A ticket should not start with copying an ID
Merchant questions are almost always about one specific thing: a transaction, a payout, an invoice. When support lives in a separate helpdesk, every reply starts the same way — copying identifiers between two systems and hoping nobody mistyped a token. Omwio's Support inbox removes that step by putting the ticket where the record already lives.
Tickets opened from context
A merchant raises a ticket directly from the transaction, invoice or wallet they are looking at. The reference travels with the conversation instead of being pasted into it, so the operator who picks up the ticket is looking at the actual record from the first message, not a description of it.
A queue inside the manager's own panel
Tenant managers work the support queue inside their own panel, under the same RBAC that governs the rest of their access. Support staff do not need broader rights just to answer a question — the permission boundary that already exists for the platform is the same one that applies to the inbox.
Attachments on the same store
Receipts and proofs sent through a ticket use the same document storage and download routes as dispute evidence. Nothing gets duplicated into a second file system, and nothing needs a separate retention or access policy.
One less vendor, one less place for PII
Running support inside the platform means one less SaaS subscription, one less SSO integration to maintain, and one less place where merchant personal data is stored. Because tickets are tenant-scoped and queued, response-time reporting is a property of the platform itself rather than something assembled by hand in a spreadsheet afterward.
Availability
Support inbox is enabled per billing plan. When it is disabled for a tenant, both the panel navigation entry and the underlying API routes are closed.
