If you've ever used a third-party app from the HighLevel Marketplace, you know the drill: something breaks, and you're off hunting for the developer's email address or digging through an external support portal — only to get lost in the shuffle.
That frustrating experience is now a thing of the past. HighLevel has rolled out a native support ticketing system directly inside the App Marketplace, making it effortless for agencies to raise issues and for developers to respond — all without leaving HighLevel.
"Agencies can now create and manage support tickets for 3rd party applications directly from within the App Marketplace, eliminating the need to rely on email or external support channels."
WHAT'S NEW?
The new in-app support ticket feature bridges the gap between agencies and app developers. Whether you're dealing with a bug, need help configuring an integration, or simply have a question about an installed app, you can now handle it all from one centralized location inside HighLevel.
Key Features:
1. Create Tickets from Installed Apps
Raise support requests without switching to email or visiting external websites.
2. Attach Supporting Files
Include screenshots, documents, and other attachments to provide context and speed up issue resolution.
3. Two-Way Communication
Developers respond from the Developer Portal; agencies view and reply directly within HighLevel.
4. Centralized Support Experience
All requests and responses stay tied to the app — easy to track ongoing issues and past conversations.
5. Improved Visibility
Monitor ticket status and developer responses from a single, unified location.
6. Email Notifications
Receive email alerts for ticket creation and any subsequent updates to your ticket.
HOW TO SUBMIT A SUPPORT TICKET (FOR AGENCIES)
Submitting a support ticket is straightforward and takes less than a minute. Here's exactly how to do it:
Step 1: Go to Your Installed App in the Marketplace
Navigate to the App Marketplace inside your HighLevel agency account and open the app you need support for.
Step 2: Click "Raise a Support Ticket"
Look for the support ticket button directly on the app's page and click it to open the ticket form.
Step 3: Describe Your Issue in Detail
Enter a clear description of the problem you're experiencing. The more detail you provide, the faster developers can help.
Step 4: Attach Relevant Files or Screenshots
Use the file attachment option to upload screenshots, error logs, or any supporting documents that help illustrate the issue.
Step 5: Submit the Ticket
Hit Submit. You'll receive an email confirmation, and your ticket will be visible in your support inbox immediately.
Step 6: Track & Continue the Conversation
Check back in the same interface to see developer responses and add follow-up messages as needed.
NOTE: Sub-account admins and users are NOT able to create support tickets. This feature is available exclusively to agency-level accounts.
HOW DEVELOPERS MANAGE TICKETS
If you're a HighLevel Marketplace developer, managing incoming support requests is just as streamlined. Here's how to respond to tickets from your side:
Step 1: Open the Developer Portal
Log in to the HighLevel Developer Portal where your published apps are managed.
Step 2: Navigate to Support Tickets
Find the dedicated Support Tickets section within the portal to view all incoming requests from agencies.
Step 3: Review Incoming Requests
Read through the issue details, attached files, and any prior conversation history.
Step 4: Respond to Agencies
Reply directly from the Developer Portal. Your response will appear in the agency's HighLevel interface in real time.
HOW TO ENABLE THIS FEATURE
The Marketplace support ticketing system is currently available through HighLevel Labs. You'll need to enable it manually before using it.
Enable via HighLevel Labs: Agency View >> Labs >> Marketplace - Developer Support Tickets
Once enabled, the "Raise a Support Ticket" button will appear on all your installed Marketplace apps.
WHY THIS FEATURE MATTERS
Before this update, support for Marketplace apps was fragmented. Agencies would reach out via email, submit forms on third-party websites, or scroll through app documentation trying to find a contact — often with no clear view of where their request stood.
With the new in-app support tickets:
- Agencies get a seamless support experience without ever leaving HighLevel.
- Developers can manage all support requests from one centralized location.
- Communication stays contextual and tied directly to the app in question.
- Support interactions become fully transparent and easy to audit.
- Ticket history builds up over time, making it easier to spot recurring issues.
Every support conversation is logged as a full ticket conversation, ensuring professional-grade ticket management and record-keeping behind the scenes.
FINAL THOUGHTS:
The introduction of in-app support ticketing for Marketplace apps is a significant quality-of-life upgrade for both agencies and developers on the HighLevel platform. By centralizing support communication within the app itself, HighLevel removes friction, improves response times, and creates a more accountable ecosystem for third-party tools.
If you rely on third-party apps in your agency workflows, enabling this feature in Labs should be one of your first moves. Fewer emails, faster resolutions, and all your support history right where you need it.
Source Link: https://ideas.gohighlevel.com/changelog/support-tickets-for-marketplace-apps