Help Requests keep a customer-visible support conversation and status in the Company workspace. Company owners and administrators can follow requests from all company stores; other eligible users see only the requests they opened.
Submit a useful request
Open Company → Help Requests, choose New request, and enter a specific subject and description. Select the closest category: Reports, Billing, Payments, Register and ordering, Devices and printing, Store setup, Connected services, Sign-in and access, Business information, or Something else.
Choose priority by business impact:
- Store operations stopped only when the store cannot continue the affected operation.
- Important for a serious issue with a workable temporary path.
- Standard for normal support work.
- Question or suggestion when operations are not impaired.
Include the affected store, module, exact action, time and timezone, user role, device or report name, current status, and the last successful attempt. Never include passwords, MFA codes, POS PINs, payment card data, cookies, API keys, or database URLs.
Follow status and customer-visible updates
After submission, open the case number under Requests. Statuses mean:
- Received: the request was recorded.
- In progress: support is working on it.
- Waiting for your reply: your team needs to provide information.
- Ellich is reviewing: internal investigation is continuing.
- Resolved: a resolution has been recorded.
- Closed: the conversation no longer accepts replies.
A progress-update banner confirms that a customer notification was recorded. The conversation shows messages shared with your company; Ellich internal notes remain private.
Reply or continue after closure
Open the request, write the requested evidence in Reply, and choose Send. The reply uses the current case version so an outdated browser view cannot silently overwrite a newer update. Reload the request if a version conflict or stale-state error appears.
Closed requests cannot receive another reply. Open a new request, reference the earlier case number, and explain what changed or why the problem returned. Do not create repeated urgent cases for the same event unless store operations are still stopped and the earlier request is no longer usable.