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When something doesn’t behave the way you expect, or you need a hand setting up data, Retailgrid has a built-in support channel.

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In-app messenger

The chat bubble in the bottom-right corner of every Retailgrid page opens an Intercom-powered messenger. Click it to:
  • Ask a question - “where do I set the company name?”
  • Report something that’s not working.
  • Send feedback on a feature.
Messages are read by the Retailgrid team during business hours. Outside business hours your message is queued and answered as soon as someone is online.

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What to include

To get a fast, useful answer:
  • What you were trying to do - “I’m setting up Dynamic Pricing for our wine grid.”
  • What happened - “When I click Run, the page reloads and nothing happens.”
  • What you expected - “I expected to see a Rules Based Price column.”
  • A link - the URL of the grid or page you’re on. The Retailgrid team can usually open it directly.
For data questions (mismatched currencies, weird metric values), include a screenshot of the row in question.

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Status and incidents

If the app feels broken across the board, check the chat bubble - if there’s an active incident, the team will pin a notice in the messenger. Confirmed widespread issues are also acknowledged via email to Organization admins.

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Feedback and feature requests

The same messenger handles “this would be useful” requests. Mark the message as feedback so the team can route it correctly - it doesn’t need to be triaged as a support ticket.