The support inbox

They come from My questions in the member area, from your store's help page and from your buyers' replies to their purchase email. Each conversation shows its Channel. The number next to Support in the menu says how many you have unread.

1. 11. Click Support in the side menu.
2. 22. Open the conversation from Open.
3. 33. Write the Reply and attach a file if needed.
4. 44. Click Reply and resolve, or send the reply and leave the conversation open.

Next to the conversation you see the buyer's purchases and access. That way you answer without looking for their order on another screen. If the buyer writes again, the conversation reopens on its own.

If several people handle support, assign each conversation to whoever is going to answer it. That way nobody answers the same thing twice.

1. 11. Open the conversation and choose the person under Assigned to.
2. 22. Each person filters by Assignment with Assigned to me.

New conversations arrive Unassigned. Check that filter often. Assign conversations to the team explains it.

If the different-sender notice appears, the email does not come from the buyer's address. Check who is writing before giving purchase details, because someone could pretend to be your customer.

In Help page you write the intro text of the page where your buyers write to you without looking for your email. Your store's footer and your member area's footer link it. The support inbox explains it.

Your inbox is up to date. In the next chapter you save the replies you repeat.