What lands on my Tickets page?

The navigation calls it Tickets — Operations → Tickets on the web, Inbox → Tickets in the mobile app — but the page a tuner opens is headed Dealer requests, and it holds order conversations from your dealers. Support tickets are requests to TheTuningGroup and never route to a tuner, so they do not appear here.

What is on the Dealer requests board?

The board lists the order threads for orders routed to your workspaces — never the platform pool, never another tuner's threads. Threads a dealer is waiting on come first, so the list reads top-down as a work queue.

Each row carries the vehicle as its title, a preview of the last message, how long ago it arrived, and an unread count. Under that sit the chips: Order chat for the thread type, Awaiting reply when the dealer spoke last and nobody has answered, a muted No reply needed on a thread you have marked as owing nothing, and Resolved once the thread is closed out. An empty board reads "No conversations yet."

How do I filter the board?

The search box ("Search requests") matches the subject, the vehicle and the last message. Beside it are the status chips: All, Open, Pending, Resolved, Closed.

Open is where new work sits: a request a dealer raised from an order page arrives already marked open, so it matches that chip from the moment it lands. Resolved and Closed hold what you have finished with. A few older threads carry no status at all and appear only under All, so switch to All if you are hunting for a request you cannot otherwise find.

What am I expected to do with a request?

Open the thread and answer it. The reply box is the same messenger as everywhere else: type, drag files in, send.

When the question is settled, press Resolve in the thread's action bar. That clears the Awaiting reply chip and marks the thread Resolved; the same button becomes Reopen if the dealer comes back.

Not every thread needs resolving to leave the queue. A dealer who signs off with "thanks, got it" has still spoken last, so Awaiting reply stays lit over a thread with nothing to answer. Hover that row and press the tick, No reply needed: the chip goes muted, the row drops out of the waiting-on-you block at the top, and nothing else moves — the thread keeps its status, the order is untouched, and the dealer is not notified. Needs a reply after all on the same button puts it back, and so does the dealer's next message.

The rail on the right of a thread (on a narrow screen, tap the thread header to open Details) gives you the context without leaving the conversation:

• Conversation — the type, when it was opened, how many participants, and whether it is assigned.
• Linked order — the vehicle, the requested stage, the order's current status and its price in credits, with Open order taking you to the job itself.

Resolving a thread never changes the order. An order still moves through the work queue on its own controls (work-queue).

Where are the real support tickets then?

Tickets — billing, account and technical questions — are opened by dealers against TheTuningGroup and routed to the platform admins. The dealer's side of that is getting-help. You will see a ticket only if an admin adds you to one, and then it shows up in Messages under the Tickets filter, not on this board.

To raise something with the platform yourself, open Communication → Messages, press New → New chat and pick TheTuningGroup Support.

A dealer says they messaged me and I see nothing

Check three things before chasing it:

1. The order is in one of your workspaces. A pool order nobody has claimed belongs to the platform admins until it is claimed, so its thread is not on your board.
2. It was an order chat, not a direct message. Direct and group chats live in Messages (tuner-inbox).
3. The status chips are on All.

Still missing? Message TheTuningGroup Support with the dealer's company name, the vehicle and roughly when they say they wrote — that is enough to find the thread.