konuşma' lets you write first. Pick the customer, then the channel — Uygulama içi or WhatsApp; WhatsApp needs the customer's phone number on file. The subject is optional. If you choose WhatsApp you are asked for an approved template instead of free text, and you can write normally once the customer replies.
New conversation
Start a new conversation with a customer, in-app or over WhatsApp.
Select Customer
Selin Aydın · selin@example.com
Channel
In-app
Subject (optional)
Enter a subject...
Message
Type your message...
Start ConversationCancel
New conversation — exemple de vue du panneau

Conseils

Issue the coupon and the refund without leaving the thread

The 'Yönetici İşlemleri' panel beside the conversation offers 'Müşteri İçin Kupon Oluştur' and, for the linked order lines, 'Ürünü İade Et'. You can mint an apology coupon and paste the code into the same chat without a trip to the orders screen. If the customer has no account the coupon is a general one and you must share the code in the chat yourself.

Ayarlar > Destek Talepleri is not your customer inbox

Two places in the panel sound alike. Your customers land in İçerik > Mesajlar. Ayarlar > Destek Talepleri is where you write to the Mağazamhazır support team; a ticket you open there is invisible to your customers, and their messages never appear there.

Questions fréquentes

How does a customer start a conversation?: From the contact form on your storefront. The page they submitted it from is recorded in the conversation's 'Kaynak' field, and 'Gönderilen sayfayı aç' takes you straight to that page.
Do WhatsApp messages land in this list too?: Yes, if the WhatsApp integration is connected. The list keeps them apart: every row carries a Uygulama içi or WhatsApp badge, and the channel filter shows one at a time.
Can I reopen a conversation I closed?: Yes. A resolved conversation shows a 'Yeniden Aç' button that returns it to İşlemde. The message history is untouched.