GarrioDocs
Install on Shopify

Getting Started

Overview
Setup Hub & Home
Set up Garrio for your store
Choose a Plan
Choose Your Features
Feature Setup Screens
Store Settings & My Settings
Your AI Assistant is Ready

App Home

Overview

Queues

Overview
Email Thread
Escalation Detail

Tasks

Overview
Task Detail

Knowledge

Overview
Setup Guide

Insights

Overview
Customer Satisfaction
Product Reviews
Product Feedback
Feedback Cluster Detail
Revenue Impact
Transcripts
Transcript Detail

Settings

Overview
Account
Profile
Notifications
Referrals

Help

Overview
Support Tickets
Ticket Detail
New Ticket
Community Forum
Community Post
New Post
Docs
/Help
/Support Tickets

Support Tickets

View and manage all your support tickets with the Garrio team. Track active issues, follow the conversation, and create a new ticket when you need help from Garrio itself rather than from your customer support work.

Support Tickets Preview

This is how you'll see all your support tickets. Use tabs to filter by status, search to find specific tickets, and click any ticket to view the full conversation.

    Info1Filter tickets by status: All, Open (includes In Progress), Resolved, or Closed. Badge shows count for each category.
    Info2Search tickets by subject or description. Full-text search helps you quickly find tickets about specific topics.
    SubjectTypeStatusPriorityOpened ByCreatedReplies
    #abc12345 Chat widget not appearing on mobileBUGAttentionIn ProgressCriticalHighWill Deines2h ago3
    #def67890 Question about email integration setupQUESTIONInfoOpenInfoMediumWill Deines1d ago1
    #ghi24680 Feature request: Multi-language supportFEATURE_REQUESTInfoOpenInfoMediumWill Deines3d ago2
    #jkl13579 Billing question for annual planBILLINGSuccessResolvedLowWill Deines5d ago4
    Info3Each ticket shows its ID, subject, type, status, priority, who created it, when it was created, and reply count. Click any ticket to view the full conversation.

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    Install Garrio on Shopify

    Understanding Support Tickets

    The Support Tickets page is your central hub for communicating with the Garrio team. Every ticket you create appears here, and you can track its progress from submission to resolution.

    Ticket Types

    Bug: Report issues with Garrio functionality, like features not working as expected.

    Question: Get help understanding how to use Garrio or best practices for your setup.

    Feature Request: Suggest new features or improvements to existing functionality.

    Billing: Questions about your plan, invoices, or payment methods.

    Ticket Statuses

    InfoOpen— Ticket submitted and awaiting response from Garrio team.
    AttentionIn Progress— Team is actively working on your issue.
    SuccessResolved— The issue appears complete, but you can still add more context while the ticket remains open to replies.
    Closed— Ticket is closed and archived.

    Priority Levels

    CriticalHigh— Critical issues affecting your store, customer support operations, or revenue.
    Info4Priority helps the Garrio team understand how urgent the issue is. It affects how the ticket is handled, but it is not a guaranteed reply timer.
    InfoMedium— Important questions or bugs that need follow-up but are not business-blocking.
    Low— General questions, planning help, or lower-impact cleanup.

    Tickets are separate from customer-facing Queues. Use them when you need Garrio support for setup, bugs, billing, or product questions. Use Queues and Tasks for your own merchant operations.

    Info5Need help right now? Create a ticket to get support from the Garrio team. Include screenshots and detailed information for faster resolution.