Storefront support
Route: /org/ecom/support/tickets · Permission: Storefront Support Lite
Module: org_ecom_support — described in the platform as Storefront Support Lite
1. What it is
A lightweight support inbox for storefront customers — deliberately not a service desk. Two permissions, no SLAs, no workflows, no ITIL.
| Storefront Support Lite | Orbit Resolve | |
|---|---|---|
| Scope | One storefront's customers | The whole organization |
| SLAs, workflows, ITIL | No | Yes |
| Permissions | 2 | 55 |
| Customer portal | The storefront support page | A dedicated portal |
2. How the two relate
Subscribing to Orbit Resolve changes the storefront
HELP_001 — the lightweight storefront support page — is hidden from the page list when the
organization has the full Orbit Resolve package, and customers are directed to the dedicated Resolve
portal instead. Otherwise it is shown with a clarifying badge.
So enabling Resolve silently removes a storefront page. If customers had that link bookmarked, it is worth telling them.
3. The screen
4. Field reference
| Permission | Gates |
|---|---|
| Menu Listing of Storefront Support Lite | The sidebar entry |
| Storefront Support Lite | Working the inbox |
5. The admin contract
| Prerequisite | Without it |
|---|---|
| Storefront Support Lite | The inbox cannot be worked |
| A published support page | Customers cannot write in |
| A working email channel | Replies do not reach them |
6. Downstream
Replies reach the customer's support page.
7. Don't confuse this with…
| Thing | Where |
|---|---|
| Storefront Support Lite (this page) | Storefront customers, minimal |
| Orbit Resolve | The full service desk |
| Contact details | Store Settings → Contact |
8. Troubleshooting
| Symptom | Cause |
|---|---|
| The support page vanished | The org subscribes to Orbit Resolve |
| Customers cannot write in | HELP_001 is not published |
| No replies reach customers | The email channel is not configured |