Responding to Tickets
Learn how to respond to customer support tickets effectively.
Opening a Ticket
Click any ticket in your inbox to view the full conversation. You'll see:
- Complete message history
- Customer information (linked from Shopify)
- Order information (if available)
- Internal notes from your team
Writing a Reply
- Type your response in the reply box at the bottom
- Use Quick Responses by typing
/followed by a shortcut - Attach files if needed (click the attachment icon)
- Click Send Reply
Using Quick Responses
Quick responses save time on common questions:
- Type
/in the reply box - Start typing the shortcut name (e.g.,
/ship) - Select from the dropdown
- The template is inserted - customize if needed
- Send your reply
Adding Attachments
To attach files to your reply:
- Click the attachment icon (paperclip)
- Select files from your computer
- Files appear below the reply box
- Click X to remove any unwanted files
- Send your reply with attachments
What Happens When You Reply
- Customer receives your reply via email
- Ticket status changes from Open to Pending
- Conversation is saved in the ticket history
- If customer replies, status goes back to Open
Tips for Great Responses
- Be personal - Use the customer's name
- Be clear - Avoid jargon, explain steps simply
- Be helpful - Anticipate follow-up questions
- Be prompt - Faster responses mean happier customers