For Sellers and shops
Ask Satu and Help tickets
The Ask Satu button guides you through using Satupack and creates a ticket if you get stuck. Follow team replies in Help tickets on the web, cashier, and app.
Updated · Managing the shop
https://satupack.com/en/bantuan/tiket-bantuan-tanya-satu
The Seller Center and the apps are shown in Indonesian. Menu and button names in bold are the exact labels you will see, with the English meaning in brackets where it helps.
Steps
Press the floating Ask Satu button at the bottom right of Seller Center or the cashier (in the phone app: Account menu, then Ask Satu and tickets).
Type your question. The assistant guides you and links to help guides; it cannot see your shop data. If the assistant is not active yet, you are asked to create a ticket.
Stuck? Press Create ticket, pick a category, write a short title and describe the problem. The menu you have open is sent automatically. Never write passwords or verification codes.
See replies in My tickets or the Help tickets menu (Team and Settings). A red dot or number means a new reply. You can reply while the ticket is not done.
When a ticket is Done, you are told by email and WhatsApp (if a number is on file). Problem not solved? Press Reopen within 30 days.
Tips
- Tickets are accepted 24 hours a day; answered Monday to Saturday, 08:00 to 17:00 WIB.
- Shop owners see all tickets of their shop; team members only see tickets they created.
- Limit of 10 tickets per day per shop and 30 questions per day to the assistant; add a reply to the existing ticket if it is the same problem.
Common questions
Can the assistant change my shop data?
Only simple actions you approve first through the Yes, do it preview (e.g. opening hours or shop description), using your own permissions, and undoable for 24 hours. The assistant never touches money, bank accounts, withdrawals, or team permissions.
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Related guides
- Contacting Customer CareReach the Satupack team by WhatsApp, phone, or email for order, payment, or account issues; replies arrive within one working day and never ask for your password.
- User Access: managing team and cashier permissionsInvite staff with a code, then set their permissions down to single rights: ready-made packages, reusable named Custom packages, and cashier-app rights.
- Shop security: limits, alerts, cashier PIN, and approvalsThe server rejects team actions beyond the limits (voids, discounts, manual QRIS, large POs, returns, stock) and every risky event alerts you; limits can be changed.
- Toko libur: scheduling shop holidaysDuring a holiday buyers cannot order and are redirected to another nearby shop; orders already placed are still processed.
Still need help?
Our team replies within 1 working day.