Resolution Center
Manage support conversations, response templates, support reasons, quick actions, automation, and resolution reporting.
The Resolution Center is the dashboard workspace for customer support. It replaces the older ticket view with a support queue, richer customer context, reply templates, and more.
Open Resolution Center to manage support conversations.
Support queue
The support queue shows customer conversations for the current store. Tickets can be tied to an order, but they can also be general support requests when the customer does not have an order reference.
Use each ticket view to:
- Read the full conversation thread.
- Reply to the customer.
- See related order and customer context when available.
- Close, reopen, archive, or unarchive a conversation.
- Apply supported resolution actions.
Customers can manage their own conversations from the customer portal under Support.
Reasons and templates
Support reasons help categorize requests. You can use them to guide the customer when they create a ticket and to route common issues into clearer support workflows.
Response templates help staff reply consistently to repeated questions. Templates can include placeholders for customer, order, refund, and wallet context.
Automation
Support automation lets you create auto-response rules for common scenarios. Rules can match request details such as reason, products, and refund limits, then send a response or perform a supported resolution action.
Keep automated actions narrow. Review the daily refund and wallet-credit limits before enabling rules that can move money.
Reporting
Use the resolution report to monitor support outcomes. The report helps you see how tickets are being resolved and whether support patterns point to product, delivery, payment, or checkout issues that need attention.