Skip to main content
Return to top

What is Support Automation

Ludovica
  • Updated

Purpose: This article explains how to use the Support Automation feature in Sendcloud

Important: Support Automation is an add-on feature and is only available on paid plans. Please contact your Sendcloud account manager if you’re unsure whether this feature is included in your subscription.

Related articles

→ Support Automation: Monitor view

→ Support Automation: Issue Management

→ How do I start an investigation or file a claim for my parcel?

What is Support Automation?

Support Automation is your central place to track, manage, and resolve delivery issues quickly and effectively. Whether you're dealing with missing parcels, delayed shipments, or address errors, this tool gives you full visibility and control across all your carrier investigations and claims.

Why it matters:

  • Resolve delivery issues faster thanks to automated tracking and claim handling
  • Spot problems early with real-time exception monitoring in the Monitor view
  • Reduce manual back-and-forth by letting the system handle claim progress automatically
  • Take control when needed: reply, escalate, or solve issues directly from the dashboard
  • Collaborate efficiently by assigning tickets and receiving investigation notifications

How to Access Support Automation

You can access Support Automation directly in your Sendcloud panel:

Go to the menu on the left:
Support automation → Monitor / Issue Management

The Two Core Sections

Support Automation is split into two key sections:

  • Monitor: Track all your shipments and returns in real time, including delivery exceptions
  • Issue Management: Resolve delivery issues through automated flows and AI-assisted claim handling; file claims, contact carriers, and manage investigations

Monitor View: Stay Ahead of Shipping Issues

The Monitor view gives you a real-time overview of all your shipments and returns, not just exceptions. It’s designed to help you proactively detect problems like delays or address errors before they escalate.

From here, you can:

  • Filter and search shipments by status
  • Bookmark high-priority cases
  • Report an issue with just a few clicks

Learn more about using the Monitor view

Issue Management: Take Action on Claims

Once a problem is detected, the Issue Management section is where you handle it. This is your central workspace to manage support tickets, track claim progress, and communicate with carriers.

Key features include:

  • Tabs for tickets under different contracts (Sendcloud, My contracts, Insurance)
  • Automation of common issue types, like delays or lost parcels
  • Manual control when needed: reply, escalate, or resolve

Learn more about using the Issue management view

Creating a Support Ticket

Support Automation not only helps you track your shipments, but it also enables you to take immediate action when something goes wrong.

Here, you'll find all the available ways to open a support ticket, depending on where you are in the platform. 

From the Monitor View
  • Select a shipment from the list.
  • A bottom action menu will appear.
  • Click the paper airplane icon and choose a cause (e.g., Delay, Lost, Damaged).
  • You’ll be redirected to the Open Ticket form, where you can also upload documents as needed.
  • While completing the ticket, you can also choose to generate an invoice by clicking "I want to generate an invoice for this investigation."
From the Issue Management section
  • Go to Support Automation → Issue Management.
  • Click the + Ticket button in the top-right.
  • The ticket form will appear with key order details automatically prefilled based on your selected shipment.
From the Shipment Details View
  • Go to Shipping → Orders in your Sendcloud panel.
  • Navigate to the Shipped tab and select the relevant shipment.
  • Click the eye icon to open the label details view.
  • You will be redirected to the Support menu, where the tracking number and claim reason will already be pre-filled for you.
  • Fill in the necessary information and upload the required documents (e.g., proof of value, photos, invoice, etc.).
  • Click Submit to send the request and initiate the investigation.

This method allows you to quickly file a claim from a specific shipment’s details page.

Via the Support API

In addition to using the Sendcloud panel, you can also create support tickets via the Support API, ideal for custom workflows or system integrations.

This is currently available for merchants using direct carrier contracts.

Learn more in our API documentation: Sendcloud Support API

Smart ticket creation

Easy Ticket Creation with Autofill

Creating a support ticket is faster and smarter than ever. When you open the ticket form, Sendcloud will automatically prefill key order details based on the shipment you selected.

Here’s what gets autofilled (when available):

  • Parcel contents
  • Sales value
  • Parcel measurements and weight

You can always edit or override prefilled information before submitting the ticket.

Note: In some cases, prefill may not be possible if the order data is incomplete or missing from your integration.

Generate an Invoice for the Investigation

During the ticket creation process, you also have the option to generate an invoice for the investigation.

Here’s how:

  1. In the Open Ticket window, toggle “I want to generate an invoice for this investigation.
  2. A pop-up window will appear where you can enter the invoice details, such as:
  • Number of items
  • Quantity
  • Tax information (especially important for damage or loss claims)

This is particularly useful for damage or loss claims where invoice documentation is required. It ensures that all the relevant information is captured in one go.