Support inbox (Personal care)

Overview

The Support inbox is your built-in help center inside Breadcrumbs & Categories. It lets you contact our team, track conversations, and share screenshots — all without leaving Shopify. Use it for: - Questions about setup - Theme/display issues - Feature requests - Help verifying your configuration Tip: If you only need quick answers, start with our FAQ first: Browse FAQs.

When should you contact Support?

You should contact Support when you need personal care (hands-on help) for your store. Examples: - Breadcrumbs don’t appear on product/collection pages - Your category structure doesn’t match the breadcrumb path you expect - You changed theme and need help re-checking installation - You want to confirm best settings for SEO + UX - You want to request a feature or improvement

How to open the Support inbox

• Open Shopify Admin → Apps → Breadcrumbs & Categories

• In the app sidebar, open Support

• You will see your Support inbox with all tickets

Create a new ticket (the recommended way)

Creating a ticket is best when you need help with a specific issue. What you’ll fill in: - Subject: a short summary - Message: detailed description (you can use rich text and images)

• Click New ticket

• Write a short subject (or leave it empty — we’ll use the first line of your message)

• Describe the issue clearly (details below)

• (Optional) Upload screenshots directly inside the editor

• Click Send

What to include to get the fastest help

The best tickets are the ones we can reproduce quickly. Please include: 1) Your store domain 2) Theme name (and if you recently switched theme) 3) The page type you’re checking (product / collection / blog / page) 4) A short expected vs actual explanation 5) Screenshots (or a screen recording) If the issue is about breadcrumbs not showing, also include: - Whether app embed is enabled - Whether the breadcrumb block is added to the template - Your current settings (see: App settings)

Add screenshots and images

You can upload images directly in the message editor. This is very helpful for theme-related issues. Best practice for screenshots: - Capture the theme editor where the block is placed - Capture the storefront where breadcrumbs should appear - If possible, capture both desktop + mobile

Reply to a ticket

When our team replies, you can respond directly in the same ticket thread. Tips: - Reply with any additional screenshots - If you changed settings, tell us what you changed - If you tried a step from the docs, tell us the outcome

• Open the ticket in the inbox

• Click Reply

• Write your message

• Click Send

Ticket status: Open vs Resolved

Tickets can be: - Open: still needs follow-up - Resolved: issue is finished If you accidentally resolve a ticket but still need help, just reply again — it will continue the conversation.

Resolve or delete a ticket

You can manage your tickets anytime: - Mark as resolved when everything is working - Delete a ticket if it was created by mistake

Search and filters

Your inbox supports: - Searching by subject - Filtering: All / Pending / Resolved This helps teams manage multiple conversations over time.

Email notifications for replies

You can choose whether to receive emails when there are updates to your support tickets. To manage this, go to: Settings → Support settings (or open the section directly: Support settings).

Best practices

• Use one ticket per issue (keeps conversations clean)

• Include screenshots early (faster diagnosis)

• If you changed your theme, tell us the date/time and theme name

• If the issue is about visibility, tell us exactly which page type you enabled in settings

• After you try a fix, reply with the result so we can confirm