Support Tickets
What is Support Ticket?
Support Ticket gives customers the ability to contact your customer support team directly from the Order Editing interface.
Customer Experience
When customers select "Contact Support" a dropdown box will appear asking for a reason and more additional information behind their request
When to Use Support Ticket
Best for: Merchants who still want to allow customers to contact them. Useful for questions outside of the Order Editing widget.
Examples:
Customer has a question about product fit before editing their order
Customer needs help with a complex order modification
Customer wants to report an issue or special request
Benefits:
Order context preserved - Messages are logged to the order timeline
Easier support workflow - Support team has full order history when responding
Consider disabling if: You don’t want to prompt your customers a reason to contact you
How Support Ticket Works
When enabled, customers see a contact or support button in the Order Editing interface.
When a customer submits a message:
Message is sent to your customer support email
Message is logged to the order timeline in Shopify
(Optional) Order is automatically placed on hold if enabled
Automatic Order Hold on Support Contact
What is Automatic Order Hold?
This feature automatically places an order on hold when a customer contacts support through Order Editing. The order remains on hold until you manually release it after resolving the issue.
Why Use This Feature?
Prevents fulfillment issues: If a customer is trying to report a problem (wrong item, address issue, urgent change), this prevents the order from shipping before you can address their concern.
Example scenario:
Customer realizes they need to change their address but has a complex situation
Customer contacts support through Order Editing
Order automatically goes on hold
Your team reviews the message and makes the necessary changes
You manually release the order once resolved
Order proceeds to fulfillment
How to Enable Automatic Order Hold
In App Blocks > Support Ticket
Locate "Put order on hold when customer contacts support" or similar setting
Toggle ON
Click Save
How to Release Orders from Hold
Once you've resolved a customer's support ticket:
Go to the order in your Shopify admin
Remove the hold status or tag (depending on your setup)
Order will proceed to fulfillment
How to Enable Support Ticket
Navigate to App Blocks > Support Ticket
Toggle ON
Enter your customer support email address
(Optional) Enable automatic order hold if desired
Click Save
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