Using the Ticket Portal
The Ticket Portal is designed to help you view and participate in your open tickets, all in one place. It’s not a tool for creating new tickets directly. Instead, it gives you more transparency into what’s happening behind the scenes and lets you keep track of your conversations with our team.
Who Can Use the Ticket Portal
Because the Ticket Portal shows all tickets submitted by your business, access is limited to a small group of users—usually owners, managers, or other designated leadership roles. This helps protect sensitive information and keep your account secure.
The Ticket Portal is specifically intended for:
Owners
Upper management
Designated leadership roles
We’ll work with you one-on-one to confirm exactly who should be set up. Because this feature is still in beta, not every business will qualify, and availability is limited.
If you’re interested, just reach out to your main Walla contact or Support. We’ll talk it through together, answer any questions, and see if this is the right fit for you and your team.
How Access Works
The portal is not enabled by default for every business or every staff member.
To turn it on, you’ll need to provide us with the names and email addresses of the people you’d like to have access.
Those email addresses must match the ones connected to your Walla logins.
Important: Anyone you authorize will be able to see every ticket your team has submitted, including tickets created by other users at your business.
What You Can (and Can’t) Do
✅ View and Manage Existing Tickets
You can search, filter, and sort your tickets to find what you need quickly. When you click into a ticket, you’ll see details like the status, title, description, and the conversation thread itself.
✅ Join or Continue a Conversation
If you’d like to follow up, just click Send us a message in the ticket. This will open the Messenger on the right side of your screen so you can pick up where you left off.
🚫 You can’t create new tickets directly in the portal.
When you send a message in the Messenger, our team reviews it and determines whether it should become a formal support ticket. The ticketing step is something we manage internally—so while you can see updates and participate in the thread, you’re not the one creating or closing tickets yourself.
Ticket Status and Process
You may notice that ticket statuses sometimes look different across tickets (e.g., Open, In Progress, Closed). That’s normal—our team manages statuses based on our internal workflows and recordkeeping.
You won’t be able to set or change the status yourself. We do this to keep our processes consistent and accurate on the support side.
We’re working on more detailed articles that will explain our full support process, but for now, just know that we decide how tickets are categorized, closed, or merged.
Where to Access the Portal
You can access the Ticket Portal from the homepage of Walla’s Support Center when logged in as an approved user.
What You’ll See in the Portal
When you open the portal, you’ll see a table of your tickets that includes:
Ticket ID and Title (for example, bug reports may include a WSU number in the title)
Type and Status
Created and Last Updated Dates
Short Description (when available)
Not all tickets will have the same level of detail—some types, like bugs, may show less information. Over time, we’ll expand what you can see here.
🔍 How to Find What You Need
From this view, you can search, filter, and sort to quickly track down specific tickets:
Search: Use the search bar at the top to look up tickets by title, description, or ID. (Heads up—search only matches exact keywords right now.)
Filter: Narrow things down using the filters at the top. You can filter by ticket type, status, created or updated date, and who created the ticket.
Sort: Click any column header to sort by ticket ID, type, status, creation date, or last updated date.
When you click into a ticket, you’ll see all the details, including its status, description, and unique ticket ID.
✉️ Joining or Following a Conversation
Need more context? Just hit Send us a message, and you’ll be taken straight into the linked conversation in Messenger. If you’re not already part of that thread, you’ll see an option to Join conversation so you can follow along or jump in with questions.
💡 Note: The Tickets Portal is only available on desktop. Mobile devices are not currently supported.
✨ Limitations & Expectations
The details you see in the portal—like ticket titles, descriptions, and statuses—are fixed. We aren’t able to edit or reformat past tickets retroactively.
You might notice that older tickets look a little inconsistent. That’s totally normal—our processes have evolved quite a bit since we first adopted Intercom back in July 2024.
Since the Ticket Portal is still in beta, we’re actively refining how it works as we learn from real use. Thanks for being part of this early group and sharing feedback—it really helps us keep improving the experience.