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Support

Support in Hilt keeps the buyer conversation attached to the same payment, membership, and receipt trail the merchant already uses elsewhere in the dashboard.

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Use support for exceptions

Support is the right place when:

• payment confirmed but access is not obvious
• the buyer used the wrong identity or handle
• the buyer wants proof of payment
• the buyer needs a manual extension or correction

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What a good ticket should contain

The strongest support tickets include:

• the buyer problem in plain language
• the template involved
• any wallet, handle, or receipt detail that helps identify the purchase
• the next action the merchant is considering

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What a merchant should expect

The support workflow should make it easy to:

• open the ticket
• find the related payment, member, or receipt
• understand what template the buyer purchased
• resolve the issue without losing context

That now includes support-linked actions when the ticket already knows the relevant Hilt ids:

• run provider diagnostics for Telegram or Discord memberships
• retry delivery
• inspect subscription status for recurring access
• open the public proof page
• send the proof link directly from support

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Good support practice

Support is for exceptions, not the normal path. That usually means:

• build templates so most buyers succeed without help
• use support when a buyer falls out of that path
• keep notes inside Hilt so the history is visible later

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Good first response checklist

When a buyer writes in:

1. find the payment or membership first
2. confirm the template they purchased
3. open the receipt if proof is needed
4. decide whether the issue is delivery, identity, renewal timing, or expectation
5. run provider diagnostics when Telegram or Discord access looks wrong
6. retry delivery or inspect the recurring access state if the next action is already clear
7. open or continue the linked delivery support case when rescue still needs a human hand
8. reply with the next concrete action

That sequence keeps support fast and stops the merchant from guessing.

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Common questions

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When should I use Hilt Support?

Use Support when a confirmed payment needs human follow-up, such as access problems, wrong identity details, proof requests, renewal confusion, or manual corrections.

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Why keep support inside Hilt?

Support tickets stay tied to payment, member, and receipt context, so merchants do not have to reconstruct the buyer story from screenshots or separate chat threads.

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What is the best first response to a buyer issue?

Find the payment or membership, confirm what the buyer purchased, open the receipt if proof is needed, then choose the next concrete action from delivery, identity, renewal, or support recovery.