Support Tickets and Feedback
Manage ecommerce support tickets, customer replies, product feedback, ratings, and order context from SellApp.
Tickets and feedback help you keep ecommerce customer service and customer sentiment close to the orders that created them.
Tickets
Open Tickets to manage support conversations.
Customers can create support tickets from the customer portal. Tickets include a title, customer information, optional order reference, status, and message thread.
From the dashboard, you can:
- Read and reply as the store.
- Close or reopen conversations.
- Archive tickets you no longer need in the active view.
- Follow the order reference when the ticket is tied to a purchase.
Keep replies specific and include the order context when possible. It saves back-and-forth and makes support feel less generic, especially for delivery, access, payment, or subscription questions.
Feedback
Open Feedback to review customer ratings and messages.
You can search feedback, filter by star rating, sort the table, and jump back to the related order when you need more context.
Feedback is tied to the product, variant, and order when available, so it can help you spot issues like unclear digital delivery text, bad stock, confusing checkout fields, or products that need better setup instructions.
Turn feedback into action
Use feedback patterns to improve your store:
- Repeated delivery confusion means the product instructions need work.
- Repeated support tickets about the same issue may need an FAQ.
- Positive feedback can become a story, testimonial, or storefront proof.
- Low ratings on one variant may mean the offer or product copy is misaligned.