Fix the screen customers keep asking about,
the day they ask.
Refinar runs a copy of your app from GitHub. Describe the fix, or attach the customer's screenshot, check it in a live preview, then publish it or send it to a developer.
Tickets that are really a product problem
The same question, every week
A status nobody understands, an error that says only that something went wrong, a button customers can't find. The macro answers each ticket, but the screen that causes them stays the way it is, because rewording it never outranks a feature.The answer, moved into the product
Whoever writes the replies already knows the right words. With Refinar they put them where the customer looks, on a copy of the app, and nobody outside sees the change until it's published.From a customer's screenshot to a fix
1
Start from what the customer sent
Attach the screenshot from the ticket and say what should change, or use Select an element in the preview and click the label, message or button in question.
2
Check it where the customer will see it
The preview is the app itself, running from your repository, so the new wording sits in the real screen next to the real data layout.
3
Undo freely until it ships
Rewind any message until the change is published, so trying two wordings costs nothing.
4
Publish it, or hand it on
Publish when the change is yours to make. Otherwise send it for review, and the person you name gets the request, the preview and the diff together.
What support can change, and what goes to a developer
- Wording on a screen, labels and help text
Support can publish: Yes
Waits for a developer: Only if the app requires approval for every change
- Error and empty-state messages
Support can publish: Yes
Waits for a developer: Same as above
- Moving a button or link customers can't find
Support can publish: Yes
Waits for a developer: Same as above
- Who can sign in or what an account can see
Support can publish: No
Waits for a developer: Always: the agent stops and asks
- Prices, refunds or anything customers are charged
Support can publish: No
Waits for a developer: Always
- Deleting customer data
Support can publish: No
Waits for a developer: Always
Support staff join as members, need no GitHub account, and an owner or admin decides whether members may publish on their own.
Closing the loop with the customer
A wording fix published in the morning is live for the next customer who opens that screen, so the reply to the ticket can say it's already fixed rather than that it's been passed on.
When a ticket points at something bigger, like a refund flow or an account that can't sign in, the request still starts in Refinar. The agent builds the safe part, and the rest reaches a developer as a written brief with a GitHub issue, instead of a forwarded email thread.
Questions support teams ask
Can I fix a typo or a confusing message myself?
Yes, if your team lets members publish. Describe the change, check it in the preview and publish it, and it goes into the app's main branch like any other change.
Can it look up or change a customer's account?
No. Refinar changes the app's code, not the records in it. A change to who can sign in, to what customers are charged, or one that deletes data stops for a developer.
Do I need to know where the text lives in the code?
No. Point at it in the preview or describe the screen, and the agent finds the file.
What does it cost?
Plans start at $25 a month for 250 credits, which is about 50 requests, with unlimited apps and 20 teammates included, so the whole support desk can join one team (pricing).
Product details are from Refinar's app and documentation, checked on 7 October 2026. For the publishing steps, see publish a change, or share it for review.