Everything you need to know about our support ticketing system. Learn how to create, track, and manage your support requests.
Our ticketing system makes it easy to get help. Follow these steps to submit and track your support requests.
Describe your issue with a subject, select a category and priority level.
Receive a unique TKT-XXXXXXXX reference to track your request.
Monitor your ticket status and add replies from your account dashboard.
Our team resolves your issue and you can close the ticket when satisfied.
Selecting the correct category helps our team route your ticket to the right specialist and resolve it faster.
General inquiries, questions about the platform, and account-related requests.
Technical issues, bugs, login problems, and website functionality concerns.
Payment questions, invoice issues, wallet balance, and transaction inquiries.
Product availability, details, quality concerns, and listing questions.
Delivery status, shipping methods, delays, and tracking information.
Return requests, refund status, exchange policies, and compensation.
Choose the priority level that matches the urgency of your issue. Higher priority tickets receive faster responses.
General questions, feature suggestions, non-urgent matters.
Standard issues affecting your experience. This is the default priority.
Urgent problems affecting orders, payments, or account access.
Critical issues requiring immediate attention — failed payments, security.
Every ticket goes through these stages. You’ll be notified at each step so you always know what’s happening.
Your ticket has been submitted and is waiting to be reviewed by our team.
A support agent is actively working on your request.
Your issue has been addressed. Review the response and close the ticket.
The ticket is completed and archived. You can always submit a new one.
Browse our knowledge base for answers to common questions. Can’t find what you need? Submit a ticket and we’ll help.
Describe your issue and our team will get back to you. Choose a category and priority to help us route your request efficiently.
Submit a TicketView all your tickets, track their status, add replies to ongoing conversations, and close resolved tickets from your account.
Go to My TicketsOur support team is available Sunday through Thursday. Don’t hesitate to reach out — we’re here to help you succeed on Mazad.
