After a support chat finishes, an email with the transcript is sent.
From: Support Agent name (Shopify) <support@shopify.com>
Subject: Shopify Support Chat Logged
In the content of the email the following is written:
To add further comments, just reply to this email and you’ll hear from us soon!
However, when answering that email, I get the following:
Subject: Thank you for contacting Shopify
From: Shopify (Shopify) <support@shopify.com>
Body:
Hi Joda,
Thanks for reaching out to Shopify Support!
Quick heads-up: this email address isn’t monitored and a support ticket hasn’t been created.
For the fastest help, visit our AI-powered Help Center to find the answers you need or connect with a live Support Advisor at any time.
We’ve created a custom Help Center link to help with your issue:
https://help.shopify.com/en/search/?q=staff+permissions+shipping+delivery+settings+non-default+packaging+order+select+changeAnd here’s what else you’ll find in the Help Center:
- AI-powered instant answers and personalized suggestions
- A fast path to a live Support Advisor with pre-authentication to save time
- 24/7 availability so you can get help whenever you need it
Trouble logging in or authenticating?
You can try resetting your password using this step-by-step guide. If you still need help you can contact our Support Team.We’re excited to help you get back to building your business.
Shopify Support
Either the feature should be re-enabled or the wording needs to change.
I would prefer to keep the ability to follow-up on support issues without having to ask the support agent to specifically send a separate email that it is possible to reply to.
I couldn’t find a category in this or the other forum that fit better for this issue.