Support App

The Support app gives you a place to receive and reply to customer questions. Auto-installed on every store. Customers open tickets from a public form on your storefront; you and your team see them in a dashboard inbox.

What Support provides

Ticket inbox

The Support page is your ticket inbox. Every open ticket shows up here with the customer's email, subject, status (Open / Pending / Closed), and last message time. Filter by status, search by email or content.

Ticket detail

Click any ticket to open the conversation thread. You see the original message, every reply, and metadata about the customer (linked orders, account history). Reply inline; the customer gets your reply by email and can respond from their email or the storefront's customer account.

Customer-facing form

The app contributes a public ticket form to your storefront — typically linked from the footer or a dedicated Help page. Customers fill in their email, subject, and message; on submit, a ticket is created in your inbox. Logged-in customers' tickets are linked to their account; anonymous tickets are tracked by email.

Workflow

1. Customer opens a ticket from your storefront's contact form.
2. You see it in Support and reply.
3. Storra emails the customer your reply. They can reply from email or by signing into their account on your storefront.
4. When the issue is resolved, mark the ticket Closed. The customer can re-open it by replying.

Customer context on tickets

Each ticket detail page shows the customer's order history alongside the conversation. If the ticket is about a specific order ("I didn't get my rank"), you can jump to the order, redeliver, refund, or check the delivery log without leaving the ticket.

FAQ

Can I have multiple agents working tickets?

Yes — every team member with the Support permission sees the inbox. Replies are signed with the agent's name automatically.

Can I reply via email instead of the dashboard?

Replies via email are on the roadmap but not shipped at launch. For now, reply from the dashboard.

Can I disable the support app?

Yes — toggle Support off from Apps. Customers won't see the ticket form on your storefront, and your dashboard's Support page hides. Existing tickets are preserved; if you re-enable Support later, they reappear.

Where do customers find the ticket form?

That depends on your theme. Most themes link to the support page from the footer or have a dedicated Help section. To customize the link, edit your theme's footer or navigation in the visual editor.