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Feature

Support tickets and Intercom or Zendesk sidebars for subscription apps

RevenueDot stores the support requests customers send from the RevenueCat SDK's Customer Center, emails each one to your support address and lists it in the dashboard. Its Intercom inbox app and Zendesk sidebar app show the customer's subscription, entitlements, total spent, refunds and open tickets next to the conversation.

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Free up to $10,000 a month in tracked revenue. Works with the RevenueCat SDK you already ship.

The RevenueDot Support page on the Tickets tab. An open ticket from wren@example.com says they were charged twice for the weekly plan. A side panel shows the sender, app user ID, time received and status, with Reply by email and Close ticket buttons.
A ticket from the Customer Center, with the customer's app user ID and a Reply by email button.

Tickets from the app

A customer writes from the Customer Center, and RevenueDot emails it to you with Reply-To set to the customer.

Flood limits

5 tickets an hour per customer, 20 per device and 100 per project, so a leaked SDK key cannot flood your inbox.

Intercom inbox app

A Canvas Kit app in your workspace, with every request signed and checked.

Zendesk sidebar app

A private ticket sidebar app that looks the requester up by email.

Steps

How to turn on Customer Center support tickets

  1. 01

    Open the settings

    Go to Lifecycle, then Support, then the Customer Center tab.

  2. 02

    Enter the support email

    Tickets are sent there, with Reply-To set to the customer's address, so you answer from your inbox.

  3. 03

    Turn on tickets and choose who may write

    Switch on Let customers create tickets, and choose customers with an active subscription, without one, or everyone.

  4. 04

    Choose the details in the email

    Include app user ID, active entitlements, total spent, customer since, last opened, app version, country, device and more.

How do you connect Intercom?

The Intercom inbox app is a Canvas Kit app that you create in your own Intercom workspace. Intercom calls RevenueDot directly, and RevenueDot checks every request's signature, so no API key is involved.

  • In the Intercom Developer Hub, create an app and open Canvas Kit. For the Inbox, set the initialize URL to https://api.revenuedot.app/v1/support/intercom/{project_id}/canvas, with your project ID.
  • Copy the app's client secret from Basic information, paste it into Integrations, then Intercom inbox in RevenueDot and select Connect Intercom inbox.
  • Install the app in your workspace and add it to the inbox sidebar.
  • RevenueDot finds the customer by the contact's user ID, which should be your app user ID, then by the contact's email against the $email attribute.

How do you connect Zendesk?

The Zendesk app is a private ticket sidebar app whose source is in the RevenueDot repository under integrations/zendesk-app. It looks the requester up by email.

  • In RevenueDot, create a secret key with only the customer_information:customers:read permission.
  • Zip the app folder and upload it as a private app in Zendesk's Admin Center.
  • Fill in the RevenueDot API URL, the project ID and the secret key. Zendesk keeps the key as a secure setting, so agents' browsers never see it.
  • Self-hosted servers add their host name to the manifest's domainWhitelist before uploading.

How do you use the support summary from your own help desk?

Any other help desk can call the support summary from its backend with a secret key. The answer has the customer's status, active entitlements, each subscription with its store, auto-renew state and expiry, total spent, refund requests, open tickets and a link to the customer in the dashboard. Call it from your backend, never from code that runs in an agent's browser.

Support summary by emailcurl
curl "https://api.revenuedot.app/v2/projects/$PROJECT_ID/support_summaries?email=wren@example.com" \
  -H "Authorization: Bearer $REVENUEDOT_SECRET_KEY"

FAQ

Support: questions people ask

How do I let customers contact support from my iOS or Android app?

Turn on tickets under Lifecycle, Support, Customer Center in RevenueDot, enter your support email and choose who may write. The RevenueCat SDK's Customer Center then shows a write-to-us option, and each ticket is stored, emailed to you with Reply-To set to the customer, and listed in the dashboard.

Can I see a customer's subscription in Intercom?

Yes. The RevenueDot Intercom inbox app is a Canvas Kit app you create in your workspace. It shows the customer's status, entitlements, plan, store, renewal date, total spent, refund requests and open tickets in the inbox sidebar, with a link to the dashboard.

Is there a Zendesk app for subscription data?

Yes. RevenueDot ships a private Zendesk sidebar app. It finds the ticket requester by email through the support summary API and shows their subscription state. You upload it from the repository in Zendesk's Admin Center and set the RevenueDot URL, project id and a read-only key.

How does RevenueDot stop support ticket spam?

A customer can send 5 tickets an hour, one device 20, and a whole project 100. The customer's email must be one plain address and the message is cut at 5,000 characters, so a leaked SDK key cannot flood your inbox.

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