Answer customer questions from your store

What the Support page is for

When someone fills in the contact form on your store, it becomes a support request (a ticket). Signed-in customers can also see their requests in their account and reply there.

Each ticket shows the customer's name, email and the type of request, the full message thread, a reply box, and Resolve and Close buttons.

Open tickets come first. The chips filter by status; the search looks in subject, name and email.

• You need the "Manage support" permission to open Support.
• Support requests carry no prices or payments. For money questions, open the customer's order or udhaar.

Answer a request in 3 steps

1. 1

   Open the Open tickets

   Support → Open

   Read the customer's message and anything they wrote before in the thread.

2. 2

   Write your reply and tap Reply

   Type in "Write a reply…" and tap Reply. The ticket becomes Pending (waiting for the customer). If the customer left an email, they get your reply by email.

3. 3

   Resolve it when done

   Tap Resolve when the question is answered. Tap Close for a ticket that needs nothing more, for example spam.

Ticket statuses

• Open: new, or the customer replied. It needs you.
• Pending: you replied. Waiting for the customer.
• Resolved: answered.
• Closed: finished, nothing more to do.
• If a signed-in customer replies to a ticket, it goes back to Open by itself.

Email alerts

When a new request comes in, Slaby emails the contact email in Settings → Branding with the subject and message. Set that email so you never miss one.

To protect your store's email limit, these alerts stop for the day after a set number; the tickets still arrive here.

What the labels mean

Open

A ticket waiting for your reply.e.g. Where is my order?

Pending

You replied; waiting for the customer.e.g. Replied today

Resolved

The question is answered.e.g. Size exchanged

Closed

Nothing more to do, including spam.e.g. Spam

Read next

• OrdersCheck an order a customer asks about.
• ReturnsHandle a return request.
• Emails and order alertsWho gets store emails.

Common questions

Where do support tickets come from?

From the contact form on your store. Signed-in customers can also reply from their account.

Does the customer get my reply?

Yes, by email if they left one. Signed-in customers also see it in their account.

Why didn't I get an email for a new ticket?

Check the contact email in Settings → Branding. Alerts also pause for the day after a set number, but the ticket still shows here.

What is the difference between Resolve and Close?

Resolve means you answered the question. Close means nothing more is needed, for example spam.

A closed ticket got a new reply. What happens?

When a signed-in customer replies, the ticket goes back to Open so you see it.

Who can answer tickets?

Anyone with the "Manage support" permission. Add it to a role in Settings → Roles & permissions.