Conversations & support
Support tickets and the email inbox
Every human request becomes a ticket; every reply can go out by email from your store's support address.
4 min read · Updated 2026-09-26
How tickets are created
When a shopper asks for a person, the agent collects their email, opens a ticket and assigns it to the least-loaded team member. The shopper gets the ticket number in the chat. You can also create tickets manually.
Work the queue
- Open Leads → Support Tickets.
- Filter by Open, In progress, Waiting or Resolved. Counts update as you work.
- Open a ticket to change its status, assign it to anyone on the team, or reply by email.
- Click Resolve when it's done. Resolved tickets stay searchable.
Good to know
- Reply by email is disabled when the shopper never gave an address; the reason shows on the button.
The inbox
Leads → Inbox collects email threads in one place: support conversations and cart-recovery replies. Each store gets its own Aurevia-hosted address, and you can forward it to your own mailbox.
- Open Settings → Channels → Support inbox to choose the address name and set a forward-to address.
- Reply from the thread panel. Threading is preserved so replies land in the shopper's existing email thread.