Shopify support tickets

Support tickets that already know the order.

Ticketline adds order-linked support tickets right inside your customer accounts. Customers raise a ticket from their account, and it arrives with the order already attached.

Add Ticketline to Shopify → See how it works

From $4.99/mo · 7-day free trial · No live chat to babysit

#TL-2043 Open

Wrong size received

Hi, the jacket arrived in M but I ordered L. Happy to swap it — what's the next step?

MR Maya R. 📎 receipt.jpg

Order #1188 attached

Ridgeline Jacket — Size M SKU RJ-201-M · qty 1

Placed May 3 Total $128.00

The problem

Your support lives in three places, and none of them agree.

Once you pass a handful of orders a day, a shared inbox stops being a system and starts being a liability.

01

"Which order is this?"

Every email is a scavenger hunt. You copy an address into search, guess at the order, and hope it's the right one before you reply.

02

Things fall through

No status, no owner, no history. A message read at 11pm is a message forgotten by morning, and the customer notices.

03

Silence becomes a dispute

When a customer can't reach you easily, they don't wait. They open a chargeback with their bank instead, and now it costs you.

How it works

Tickets where your customers already are.

No new tool for them to learn, no separate portal to log into. It's built into the Shopify customer account.

1

The customer raises a ticket

From the order status page or their account, a customer opens a ticket in a couple of clicks and attaches a photo if they need to. No email, no external form.

2

It lands with the order attached

The ticket arrives in your dashboard already linked to Order #1188 — line items, date, total, and attachments included. You never go hunting again.

3

You resolve it, they stay informed

Reply, change the status, and close it out. The customer gets an email update at each step and can follow the whole thread from their own account.

Why merchants keep it

Organized support without the enterprise price tag.

Every ticket knows its order

Order details and attachments are linked automatically. Stop copy-pasting order numbers between tabs.

Nothing new for customers

Tickets live in the account they already use. No separate helpdesk login, no widget they'll ignore.

Automatic email updates

Customers hear from you at every status change, so "any update?" emails stop landing in your inbox.

One organized dashboard

Every ticket, status, and thread in a single view inside Shopify admin. Assign it, sort it, close it.

Add your team

Growth and Pro plans include team member seats, so support isn't stuck behind one person's login.

Fewer disputes

An easy way to reach you keeps small issues out of the chargeback queue, where they get expensive fast.

The money angle

A ticket is cheaper than a chargeback.

When a frustrated customer has no clear way to reach you, their next move is their bank or PayPal. Ticketline gives them a two-click path to a ticket instead — before the dispute is ever filed. It's the difference between a quick reply and a fee, a lost sale, and a dent in your dispute rate.

2 clicks

from the order page
to an open ticket —
no login wall, no email chain

Where it fits

The sensible step up from email.

Ticketline isn't trying to replace a full helpdesk suite. It's the right tool before you need one, and the only one that lives inside the customer account.

Shared inbox

Ticketline

Full helpdesk

Tickets linked to the order

Manual

Automatic

Lives in the customer account

No

Yes

No

Setup time

Already there

Minutes

Days

Starting price

Free-ish

$4.99/mo

$60+/mo

Pricing

Straightforward pricing, no per-seat surprises.

Every plan includes a 7-day free trial. Switch to annual and save up to 25%.

Pro

$ 19.99 per month
or $ 179.99 / year - save 25%

Unlimited Tickets
10 team members
Email notifications
20MB x 10 attachments
Custom issue types
Order linking

Starter

$ 4.99 per month
or $ 49.99 / year - save 17%

150 Tickets/month
1 team member
Email notifications
5MB x 3 attachments
Custom issue types
Order linking

Growth

$ 8.99 per month
or $ 89.99 / year - save 17%

400 Tickets/month
3 team members
Email notifications
10MB x 5 attachments
Custom issue types
Order linking

Questions

Good things to check before you install.

Where do customers create a ticket?

From the order status page after checkout, or from a dedicated support page inside their customer account. Both open a ticket that's automatically tied to the relevant order.

Is this a live chat?

No, and that's on purpose. Ticketline is an async ticket system; customers raise a ticket, you reply on your own time, and everyone gets email updates as it progresses. There's no chat window to sit and watch.

Do my customers need a Shopify account?

Ticketline works with Shopify customer accounts, where each customer sees their own tickets and order history. Tickets can also be started from the order status page tied to a specific order.

What data does Ticketline access, and why?

Order and customer details, so it can link each ticket to the right order and notify the right person by email. That's the whole point of the app. Full detail is in our privacy policy, and we keep the requested access to what the ticketing flow actually needs.

Can I add my team?

Yes. The Growth plan includes 3 team member seats and Pro includes 10, so support doesn't get stuck behind a single login. Starter is built for a solo merchant with one seat.

Is there a free trial?

Every plan comes with a 7-day free trial, billed through Shopify. You won't be charged until the trial ends, and you can cancel any time from your Shopify admin.