Work a ticket

Open any ticket from the Ticket Inbox and you land on a single page that holds the full conversation, customer details, quote, pickup, tags, and AI tools for that ask. This is your daily workspace for one custom order.

Here's what each section does and how to use it.

Compose box

The compose box at the bottom of the thread has two modes:

• Internal note — visible only to you. Never emailed, never DM'd. Use it for pricing math, vendor notes, or reminders to yourself.
• Public reply — sends a message to the customer. This mode is disabled until the ticket has a channel to send through (see below).

Email replies

If the customer has an email address on the ticket, public reply sends an email. Your shop signature from Settings → Your brand is appended automatically. See Logo, colors, and signature to set that up.

Instagram replies

If the ticket came from an Instagram DM and the customer's Instagram ID is present, public reply sends a DM back through Instagram. This requires your Instagram account to be connected in Settings → Social.

A few things can block Instagram replies:

• Instagram isn't connected yet. Connect it in Settings → Social. See Instagram tickets.
• Missing customer Instagram ID. Ask the customer to DM you again and reply with @intopaid so the system can pick up their ID.
• The ticket belongs to a previously connected Instagram account. Reconnect that account, or open a new ticket from a fresh DM.

If none of those fixes apply, add the customer's email and reply by email instead. See Instagram can't reply.

Saved reply templates

If you've created saved replies, you can insert one into the compose box and edit it before sending. Handy for standard pricing lists or "thanks for your order" messages.

Customer

Every ticket has a customer panel with name, email, and phone.

• Email is required for sending invoices, payment reminders, and email replies. If a forwarded email lost the original sender address, fix it here before you quote.
• Phone is shown so you can tap to call or text from your own device. IntoPaid is not an SMS platform — it just stores the number for you.
• Shopify customer — when Shopify is connected, you can search your Shopify customer list and attach (or detach) a matching record. This keeps order history tidy on both sides.

Customers never need an IntoPaid account. They interact through email, DM, and Shopify checkout.

Quote and invoice

Quoting and invoicing happen right on the ticket. Shopify must be connected first — if it isn't, invoicing is blocked. See Connect Shopify.

The short version:

1. Search your live Shopify catalog and add line items.
2. Send a Shopify invoice email. The customer pays through Shopify checkout — IntoPaid never touches the card.
3. When payment clears, the ticket marks itself paid.

You can revise a quote any time before the customer pays. If they've already paid and something needs adjusting, make the change in Shopify and leave an internal note on the ticket. See Revised quotes for the full walkthrough.

Payment reminders are available only after a payment link exists on the ticket. They're separate from pickup reminders.

Invoices also appear under Payments for a bird's-eye view of what's outstanding and what's been collected.

For the complete guide, see Quotes and invoices.

Pickup

Set a pickup date, time, and notes (gate code, "use the back studio door," etc.). When you save a pickup, the scheduled tag is applied automatically and the pickup appears on your Calendar in both month and list views.

An optional automatic pickup reminder can go out a few days before the date. You can skip it on any individual ticket if it doesn't make sense. Pickup reminders and payment reminders are independent — one doesn't trigger the other.

Full details are in Pickup and calendar.

Tags

Tickets have three tags: quoted, paid, and scheduled. You toggle them on the ticket or from the inbox.

• Quoted — you've sent a quote. Apply it so your inbox filters reflect reality.
• Paid — usually set automatically when Shopify checkout clears, but you can toggle it manually.
• Scheduled — set automatically when you lock a pickup date, or toggle it yourself.

Keep these honest and your inbox filters stay useful.

Archive, trash, and read status

These work the same as in the inbox:

• Archive hides the ticket from your main inbox. You can restore it any time.
• Trash moves the ticket to trash. It's recoverable for roughly 30 days, then permanently deleted.
• Mark read / unread so you can flag tickets that still need attention.

AI Ticket Assist

Assist is an opt-in tool you enable in Settings → Your brand. Once on, you can ask it to:

• Summarize the conversation thread.
• Draft a public reply for you to review and edit.
• Suggest applying a customer, products, or a pickup date.

Nothing is sent or applied until you approve it. Assist drafts; you decide.

Each Assist run counts as one "AI ticket." Your inbox tickets are unlimited, but AI tickets are metered: Basic plans get 50 per month, Grow plans get 200 per month. Check your balance in Settings → Usage.

For the full guide, see AI Ticket Assist.

Win-back from the ticket (Grow)

When a quoted ticket has gone quiet — the customer never paid — you can enroll it in idle-quote win-back directly from the ticket page. Assist can also suggest enrolling or draft win-back copy for you (this uses the same AI ticket meter).

Today, win-back works for idle unpaid quotes only. Other sequence types aren't live yet. Basic plans can preview win-back but sending requires Grow.

For more on how sequences work, see Win-back overview and Win-back sequences.

Where to go next

• Your first ticket — end-to-end walkthrough from ask to paid.
• Quotes and invoices — line items, sending, and revisions in detail.
• Pickup and calendar — scheduling, reminders, and calendar views.
• Ticket Inbox — filters, bulk actions, and finding a ticket.
• Forward an email — turn any customer email into a ticket.
• Create a ticket — start a blank ticket manually.

Questions? Reach us at [email protected].